Shipping Supervisor -Outbound (Night)

Management - Outbound Operations Long Island City, New York



POSITION: Supervisor, Outbound Operations


REPORTS TO:  Sr. Building Manager


Position Summary:

The Outbound Shipping Supervisor is responsible for monitoring real time call flow. You will provide guidance and direction to the Operations Center team, to ensure call metrics and standards are met or exceeded according to operational policies and procedures. Coordinate and manage workflow processes during assigned call center shifts and escalate issues requiring real-time actions. Analyze and advise Supervisor of team and workflow issues while recommending suggestions or solutions. You will assist in developing and implementing standardized processes that address callers’ needs. Overall goal of this role is to enhance positive outcomes in the areas of customer service, quality standards, and contractual requirements.
This is an overnight position - the ideal candidate must be able to start working at 7pm.


Recipe for Success- 


  • Oversee and work alongside Operations Center team to achieve daily performance goals
  • Supervising on-shift employees and addressing real-time issues
  • Communicate (verbally and written) in a professional and effective manner with customers, internal and external partners
  • Handle “at risk” customers with a high level of sensitivity and compassion
  • Use effective customer care techniques to manage each situation contact to a favorable outcome for both the customer and company
  • Will be responsible for medium risk problems and escalates high risk problems appropriately
  • Initiate all escalations while following the Escalation Procedures process
  • Serve as the main on-site contact for external departments
  • Participate in the daily Key Metrics meetings
  • Responsible for the accuracy of the Shift Report and sending out according to schedule
  • Leading shift meetings; preparing, ensuring accuracy of, and distributing the meeting recaps
  • Effectively assist the team by sharing ideas, making recommendations and supporting decisions
  • Lend cross-team support and act as a support and resource for co-workers
  • Proactively seek continuous process improvement and new way of reaching team goals
  • Participate in evaluations and partners with the supervisor to create goals for individual improvement and team development goals



Key ingredients –

  • Minimum two (2) years of leadership / supervision experience
  • Strong proficiency in Microsoft Word, Excel, and Outlook
  • Associates Degree in related discipline and/or demonstrated capability to perform job responsibilities through previous experience
  • Must be willing to work a flexible schedule – shifts will include early mornings or late evening and weekends
  • This is an overnight position - the ideal candidate must be able to start working at 7pm.


Add dash of –


  • Must be highly Customer Service oriented with a strong ability to empathize, collaborate and problem solve
  • Ability to build strong internal/external working relationships
  • Demonstrated ability to positively affect productivity and on-time performance
  • Must be able to give instructions and communicate clearly with Drivers and Runners
  • Ability to think strategically with high level of patience in dealing with critical situations
  • Experienced leadership skills when training, coaching and developing talent
  • Strong organizational skills and being a skilled at managing multiple priorities
  • Must be goal oriented with a strong work ethic and hold high standards for quality performance
  • Bilingual (Spanish / English) is a nice to have





WARNING: Our food is processed in a facility that does not contain people who are toxic, rude, disrespectful, arrogant, egotistical, self-promoting, inconsiderate, or mean-spirited.



About FreshDirect:

FreshDirect is a food tech company and the Northeast's leading online fresh food grocer, delivering directly to customers throughout seven states, including the New York City and Philadelphia metropolitan areas, and the greater D.C. metropolitan area. FreshDirect is committed to sourcing the freshest and best-tasting meat, fish, produce, and specialty items through direct relationships with suppliers, growers, and farmers. In 2016, FreshDirect expanded its portfolio in NYC with the launch of FoodKick, an on-demand business that caters to the needs of urban dwellers with a curated selection of fresh food, alcohol, and essentials—all delivered within an hour. Launched in 2002, FreshDirect is a privately held company headquartered in Long Island City, NY. For more information, visit or


Our company aspires to be a valued corporate partner in all communities in which it serves, and works extensively with dozens of charitable and community partners.


Why choose FreshDirect?

We are an innovative Food Technology company offering an environment where you can grow a career and feed your future and have fun while doing it! Great people deserve great benefits and we go above and beyond!


Wait, there’s more! Check out our #workperks:

Working here is pretty much as cool as you’d imagine - lots of food, lots of energy, and a whole lot of happy hours.

  • Flexible and generous PTO plan
  • 20% discount on FreshDirect and FoodKick plus an employee at-cost food program (FD Market)
  • Thirsty Thursdays, book club, monthly birthday breakfasts, and other happy hours
  • Wellness programs like weekly meditation, yoga, and Zumba, and monthly manicures and massages
  • Monthly Lunch & Learns covering things like “The Very Best Cheese and Wine”
  • We have a 24-hour shuttle service that runs back and forth to the subway
  • We offer up to $5000 per hire as a referral bonus
  • Summer barbecues and and annual company picnic for friends and family


Click to explore careers and life @ FreshDirect -


Learn more @FreshDirect on Twitter, Instagram, Facebook, YouTube! 


Disclaimer: The above statements are intended to describe the general nature and level of work being performed by the Team member(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Position Descriptions may be subject to change as the needs of the organization change.

As an EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER, FreshDirect does not discriminate against applicants or employees because of their race, color, citizenship status, national origin, ancestry, sex, gender, sexual orientation, age religion, creed, marital status, veteran status, domestic violence victim status, familial status, or on any other basis prohibited by law. Furthermore, FreshDirect will not discriminate against any applicant or employee because he or she is disabled, a disabled veteran, or a veteran of the Vietnam era, provided he or she is qualified and meets the requirements established by FreshDirect for the job