Collector Fulfillment Supervisor
Role Summary
Fanatics Collectibles is seeking a detail-oriented, customer-focused, and operationally disciplined Collector Fulfillment Supervisor to support fulfillment operations within the Collector Fulfillment Department. This role is responsible for overseeing key post-purchase resolution workflows, including defect card submissions, missing card submissions, secondary market valuations, resolution item selection, customer escalations, and pick/pack operations.
What You’ll Do
Oversee daily collector fulfillment workflows, including defect card submissions, missing card submissions, replacement processing, resolution item selection, and pick/pack operations.
Review customer-submitted claims and supporting documentation to determine appropriate next steps in accordance with company guidelines.
Monitor workflow volume, assign daily tasks, and ensure orders, replacements, and resolution items are processed accurately and on time.
Help ensure fulfillment activities are executed in alignment with standard operating procedures, service-level expectations, and quality standards.
Maintain a clean, safe, and organized work environment in accordance with department and company standards.
Defect & Missing Card Resolution
Review defect card submissions to assess condition concerns, claim validity, and appropriate resolution pathways.
Review missing card submissions and partner with internal teams to research order history, product configuration, inventory availability, and customer eligibility.
Ensure resolution decisions are applied consistently, fairly, and in alignment with established policies.
Identify trends in defect, missing card, damage, substitution, and replacement workflows and escalate recurring issues to leadership.
Support documentation and tracking of claim outcomes, replacement actions, and inventory movements.
Secondary Market Valuations & Resolution Selection
Perform and review secondary market valuations to support fair and consistent customer resolutions.
Use available tools, market data, product knowledge, and internal guidelines to assess comparable replacement value.
Select appropriate resolution items based on customer issue, product availability, value alignment, and business rules.
Partner with Inventory and Fulfillment teams to confirm item availability, condition, and readiness for shipment.
Maintain accurate records of valuation decisions and replacement selections to support auditability and process consistency.
Customer Escalations
Support the resolution of escalated customer issues related to defects, missing items, substitutions, damages, order exceptions, and fulfillment delays.
Partner with Customer Service and leadership to research complex cases and recommend appropriate resolutions.
Communicate clearly and professionally with internal partners regarding case status, resolution rationale, and required next steps.
Help identify root causes of customer-impacting issues and support corrective actions to reduce recurrence.
Promote a collector-minded approach that balances customer experience, operational feasibility, and company policy.
Pick / Pack Operations
Manage daily pick, pack, and ship activities for collector fulfillment workflows.
Monitor order accuracy, packaging quality, shipping readiness, and team productivity.
Research and resolve pick/pack errors, shipping exceptions, inventory discrepancies, and fulfillment delays.
Ensure team members follow proper product handling, packaging, labeling, and shipping procedures.
Manage operational supplies, including shipping materials, packing supplies, and other fulfillment resources.
Team Supervision
Supervise, coach, and support Collector Fulfillment Associates and related frontline team members.
Distribute and monitor workload to ensure department goals, service levels, and quality expectations are met.
Train new hires and existing team members on systems, processes, SOPs, quality standards, and customer resolution workflows.
Monitor individual and team performance, provide regular feedback, and support performance management activities.
Promote a team culture centered on accountability, collaboration, accuracy, safety, and continuous improvement.
Process Accuracy & Controls
Ensure team adherence to operational controls, documentation standards, inventory transaction requirements, and fulfillment procedures.
Support audits, reconciliations, and reporting related to collector fulfillment, replacements, claim outcomes, and inventory usage.
Track workflow performance, identify bottlenecks, and communicate trends, risks, and opportunities to management.
Partner with Inventory teams to ensure product movement, substitutions, replacements, and resolution items are properly transacted in inventory systems.
Support root cause analysis for recurring errors and help implement corrective actions.
Cross-Functional Partnership
Work closely with Customer Service to research and resolve customer-impacting fulfillment issues.
Partner with Inventory, Warehouse Operations, Quality, Logistics, and Collector Relations teams to support accurate and timely resolution workflows.
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Key Measures of Success
Timely and accurate resolution of defect and missing card submissions.
Quality and consistency of secondary market valuations and resolution item selections.
Pick/pack accuracy, productivity, and on-time fulfillment performance.
Timely resolution of customer escalations and fulfillment exceptions.
Team productivity, engagement, and adherence to process standards.
Accurate inventory transactions and replacement item handling.
Effective collaboration with Customer Service, Inventory, Warehouse Operations, Quality, and Logistics partners.
Identification and execution of process improvements that improve accuracy, efficiency, and customer experience.