Delivery Fulfillment Supervisor

San Francisco, CA
Customer Service
Full-time, Non-exempt
We're looking for people with positive attitudes, an eagerness to learn, and the ability to hustle in a fast-paced work environment!
We love what we do and we're looking for people who are as excited about our mission as we are. Prior floral experience isn't required. What we DO require is a strong work ethic, positive attitude, and the ability to hustle. Not to scare you, but we want to be completely transparent with our expectations – most jobs at Farmgirl are not strictly desk jobs. We all hustle hard – often on our feet – for a significant portion of each day. And we have a lot of fun while we do it. We all help out in other areas as needed, so the ability to flex is extremely important. But, did I mention that we have fun too? Because we do!

Unlike many companies, advanced education is not a requirement at Farmgirl. We believe that the best individuals come with varied backgrounds and experiences, and value work ethic, problem-solving skills, intellectual curiosity, and a positive attitude more than a specific degree.
 
Farmgirl Flowers is an equal opportunity employer and we greatly value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Delivery Fulfillment Supervisor (San Francisco - On-Site)

Non-Exempt/Full Time

Compensation: $20/hour + full medical benefits and 401k (after 1 year)

Reports to: Fulfillment Manager / Customer Service Manager

Schedule: Monday - Friday 7 am - 3:30 pm

About the role: We’re looking for a superstar Delivery Fulfillment Supervisor who loves to work hard and fast and can help to supervise our growing fulfillment team. You’ll need to be a strong leader, and be able to manage several different tasks at once, as you’ll be wearing many different hats on a daily basis.

The Delivery Fulfillment Supervisor plays a crucial role in customer experience every day, acting as a bridge between the fulfillment and support teams. You’ll need to be extremely cool under pressure while managing multiple tasks, communicating fulfillment needs between teams and quickly assess and mitigate potential fulfillment and delivery issues. Working side by side with the Fulfillment and Customer Service Team, you’ll ensure that all of our San Francisco local delivery products are in the right place at the right time to pass on to our delivery partners. It will be your responsibility to manage all aspects of local shipping and deliveries to deliver the Farmgirl Experience.


You’ll oversee the in-person customer experience fielding customer pickups and walk-ups and ensure that each and every customer that interacts with the team has a positive experience. 

As a Delivery Fulfillment Supervisor you’ll be excited to: 

Lead the Delivery Fulfillment Team - you’ll manage the Delivery Fulfillment Team that will lead to exceptional customer experiences by ensuring that each and every local same-day delivery is boxed, wrapped, and set up to pass to our delivery partners. You’ll work in unison with Farmgirl’s Fulfillment and Customer Support team and our fulfillment courier partners. 

Make It Better - At Farmgirl Flowers the customer is at the center of everything that we do. As the  Delivery Fulfillment Supervisor, the customer experience is the lens through which you see all of your actions. You’re able to take feedback from customers and stakeholders and steer positive outcomes no matter what it takes. You’re not scared to make quick judgment calls that align with Farmgirl values. You have a solution-oriented outlook and you’re not afraid to think creatively to turn difficult situations into positive outcomes.

 Learn, Teach, Repeat - As John Wooden said, “It’s what you learn after you know it all that counts”, and in this constantly growing and changing business, this couldn’t be truer. You’ll partner with the Fulfillment Managers and Customer Service Manager to seek out information to keep our training best-in-class and share your learnings, ideas and best practices with others to help people learn and grow. You’ll be constantly looking to give and receive feedback to continuously develop and grow your team.  

Hold To Our High Standards -  We have built our reputation on providing products that exceed the highest quality of industry standards and delivering best-in-class customer experience. Your main objective for this role will be to ensure that every single customer’s expectations are met and (hopefully!) exceeded. You will do your part to ensure that we hold our core values dear as we continuously improve and grow.

Be Your Own Entrepreneur - The ideal candidate will be someone who is excited to own this role to be successful with little to no direction. We want you to be able to build your team, take risks, make changes and always find better solutions to roadblocks. You don’t mind being the first one in and the last one out for the day and you won’t stop until every bouquet, plant, or gift has made its way into your customer’s hands. 

Put the Customer Above Everything - At Farmgirl Flowers, we put the customer at the top of the chain. For us, this means that everything you do at Farmgirl centers around them. Your follow-up skills are on point and you are constantly ensuring that you and your team are delivering the best customer experience and if something is broken, you won’t stop until it’s fixed. 


Key Responsibilities for the Delivery Fulfilment Supervisor are:

    • Managing daily operations and logistics of our same day local courier program.
    • Ensuring orders are ready for drivers before delivery windows. Tracking and monitoring outgoing deliveries with our delivery partners and ensure on-time deliveries of daily orders.
    • Assisting the fulfillment teams in boxing, labeling, and moving orders from the production floor to the delivery zone. 
    • Coordinating between the design and fulfillment team to ensure fulfillment quotas are being met.
    • Following up with customers and drivers by phone and email. 
    • Interfacing with third-party dispatch centers to navigate deliveries to their destinations.

You’ll stand out if...

    • You’ve had 1-2 years of logistics or operations experience. Experience with last-mile delivery is a plus, but not required. 
    • You’ve led or supervised a team of 3+ direct reports. 
    • You have previous experience with third-party delivery applications or inventory management software
    • You love using applications, entering data, integrating analog and digital processes and you can speak to how you’ve done this on the job or in your personal life. 
    • You enjoy working with spreadsheets and data and have an intermediate working knowledge of Google Drive/Sheets or Microsoft Office. 
    • You’ve been instrumental in implementing and refining SOPs in your previous roles and can speak to how you’ve inspired your team and gained their buy-in on new processes and procedures.
    • You have management experience in roles that require you to interface with both customers and operations teams. 

You'll love working at Farmgirl because...
We are a successful, profitable, well capitalized, fast-growing company
We create products that bring joy to hundreds (and sometimes thousands) of people's lives each day
We lead the industry for product quality and customer service
We get to build an amazing company and team built on respect and empowering and supporting one another
We're scrappy and get to see the fruits of our labor in real time each and every day
We believe in autonomy and reward taking initiative
As a 100% e-commerce business, we are technologically focused and data-driven
We get to be creative every day and build a great company, without red tape or bureaucracy
We have an amazing team and company culture that you'll love being a part of
We have an impressively smart and dedicated CEO and management team who are focused on developing all team members in the organization
Competitive salaries and comprehensive health benefits

Our Beliefs
Our goal is to be a company that we would want to buy from, sell to, and work for. For us, this means doing the right thing even when it is the difficult thing. We live these ideals by providing jobs that pay above the minimum wage with good benefits and 401Ks. We also do this by occasionally taking a stand on what some may consider controversial issues that we feel are important to us both as a business and as people. When we take these stands, we do so under the Farmgirl Flowers brand. As an employee, we understand these views may be associated with you simply by your employment with us. Please understand that when we make public any beliefs we do not expect nor mandate our employees (or potential employees) to ascribe to these beliefs as well. For the sake of transparency, we believe it is important you understand what Farmgirl Flowers stands for as you consider joining our team.

Physical Demands and Warehouse Environment
Farmgirl Flowers is located in a big, drafty warehouse in Potrero Hill. We function similarly to a manufacturing facility. The warehouse is raw, open space that can be cold and dirty (especially on busy days). Our workspace is pretty much the opposite of most SF startup environments you might be accustomed to. If a posh work space is a priority this might not be ideal for you. Appropriate attire will be expected for this environment.