Collector Fulfillment Supervisor

About the Company

Fanatics Collectibles is a new company operating at the intersection of collectibles, culture, and technology. Backed by world-class investors, operators, and sports & entertainment partners, we are building the global leader in next-generation collectibles. As part of the broader Fanatics ecosystem, we leverage a digital sports platform that spans over 900 sports properties and engages more than 81 million fans. Together, we are reimagining every part of the collectibles experience for fans, partners, and creators.

Role Summary

Fanatics Collectibles is seeking a detail-oriented, customer-focused, and operationally disciplined Collector Fulfillment Supervisor to support fulfillment operations within the Collector Fulfillment Department. This role is responsible for overseeing key post-purchase resolution workflows, including defect card submissions, missing card submissions, secondary market valuations, resolution item selection, customer escalations, and pick/pack operations.

The Collector Fulfillment Supervisor will lead day-to-day execution across collector fulfillment processes, ensuring work is completed accurately, efficiently, and in accordance with established standards. This role will supervise frontline team members, support workload planning, monitor productivity, and partner closely with Customer Service, Inventory, Warehouse Operations, Quality, and other cross-functional teams to resolve customer-impacting issues.

The ideal candidate brings strong judgment, attention to detail, people leadership, and a collector-first mindset. This person should be comfortable balancing operational execution with thoughtful resolution decisions in a fast-paced environment where accuracy, fairness, and service quality are critical.

What You’ll Do

Collector Fulfillment Operations

• Oversee daily collector fulfillment workflows, including defect card submissions, missing card submissions, replacement processing, resolution item selection, and pick/pack operations.
• Review customer-submitted claims and supporting documentation to determine appropriate next steps in accordance with company guidelines.
• Monitor workflow volume, assign daily tasks, and ensure orders, replacements, and resolution items are processed accurately and on time.
• Help ensure fulfillment activities are executed in alignment with standard operating procedures, service-level expectations, and quality standards.
• Maintain a clean, safe, and organized work environment in accordance with department and company standards.

Defect & Missing Card Resolution

• Review defect card submissions to assess condition concerns, claim validity, and appropriate resolution pathways.
• Review missing card submissions and partner with internal teams to research order history, product configuration, inventory availability, and customer eligibility.
• Ensure resolution decisions are applied consistently, fairly, and in alignment with established policies.
• Identify trends in defect, missing card, damage, substitution, and replacement workflows and escalate recurring issues to leadership.
• Support documentation and tracking of claim outcomes, replacement actions, and inventory movements.

Secondary Market Valuations & Resolution Selection

• Perform and review secondary market valuations to support fair and consistent customer resolutions.
• Use available tools, market data, product knowledge, and internal guidelines to assess comparable replacement value.
• Select appropriate resolution items based on customer issue, product availability, value alignment, and business rules.
• Partner with Inventory and Fulfillment teams to confirm item availability, condition, and readiness for shipment.
• Maintain accurate records of valuation decisions and replacement selections to support auditability and process consistency.

Customer Escalations

• Support the resolution of escalated customer issues related to defects, missing items, substitutions, damages, order exceptions, and fulfillment delays.
• Partner with Customer Service and leadership to research complex cases and recommend appropriate resolutions.
• Communicate clearly and professionally with internal partners regarding case status, resolution rationale, and required next steps.
• Help identify root causes of customer-impacting issues and support corrective actions to reduce recurrence.
• Promote a collector-minded approach that balances customer experience, operational feasibility, and company policy.

Pick / Pack Operations

• Manage daily pick, pack, and ship activities for collector fulfillment workflows.
• Monitor order accuracy, packaging quality, shipping readiness, and team productivity.
• Research and resolve pick/pack errors, shipping exceptions, inventory discrepancies, and fulfillment delays.
• Ensure team members follow proper product handling, packaging, labeling, and shipping procedures.
• Manage operational supplies, including shipping materials, packing supplies, and other fulfillment resources.

Team Supervision

• Supervise, coach, and support Collector Fulfillment Associates and related frontline team members.
• Distribute and monitor workload to ensure department goals, service levels, and quality expectations are met.
• Train new hires and existing team members on systems, processes, SOPs, quality standards, and customer resolution workflows.
• Monitor individual and team performance, provide regular feedback, and support performance management activities.
• Promote a team culture centered on accountability, collaboration, accuracy, safety, and continuous improvement.

