Overview
The Corporate Sustainment Superuser operates within the corporate distribution operations organization, dedicated to fostering and supporting field superusers, aiming to maintain stable and healthy sites. This role extends responsibilities into the system change process, ensuring the quality of requests and robust testing plans. The Support Specialist plays a crucial role in identifying and executing Self Service change requests. Moreover, they serve as a key escalation and reference point for field Operations and Superusers, providing expertise in systems and processes. This techno-functional position is remote-based with travel as needed.
Responsibilities
- Collaborate closely with Field Superusers to provide mentorship and facilitate knowledge sharing.
- Support training and WMS certification initiatives in coordination with the Ops Development team.
- Act as the primary escalation and reference point for WMS functional issues raised by sites’ superusers.
- Address technical problems, routing them to IT, and escalate critical issues based on operational impact to both operational and IT leadership.
- Analyze reported issues from Operations to identify trends and opportunities for improvement.
- Assist field Operations in gathering requirements for WMS functional and technical enhancements, working closely with assigned IT and Design resources for configuration, development, testing, training, and deployment.
- Deliver outstanding internal and external customer service and support.
- Provide Corporate and Regional Leadership with comprehensive Health and Status Reports.
- Meet weekly with assigned sites to review their health and status reports, proactively identifying potential issues and sharing best practices to drive continuous improvement.
Qualifications
Bachelor’s Degree preferred
At least 5 years warehousing experience
Manhattan L2 Certification (or equivalent experience) preferred.
Computer applications experience including MS Office and Google strongly desired
Has at least two years hands-on experience working with and troubleshooting in NFI’s WM systems, such as Manhattan or Softeon.
Highly experienced in NFI warehouses and NFI practices; this includes all business pillars (grocery, retail, manufacturing, ecom, etc) and all operational SOPs (safety, security, performance, human resources)
Capable of providing objective reviews of the local team’s personnel and operational performance and determining a path forward to meet expectations.
Strong analytical skills, with the ability to evaluate performance data, identify trends, and implement proactive solutions.
Experience facilitating cross-functional collaboration, including Operations, IT, and leadership teams.
Demonstrated ability to manage multiple priorities, problem-solve independently, and work in a fast-paced environment.
Exceptional written/verbal communication and presentation skills, with the ability to interact effectively at all organizational levels.
Other:
Open to extended hours as needed for business-critical support.
Travel required: 20-35% with site visits and extended stays as needed.
Must be able to stand/walk for extended periods in a warehouse environment.
Ability to lift and move totes up to 50 pounds.
Comfortable working in variable warehouse conditions, including noise, lighting, and temperature changes.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
LA County Applicants: The Company will consider qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local laws.
Profit Center
PC-654
