Job Description

A Day in the Life

The Client Operations Supervisor will act as an advocate and champion for the Client at NRI to ensure transparency on all business requirements. They drive solutions to support growth goals, process and quality improvements and the overall Client experience. With an unfettered focus on results, the Client Operations Supervisor will support and drive progress ensuring timely delivery of orders and commitments, while collaborating closely with all functional areas of the organization to drive process improvement and innovation within NRI. The Client Operations Supervisor will also ensure Customer Service, allocation, traffic, routing, engagement, and planning functions are aligned with expectations.

The following schedule is available for this role:

Monday - Friday, 8:00am - 5:00pm

Starting Pay:
$68,640 - $84,250 Annually

Location:
13169 Slover Ave, Fontana CA 92337

All About You

What You’ll Bring to the Role:

• Excellent written and oral communication skills, attention to detail, and organizational skills.
• Excellent MS Excel, Word, and Outlook skills.
• Preferred Warehouse Management System (WMS) or AS400
• Must be able to work independently and as a team, as assigned.
• Able to maintain a positive, professional, and constructive tone with team members, management and brand and retail customers.
• This position requires the ability to choose from a course of action from several possible solutions for most problems. Some problems require the need to be analyzed and interpreted.
• This position has specific objectives and priorities for tasks. Situations that do not have clear guidelines or policies are referred to the DC Manager for a decision or help.
• Has the ability to be flexible and adapt to changing priorities.
• Decisions have a critical effect on the organization’s reputation, team members, client services, policies, or operations.

The Must Haves:

• Must have 3+ years’ experience in a logistics environment as a customer service representative, 3PL a plus
• Proficient with Microsoft Office applications, specifically Outlook and Excel
• Preferred Warehouse Management System (WMS) or AS400
• Knowledge of EDI, billing, scheduling, routing, warehouse management systems (WMS) and warehouse operations support processes is required
• Able to maintain a positive, professional, and constructive tone with team members, management and brand and retail customers.
• This position requires the ability to choose from a course of action from several possible solutions for most problems. Some problems require the need to be analyzed and interpreted
• This position has specific objectives and priorities for tasks. Situations that do not have clear guidelines or policies are referred to the DC Manager for a decision or help.
• Has the ability to be flexible and adapt to changing priorities.
• Decisions have a critical effect on the organization’s reputation, team members, client services, policies, or operations.
• Bilingual (Spanish/English) preferred but not required
• Must have physical ability to carry out essential job functions, including but not limited to, the ability to lift and carry up to 50 lbs, sitting for long periods of time, occasionally walking and standing, climbing ladders/stairs, and tolerating conditions such as dust, dirt, noise, odors, heat, cold, etc. when stepping into the warehouse

Things You Will be Doing

1. Order Processing

• Ensures orders are picked and packed as per Client and Customer specifications and are within service level agreement (SLA’s) requirements for all channels.
• Plans and manages fulfillment labor requirements.
• Communicates with Client regarding any escalations, anomalies or orders that require specific focus.
• Makes determination on employee audit percentage, dependent on performance.
• Ensures that condensing is completed to ensure utilization of space, while balancing labor requirements.
• Ensure replenishing levels are kept up to bin min-maxs.
• Ensure all orders and inventory leaving the facility is up to standards per the Clients Expectations.

2. Manages Client relationship.

• Acts as a conduit of communication between the organization and the Client.
• Maintains excellent working relationship with Client by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc., in a timely, courteous, and efficient manner.
• Effectively handles all Client interactions, including higher level troubleshooting issues.
• Evaluates inquiries, provides appropriate assistance, accurately processes orders, and follows through to ensure customer email responses are within 2 hours.
• Recognizes and questions potential problems and situations and reports information back to management/ client.
• Communicates daily with team members and management about operations support procedures.
• Responds promptly and consistently to changing customer needs and circumstances.
• Follows up with customers and service providers to ensure appropriate actions are taken and that any issues are resolved to the customer’s satisfaction.
• Vets invoicing before it is sent to the Client.
• Helps Clients improve their business through collaborative efforts of continuous improvement.
• Works cooperatively with peers and other departments, keeps appropriate individuals informed to ensure positive customer relations are maintained.
• Quality Control Oversight Monitor daily operations to ensure work is completed accurately and in compliance with established quality standards. Perform routine audits, verify order accuracy, and address errors in real time while coaching team members to improve performance and reduce defects.
• Client-Specific Project Execution Support and execute client-driven projects such as new process rollouts, special handling requirements, and operational changes. Coordinate with internal teams to implement updates, track progress, and ensure projects are completed on time and meet client expectations.

3. Leadership

Ensures the training, cross-training and development of team members.

Communicates expectations and provides regular feedback on performance

Ensures safe operations of the business specific to their area of accountability, while being vocal about safety concerns in other areas.

Focuses on process improvement that will drive efficiency, quality, safety and reduction of waste.

Communicates, monitors, and drives goals and operational performance.

Timely completion of administrative duties (timesheets, reviews, leave requests, performance reviews, etc.)

4. This position requires the need to give professional advice or direction to external contacts. There is an element of persuasion, influence, and some negotiation at this level, but it is not a regular activity.

Clients and vendors

5. Performs other duties as requested

Perks

Staff purchase program – wear the brands you love!

Staff benefits plan – chose the benefits that are right for you!

Flexible and fun work environment – work hard and play hard!

Internal opportunities – we believe in growing our own!

NRI is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.