The Supervisor, Branch Warehouse (Customer Service) is responsible for the safe, accurate, and efficient execution of warehouse and fulfillment operations. This role plays a critical part in delivering a consistent, accurate, and customer-first experience at the branch level.
The Supervisor oversees order processing, customer communication, customer quoting in alignment with national standards, defined authority limits, and established escalation paths. This role owns floor-level execution, inventory accuracy, warehouse labor coordination, and safety compliance.
Serving as a key connector across functions, the Supervisor acts as the primary point of contact for customers and collaborates closely with Sales, Operations, and Warehouse teams to ensure seamless execution.
This role reports to the Sales Operations Manager.
KEY OBJECTIVES AND RESPONSIBILITIES
Fulfillment & Shipping Execution
- Execute daily picking, staging, and shipping activities aligned to the approved shipping schedule.
- Translate approved shipping plans into daily execution priorities.
- Coordinate carrier pickups and outbound logistics execution.
- Proactively communicate execution risks, constraints, or deviations from plan.
Inventory Management & Accuracy
- Own inventory accuracy through disciplined cycle counts and physical inventories.
- Investigate and resolve inventory discrepancies.
- Ensure proper storage, handling, and material flow within the warehouse.
People Leadership & Safety
- Lead, schedule, and direct warehouse associates.
- Own safety compliance, enforcement, and execution training on the warehouse floor.
- Set clear performance, productivity, and safety expectations.
- Support hiring, onboarding, training, and performance management activities.
Issue Investigation & Root Cause
- Investigate warehouse-related shortages, damages, and execution issues.
- Confirm facts, constraints, and root cause related to fulfillment failures.
- Document root cause and corrective actions and implement process improvements to prevent recurrence.
Customer Service & Order Management
- Enter, manage, and maintain customer orders accurately in the ERP system.
- Confirm pricing, product availability, lead times, and delivery details in accordance with national guidelines.
- Communicate order status, delivery timing, and updates to customers.
- Service customers via phone, email, and in person at the branch.
- Maintain accurate customer records and documentation.
- Prepare complete customer quotes and material take-offs using approved tools, pricing, and national standards.
- Ensure quotes and take-offs are accurate, complete, and documented for Sales follow-up or customer approval, without negotiating pricing or terms.
- Document outbound call activity and outcomes in the CRM.
- Identify potential project activity or growth opportunities and record them for Sales follow-up.
- Support outside sales representatives with order updates, quotes, and customer communication.