Logistics Fulfillment Supervisor

High-quality fresh chocolate — that's what the Swiss chocolate manufacturer Läderach stands for. Founded in 1962, the family business now employs over 2,500 people from more than 80 countries across the group. The company's headquarters are located in the canton of Glarus, where we produce our fresh chocolates and develop new, innovative ideas in agile teams. Our “Supply Chain Management” business unit is responsible for all supply chains, including purchasing and warehouse logistics. From our main warehouse in Bilten, we organize the flow of goods and deliver to our chocolateries and warehouses worldwide.

About the role

Läderach Chocolatier Suisse NA is seeking an ECOM Logistics/Fulfillment Supervisor to support day-to-day fulfillment operations and team performance within our eCommerce and marketplace business. This role ensures workflow efficiency, inventory accuracy, and KPI execution while directly supervising associates.

Responsibilities

• Supervise daily fulfillment operations and associate performance to meet KPIs and service levels
• Utilize OS and ERP systems to manage order flow, inventory, and reporting
• Oversee inventory accuracy, replenishment, and discrepancy resolution
• Reconcile customer tickets and escalate issues as needed
• Track and document operational processes, issues, and improvements
• Coordinate cross-functional communication (Customer Experience, Warehouse, Retail)
• Train, coach, and develop associates to support team productivity
• Identify opportunities to improve workflow efficiency and throughput
• Ensure adherence to company standards, policies, and values
• Know all associate responsibilities as an expert, including:
  • Receiving shipments on iPad
  • Ordering product on iPad and using data for ordering
  • Pulling sales data from Comarch for ordering
  • Using Excel documents for product minimums year-round and during holidays
  • Entering damages daily and performing cycle counts weekly
  • Creating stock with better dates
  • Releasing orders considering weather and speed
  • Changing delivery terms on orders prior to release
  • Problem-solving issues such as attaching batches, changing batches, searching by delivery order, reprinting greeting cards, manually closing or picking an order
  • Handling B2B orders
  • Communicating with B2B or Customer Service teams via Teams chat
  • Managing cross-dock in LA/PA or adding pallets to shipments in Dallas
  • Resetting web clocks and supporting others with clocking in/out and requesting time off
  • Checking supply stock and re-ordering via packaging network, iPad, Uline, or UPS/FedEx supplies
  • Maintaining a "who to call for what" list and using it
  • Securing and locking the building, including knowing the building owner contact process
  • Using email as needed
• Lead and hold the team accountable to:
  • Safety standards during warehouse work
  • Health and cleaning room standards during production
  • Speed metrics on all production items and packaging standards (no self-made higher or lower standards)
  • ECOM consistency between hubs
• Know access to Insightly, weekly touch bases, and conference calls for information as needed
• Learn and know partners in Ecommerce, Payroll, and HR for support

Requirements

• 3–5 years of experience in eCommerce, logistics, or fulfillment operations
• Previous supervisory or team lead experience preferred
• Food Handler Certificate (required to have actively or obtain with company support)
• Ability to be flexible, including working nights and weekends during peak season as needed
• Strong working knowledge of ERP/OMS systems and Microsoft Office
• Ability to manage multiple priorities in a fast-paced environment
• Strong communication, organization, and problem-solving skills
• Hands-on leadership style with attention to detail
• Ability to lift up to 40 lbs

Physical Requirements

• Physical stamina to remain active and stand for long hours, often walking or standing in a fast-paced environment
• Ability to move quickly between tasks, assist multiple customers at once, or handle unexpected changes (e.g., restocking or re-organizing displays)
• Multitasking requires physical agility and the ability to stay organized
• Bend, squat, or reach up high to organize or stock products
• Maintain cleanliness in the store, which may involve bending down to clean floors or wiping down displays
• Frequent bending or stretching to restock low shelves or access high displays
• Ability to lift up to 40 pounds

Benefits

• Competitive pay
• Premium holiday pay (time and a half)
• An exciting working environment with motivated colleagues
• A position with lots of personal responsibility
• Opportunity to contribute fresh ideas
• An open and respectful feedback culture
• In-house and external further training
• Unique career opportunities
• Generous discounts on our products
• Employee Assistance Program
• Chocolate at work
• Easily accessible locations