Le coordonnateur, Livraisons - Sur site – du mardi au samedi (télétravail les samedis)

The Home Depot•Montreal, QC

6d•Hybrid

About The Position

The Delivery Coordinator role is an on-site role at the Market Delivery Operation (MDO) in Montreal and will play a critical role in the overall success of Appliance Deliveries across the entirety of the Quebec market. This role will be focused on the customer experience associated with Appliance Deliveries, Online big and bulky home deliveries (LTL Home Delivery).

Requirements

5+ years’ experience in retail store at service desk and/or with deliveries picking, staging or loading.
2 years experience with delivery management routing system (Descartes is a plus).
Strong sense of urgency and passion for logistics.
Results driven.
Proactive problem solver.
Demonstrated customer focus.
Team player and strong relationship builder, primarily with carrier, drivers and internally with stores.
Process improvement focused, with proven ability to help implement change when needed.
Continuous learner.
Ability to multi-task and manage time accordingly.
Knowledge of store and/or carrier processes is an advantage.
Ability to work different shifts may be required.

Nice To Haves

Experience with Descartes is a plus.

Responsibilities

Make proactive customer calls, including, but not limited to: 72-hour call to customer to qualify the delivery (manual); 48-hour email and 24-hour window call to customer, both triggered by the system. On occasion, manual emails and calls may be required in the event of systems outages.
"No Inventory" calls to customer when appliance inventory is unavailable for the planned next day delivery (manual).
"Reschedule" calls for Back Order recovery and Missed Deliveries (manual).
Manage Inbound Calls and Emails, including, but not limited to: Communications from the THD Contact Centre, From Stores regarding Fly By Deliveries, From Customers.
Manage Driver Interactions (When required – Drivers will primarily call into the THD Contact Centre).
Navigate Delivery Management System (DMS) functions, including, but not limited to: Search, change, or execute change in DMS regarding customer deliveries, including but not limited to: address changes, returns owing to damages, adding services to the order, investigating missed deliveries, rescheduling deliveries in DMS, date and windows confirmation, confirmation of delivery status.
Serve as the primary point of contact for Fly By Delivery Requests, Arranging store pick ups, and following through on Delivery Statistics.
Manage returns, including contacting customers and stores to book return pick ups.
Take feedback/complaints about the drivers.
Liaise with the MDO operational team on site to confirm details associated with appliance delivery.
Serve as the primary point of contact for the THD Contact Centre on any questions or escalations associated with Appliance Delivery.
Understand and leverage THE HOME DEPOT DELIVERY MANAGEMENT SYSTEM (DMS) capabilities to hold carrier accountable for delivery performance.
Regularly communicates with key stakeholders including: associates at stores handling deliveries, OPS ASM’s CXM’s, Store Manager, Expeditors, Pro Account Expeditors (PAE’s), carrier leadership team and their drivers frequently, MDO team, liaise with peers on Deliver from store team.
At times may need to connect with customers directly to help solve escalations.
Ensure right truck right route for each delivery recognizing some stores have 2 trucks each.
Monitor capacity to ensure enough capacity to meet daily demand.
Provides insights into driver and route performance for dedicated carriers.
Executes flawlessly on day-to-day route planning and daily route management.
Audits daily load planning & last-minute add-ons to meet customer requirements.
Monitors daily routes in collaboration with carrier operations to ensure deliveries done on time and to customer satisfaction.
Prioritizes PRO deliveries.
Is day-to-day store & carrier single point of contact, resolves daily issues, holds all parties accountable for following prescribed processes.
Ensures returns are managed according to prescribed processes.
Identifies and implements improvements for better cost & service.
Adapts to change easily and works through ambiguity of new roles, processes and systems.