Organizational structure

This page describes the roles within the team: which responsibilities does each one of us have, which KPIs sit with which role and how do we communicate with each other. It is meant as a reference — both for new colleagues who want to know where to go for what, and for existing colleagues who want to check whether a task belongs to their role.

The roles we distinguish are Packer 1, Packer 2, Warehouse Manager, Product Manager, CTO, and the Ultimate Responsible / Owner.

General rules and culture

Consolidation. If only Packer 1 or Packer 2 is present, their tasks are consolidated to ensure operational continuity.
Initiative. Suggestions for process improvements are encouraged and may be made daily by any team member.
Reward. Successful and proper completion of responsibilities is rewarded annually with a performance bonus. The annual bonus is strictly tied to consistent achievement of the KPIs listed below per role.
Zero Leakage / Escalation. Never leave a process "stuck". If you cannot solve an issue within your role, escalate it immediately to the next responsible person.

Packer 1 — Warehouse & Stock

Responsibilities

Packing. Carefully pack and ship parcels with a focus on high-quality protection.
Location management. Owner of the warehouse aisles. Ensures products are findable (e.g. in bulk locations) and verifies that products are physically in their assigned locations.
Packaging material. Monitors cardboard stock levels. Proactively places orders via the Paardekoper website as needed.
Incoming goods. Assists in putting away new inventory. Note: only after labels/stickers are approved by the Warehouse Manager.
Order troubleshooting. Discusses and identifies "easy fixes" for Backorders and Paused orders. Notifies the Warehouse Manager if something needs to come from the other warehouse.
Customer communication. Manages emails regarding missing addresses, shipping problems, or general flow questions to prevent stuck orders.

KPIs for the bonus

Stock accuracy rate. >98% accuracy during random spot checks of aisle locations.
Packaging continuity. Zero "out of stock" instances for shipping boxes and materials.
Order clearance. <5% of orders remaining "Paused" for >24 hours due to info issues.

Packer 2 — Deadlines & Facility

Responsibilities

Packing & deadlines. Strictly responsible for shipping all UPS-Express parcels before 16:00 (accountability applies if deadlines are missed).
Warehouse tidiness. Responsible for 'facing' or 'fronting' products on shelves to maintain a neat appearance.
Incoming goods. Assists in putting away new inventory — only after labels/stickers are approved by the Warehouse Manager.
End-of-day ritual (post-17:00). Ensures the kitchen is tidy, checks the dishwasher, and ensures the packing table is 100% ready for the next day (including restocking and facing cardboard).

KPIs for the bonus

Express deadline success. 100% of UPS-Express orders processed by 16:00 (exceptions only for system outages).
Station readiness. Morning "Audit" score — packing table must be fully stocked every morning at 08:00.
Mirroring. 100% of products 'mirrored' (faced) on shelves from Wednesday through Friday.

Warehouse Manager — Operations, Purchasing & Control

Responsibilities

Picking strategy & error prevention. Responsible for the logical layout of pick locations. Proactively identifies and separates "look-alike" products (items that look too similar) to prevent picking errors.
Return financial integrity. Responsible for the flawless financial processing of returns. This includes preventing double refunds, ensuring correct VAT calculation, and eliminating mistakes.
Team leadership. Ultimately responsible for Packer 1 and Packer 2. Supervises workflow, makes adjustments, conducts random location checks, and develops internal KPIs.
Inbound quality control. Must pre-approve all stickers/labels of incoming goods before packers are permitted to store them, to prevent inventory errors.
Customer service (logistics). Handles all communication regarding missing products and return-related orders.
Purchasing (core task). Responsible for 'smart' inventory management and forward-thinking stock levels. Consults with the Ultimate Responsible (Ricardo) on all purchases. Holds veto power over the Product Manager on purchasing decisions.
16:00 order push. Maintains the operational overview during the 16:00 deadline to ensure total order processing.
Order troubleshooting. Coordinates with the Product Manager to resolve missing product issues (e.g. swapping components from gasket sets).
Technical troubleshooting.
- Resolves "Red Alerts" (e.g. label printer failures, API sync errors) to keep the operational chain friction-free.
- Guarantees that zero orders remain open in Snelparts/Shop4trac that should have been processed. Audits for "ghost orders" daily.

KPIs for the bonus

Refund accuracy. 100% error-free financial processing (zero VAT errors, zero unjustified refunds).
System leakage. Zero orders older than 48 hours left in "Processing". If stuck:
1. Consult with the Product Manager to remove the product from active stock immediately.
2. Decide if an immediate emergency order must be placed with a supplier (e.g. via Aircargo — Asia / India related) to resolve the delay.
Pick error rate. <0.2% (target: near-zero shipping errors) — solved via picking locations.

Product Manager — Online, Content & Commerce

Responsibilities

Frustration management (de-escalation). Responsible for neutralizing customer frustration. When escalations occur, the PM intervenes to smooth the situation, remove emotion from the interaction, and restore customer satisfaction — via Feedbackcompany. Analyzes negative reviews to identify and correct upstream warehouse or content errors.
Return prevention & content clarity. Frontline defense against returns. Structurally collaborates with the Warehouse Manager to identify frequently returned or easily confused items. Proactively bulletproofs online content (crystal-clear titles, detailed photos, and explicit warnings) to eliminate customer confusion and prevent warehouse picking errors at the source.
Marketplaces. Takes full ownership of Amazon and eBay operations, including emails, listings, and sales optimization.
Products online. Responsible for listing products. Development of an AI assistant for this process is a core priority — internship subject!.
Content. Edits product photography and populates technical details and dimensions.
Commerce. Uses Metorik analytics to conduct research and strategically build high-value product sets and bundles.
Customer service (technical). Handles all inquiries regarding faulty products, warranties, and technical product questions.

KPIs

Intervention success. 100% resolution of escalated customer frustrations.
Marketplace health. >4.5 star rating across all external platforms.
Feedback score. Maintain a >9.0 average on Feedbackcompany, across NL, DE, FR, ENG, IT, and ES.
Bundle outperformance. The month-over-month revenue growth of "Custom Sets" must strictly exceed the month-over-month revenue growth of the company.

CTO — Infrastructure & Stability

Responsibilities

Workspace & process optimization. Primary problem-solver for organizational chaos. Responsible for structuring and maintaining digital work environments like Fizzy and Notion to ensure smooth team collaboration.
Uptime mastery (core task). Ensures the S4T and SP platforms are live, secure, and performing at peak speed 24/7.
Deep tech support. Resolves complex hardware and software issues that exceed AI capabilities or standard troubleshooting.
System architecture. Manages server health, database integrity, and backend system integrations.
Warehouse dashboard. Sets up, maintains, and ensures continuous operation of the live data dashboard screens in the warehouse.

KPIs

99.9% website uptime.
Page load speed targets met.
Zero critical system downtime or security breaches.
Process adoption. Zero stalled projects due to messy Fizzy or Notion configurations.
Hardware readiness. Zero fulfillment delays caused by broken computers or label printers.

Ultimate Responsible / Owner — Growth & Strategy

Responsibilities

Ultimate responsibility. Final authority on inventory, finances, and relationships with manufacturers and brands.
Core strategy. Focuses on company growth, sourcing new suppliers, and high-level strategic administration.
HR & culture. Conducts team meetings, manages all personnel-related matters, and safeguards the company's core values.
Escalations. Manages critical, company-wide problem-solving and sensitive communications.