Process Accuracy & Controls

• Ensure team adherence to operational controls, documentation standards, inventory transaction requirements, and fulfillment procedures.
• Support audits, reconciliations, and reporting related to collector fulfillment, replacements, claim outcomes, and inventory usage.
• Track workflow performance, identify bottlenecks, and communicate trends, risks, and opportunities to management.
• Partner with Inventory teams to ensure product movement, substitutions, replacements, and resolution items are properly transacted in inventory systems.
• Support root cause analysis for recurring errors and help implement corrective actions.

Cross-Functional Partnership

• Work closely with Customer Service to research and resolve customer-impacting fulfillment issues.
• Partner with Inventory, Warehouse Operations, Quality, Logistics, and Collector Relations teams to support accurate and timely resolution workflows.
• Coordinate with internal stakeholders on damages, defects, missing items, substitutions, shipping issues, and escalated cases.
• Escalate material issues that may impact customer experience, fulfillment timelines, inventory accuracy, or service levels.

Continuous Improvement

• Identify opportunities to improve fulfillment accuracy, claim review consistency, productivity, workflow efficiency, and customer resolution quality.
• Recommend and help implement process enhancements, standardization efforts, training improvements, and quality controls.
• Use operational insights, team feedback, and case trends to support better decision-making and stronger collector fulfillment outcomes.
• Encourage team members to surface issues, share ideas, and contribute to a culture of continuous improvement.

What You Bring

Required Qualifications

• 3+ years of experience in fulfillment operations, customer operations, inventory control, warehouse operations, collector relations, or a related operational environment.
• 1+ years of experience in a lead or supervisory capacity.
• Experience working with fulfillment systems, inventory management systems, warehouse management systems, ERP platforms, shipping systems, or related operational tools.
• Strong understanding of pick/pack operations, inventory movement, order accuracy, and fulfillment quality standards.
• Ability to review customer-impacting issues, analyze information, and make sound resolution decisions.
• Strong attention to detail and commitment to accuracy, consistency, and process compliance.
• Comfortable working in a fast-paced environment with shifting priorities and time-sensitive workflows.
• Strong verbal and written communication skills.
• Ability to coach team members, assign work, monitor productivity, and support team performance.
• Proficiency with Microsoft Excel, Google Sheets, or similar reporting and data tracking tools.

Preferred Qualifications

• Experience supporting ecommerce, direct-to-consumer, collectibles, trading cards, retail, or high-volume fulfillment operations.
• Experience reviewing defect claims, missing item claims, damages, substitutions, replacements, or customer escalations.
• Familiarity with secondary market valuation, comparable item research, or collectibles pricing.
• Experience using WMS, ERP, customer service, shipping, or case management systems.
• Experience supporting process improvement initiatives in an operations or customer-focused environment.
• Associate’s or Bachelor’s degree in operations, supply chain, business, or a related field is a plus.
• Interest in sports, trading cards, collectibles, or collector-focused products.

Skills

• People leadership and team development
• Collector-first judgment and resolution decision-making
• Fulfillment operations and pick/pack execution
• Defect and missing item claim review
• Secondary market valuation and comparable item research
• Inventory accuracy and operational controls
• Organization and attention to detail
• Problem-solving and root cause analysis
• Clear written and verbal communication
• Cross-functional collaboration
• Time management and prioritization
• Proficiency with fulfillment, inventory, shipping, and reporting tools

Key Measures of Success

• Timely and accurate resolution of defect and missing card submissions
• Quality and consistency of secondary market valuations and resolution item selections
• Pick/pack accuracy, productivity, and on-time fulfillment performance
• Timely resolution of customer escalations and fulfillment exceptions
• Team productivity, engagement, and adherence to process standards
• Accurate inventory transactions and replacement item handling
• Effective collaboration with Customer Service, Inventory, Warehouse Operations, Quality, and Logistics partners
• Identification and execution of process improvements that improve accuracy, efficiency, and customer experience

Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud.  Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com).  For added security, where possible, apply through our company website at www.fanaticsinc.com/careers