Warehouse Operations

Job Duties

Delivers “Raving Fan” customer service to internal and external customers. Responds to customer inquiries timely and proactively communicates on follow up items. Creates a culture of “Raving Fan” customer service within the Warehouse Operations team. Works closely and communicates closely with counterparts in: Customer Service, Transportation, Finance, and Sales.

Required Reading for Managers, Supervisors, and Leads

Raving Fans: A Revolutionary Approach to Customer Service by Ken Blanchard. Team will deploy a practical application of the “Raving Fan” approach to our business.

Team Coverage and Resource Management

• Ensure appropriate coverage and depth to provide Raving Fan service throughout extended operations.
• Manage overtime and attendance to eliminate OT and Rework, which are the biggest profit killers in this industry.
• Build a team of “finishers” who are not needed to chase follow-up and follow-through.
• Handle discipline, write-ups, coaching, terminations, reviews, etc.

Quality Management

• Become an expert on the WMS system.
• Set up SKUs, complete receivers, generate pick tickets, complete shipping transactions, complete inventory counts, set up cycle counts, automate processes, build reports, set up billing, etc.
• Exceed minimum KPI standards: Receipt Accuracy by Unit 99.5%, Receiving Timeliness 99.5%, Inventory Accuracy by Unit 99.5%, Shipping Timeliness 99.5%.
• Create and generate reports showing workload, workflow, volumes, lines, units, quality, capacity, and costs incurred by the department.
• Ensure the existence, completeness, and accuracy of SOPs and Work Instructions for: Receiving, Inventory Control, Picking, Shipping, OS&D, Transfer of Liability Documents, and Onboarding Training.

Appearance and Organization

• Ensure the warehouse is clean and organized at all times.
• Develop habits demonstrating the idea of “working clean” and the fundamentals of 5S/7S.
• Operators are accountable for designated areas and the overall cleanliness and organization of the operation.

Financial Management

• Deploy Mobile Data Capture solution to optimize operations.
• Optimize staff level through scheduling, automation, and controls.
• Enable billing automation efforts to ensure billing is accurate every time.
• Understand how actions and team actions impact the P&L.