# Organizational structure Source: https://handboek.snelparts.com/en/organizational-structure.md > The roles within the team, with responsibilities and the KPIs tied to them. 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.