Fulfillment Supervisor, Customer Operations

Weezie sells design-forward, customizable luxury home goods and gifts, with a focus on bath. Now is an exciting time to join the Weezie team as we were named one of the Inc. 5000 fastest-growing companies in both 2024 and 2025. Unlike most brands in our category, we don’t outsource personalization. Our 50+ person team in Austell embroiders, packs, and ships every order with care, and we’re searching for a Fulfillment Supervisor to help our team consistently deliver a wow experience. Reporting to the Fulfillment Manager, D2C, you will own how fulfillment handles orders outside the standard flow: customer changes and cancellations, expedites, white-glove handling, returns, and return-to-senders. As the Customer Experience (CX) team’s partner in the building, you will ensure fulfillment responds quickly, gets it right, and closes the loop. You will lead a Fulfillment Lead and team of associates, running the floor alongside two peer Supervisors with shared accountability for daily performance and a focus on Customer Operations. You will partner closely with CX, Supply Chain & Inventory, and Business Systems, empowered to elevate our processes and people in support of Weezie’s mission to elevate our customers’ everyday so that they may experience delight in life’s moments, both big and small. What You'll Do Customer Exceptions & CX Partnership (50%) Serve as the single fulfillment point of contact for Customer Experience, owning the exception request queue and response-time standards Own order interception for changes, cancellations, and expedites, with command of embroidery and fulfillment cutoffs and visibility into order status Own exceptions staging, ensuring flagged orders are visible, prioritized, and resolved Contact customers directly to resolve missing customization details, suspected typos, duplicate orders, and other exceptions Track expedited and high-touch orders through production to ensure customer commitments are met Sync regularly with CX leadership on volume, trends, and exceptions to identify improvements to processes, tools, and website that reduce customer friction Returns & Reverse Logistics (25%) Own the customer returns workflow end to end: receive, inspect, disposition, and trigger refunds and credits within SLA Own internal stock returns from retail, trunk shows, and photo shoots through inspection and preparation for restocking Monitor return-to-sender volume and aging, partner with CX on address corrections and reship or refund decisions, and escalate root causes Floor Leadership (25%) Lead, coach, and develop your Fulfillment Lead and associates through clear expectations, real-time feedback, and accountability Plan labor and priorities across work areas to ensure timely, efficient execution Share daily floor oversight with peer Supervisors, rotating opening and closing shifts during peak Lead by example, enforcing SOPs and reinforcing product quality, customization standards, workplace organization, and operational discipline Support WMS and ERP rollout, adoption, training, and optimization Key Performance Indicators Returns Processing SLA Response Time to CX Requests Customer Exceptions Cart Aging Who You Are Experienced : 2-4 years of leadership or ops experience in customer service, fulfillment, logistics, retail, hospitality, or other customer-facing, process-driven environments A Clear Communicator : Direct and composed with customers and colleagues, able to deliver answers, decisions, and feedback without delay Organized : You embrace process, manage shifting priorities, set clear direction for those around you, and follow through Accountable : High standards for quality and attention to detail; you catch issues early, take ownership, work independently, and exercise good judgment amid ambiguity Floor-Present : Hands-on, high-motor, and dependable; you lead by example and enjoy rolling up your sleeves alongside your team Customer-Minded : Positive and solution-…

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