Delivery Process Manager

General Rv Center•Ocala, FL

1d•Onsite

About The Position

The Delivery Process Manager is responsible for ensuring an exceptional delivery experience for every customer. This individual is tasked with overseeing that units are prepped, cleaned, and ready before the customer's arrival. The Delivery Process Manager will supervise the Delivery Coordinators and Delivery Specialists, ensuring they are knowledgeable and prepared for every delivery.

Requirements

Minimum of a High School Diploma is required.
Previous customer service experience is required.
Experience within a retail environment a must.
Proven leadership experience with direct reports
Basic computer knowledge is required.
Excellent communication skills, both written and verbal.

Nice To Haves

Previous sales experience is desired but not required
Quick learner with a friendly, outgoing and goal-oriented personality.
Ability to multitask and complete tasks in a timely and efficient manner.

Responsibilities

Maintain the customer as the number one priority, motivating all departments (finance, sales, service, and parts) to ensure the units are ready to deliver and escalate to management when roadblocks occur.
Act as the impartial catalyst between departments to increase a sense of urgency, communication, and a higher level of customer service standards, always acting on behalf of the customer.
Assist with leading, developing and mentoring the Camping Specialists providing training, ensuring a proper demo occurs, product knowledge is maintained, external work orders are paid, and any outstanding customer questions are answered before the customer leaves.
Provide training to Guest Coordinators ensuring all 24-hour confirmation calls are made, CAMP is used in real-time, and any outstanding customer questions are answered before the customer leaves.
Communicate with PDI Foreman & Service Management team to ensure units are being prepped at a minimum of 48 hours before the delivery appointment. When this does not occur, ensure the management team develops a game plan for completion.
Verify with the Cleaning team to ensure units are cleaned and washed 24 hours before the delivery appointment and when this does not occur, ensure the service team has a game plan for completion.
Ensure the team completes QC walking each unit before delivery, verifying each RV is prepared to General RV standards and ready for our customers to take home.