Weezie sells design-forward, customizable luxury home goods and gifts, with a focus on bath. Now is an exciting time to join the Weezie team as we were named one of the Inc. 5000 fastest-growing companies in both 2024 and 2025. Unlike most brands in our category, we don’t outsource personalization. Our 50+ person team in Austell embroiders, packs, and ships every order with care, and we’re searching for a Fulfillment Supervisor to help our team consistently deliver a wow experience.
Reporting to the Fulfillment Manager, D2C, you will own how fulfillment handles orders outside the standard flow: customer changes and cancellations, expedites, white-glove handling, returns, and return-to-senders. As the Customer Experience (CX) team’s partner in the building, you will ensure fulfillment responds quickly, gets it right, and closes the loop. You will lead a Fulfillment Lead and team of associates, running the floor alongside two peer Supervisors with shared accountability for daily performance and a focus on Customer Operations.
You will partner closely with CX, Supply Chain & Inventory, and Business Systems, empowered to elevate our processes and people in support of Weezie’s mission to elevate our customers’ everyday so that they may experience delight in life’s moments, both big and small.
What You'll Do
Customer Exceptions & CX Partnership (50%)
Serve as the single fulfillment point of contact for Customer Experience, owning the exception request queue and response-time standards
Own order interception for changes, cancellations, and expedites, with command of embroidery and fulfillment cutoffs and visibility into order status
Own exceptions staging, ensuring flagged orders are visible, prioritized, and resolved
Contact customers directly to resolve missing customization details, suspected typos, duplicate orders, and other exceptions
Track expedited and high-touch orders through production to ensure customer commitments are met
Sync regularly with CX leadership on volume, trends, and exceptions to identify improvements to processes, tools, and website that reduce customer friction
Returns & Reverse Logistics (25%)
Own the customer returns workflow end to end: receive, inspect, disposition, and trigger refunds and credits within SLA
Own internal stock returns from retail, trunk shows, and photo shoots through inspection and preparation for restocking
Monitor return-to-sender volume and aging, partner with CX on address corrections and reship or refund decisions, and escalate root causes
Floor Leadership (25%)
Lead, coach, and develop your Fulfillment Lead and associates through clear expectations, real-time feedback, and accountability
Plan labor and priorities across work areas to ensure timely, efficient execution
Share daily floor oversight with peer Supervisors, rotating opening and closing shifts during peak
Lead by example, enforcing SOPs and reinforcing product quality, customization standards, workplace organization, and operational discipline
Support WMS and ERP rollout, adoption, training, and optimization
Key Performance Indicators
Returns Processing SLA
Response Time to CX Requests
Customer Exceptions Cart Aging
Who You Are
Experienced : 2-4 years of leadership or ops experience in customer service, fulfillment, logistics, retail, hospitality, or other customer-facing, process-driven environments
A Clear Communicator : Direct and composed with customers and colleagues, able to deliver answers, decisions, and feedback without delay
Organized : You embrace process, manage shifting priorities, set clear direction for those around you, and follow through
Accountable : High standards for quality and attention to detail; you catch issues early, take ownership, work independently, and exercise good judgment amid ambiguity
Floor-Present : Hands-on, high-motor, and dependable; you lead by example and enjoy rolling up your sleeves alongside your team
Customer-Minded : Positive and solution-oriented, eager to wow customers and…