Supervisor, Customer Service

Collector Fulfillment Supervisor

Are you a hands-on leader who thrives in a fast-paced, consumer-focused environment? Topps is seeking a dedicated Collector Fulfillment Supervisor to lead our Fulfillment team supporting key direct-to-collector programs including Redemptions, Defect Submission, and Promotions. In this role, you'll be responsible for distributing and managing workloads, motivating your team, and ensuring that all orders are accurately picked, packed, and shipped on time; all while delivering an exceptional collector experience.

Key Responsibilities

• Lead daily operations of the Fulfillment team to ensure efficiency and service-level adherence across multiple consumer programs.
• Assign and prioritize workloads to meet daily shipping targets and quality standards.
• Monitor individual and team productivity; drive continuous improvement through coaching and process optimization.
• Onboard and train new hires; provide ongoing training for existing team members.
• Manage team attendance, PTO approvals, and conduct annual performance reviews.
• Investigate fulfillment errors and develop action plans to address root causes and prevent recurrence.
• Oversee inventory management, ensuring a clean, safe, and organized work environment.
• Maintain appropriate levels of shipping and packing supplies.
• Collaborate with internal stakeholders to resolve collector issues such as address changes, product substitutions, damages, and missing items.

Qualifications

• 3+ years of leadership experience in a fulfillment or warehouse operations environment.
• Proven ability to lead and motivate a team in a high-volume, deadline-driven setting.
• Strong organizational and problem-solving skills with keen attention to detail.
• Excellent communication skills—both verbal and written.
• Tech-savvy with advanced computer skills (email, spreadsheets, word processing) and experience with WMS, ERP, and shipping systems (USPS, FedEx, UPS).
• Team-oriented mindset with a consumer-first attitude.
• Bachelor's degree preferred.