Delivery Process Manager

GENERAL RV CENTER•Salisbury, NC

4d•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.

Requirements

Minimum of a High School Diploma is required.
Previous customer service experience is required.
Experience within a retail environment a must.
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.
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.
Act as the customer's voice at all times, and if the unit is not ready for any reason, develop and oversee a plan to get it ready. Focus remaining on communicating and working with department heads; rather than completing the work themselves.
Conduct daily meetings with Sales and Service Management to ensure everyone is ready for the day's deliveries.
If barriers exist within the store, collaborate with the Corporate Delivery Process Manager to find solutions and reduce future barriers.
Report data to Corporate management regarding failure to launch, high alert entries, and other barriers by maintaining an open line of communication for feedback, accountability, and process improvements.
Responsible for monitoring the CAMP Delivery Board and creating a daily game plan for the upcoming deliveries to ensure DS's & DC's are prepared.
Responsible for ensuring each unit is walked a minimum of three hours before delivery verifying it is clean and prepared to be presented to our customers.
Ensure the Day of Delivery SS is updated any time there is a "high alert" and provide timely analysis and troubleshooting if delivery issues arise.
Ensure CAMP is up to date and live, allowing the Delivery Process Manager to interpret data looking for process improvement, and collaborate on implementation.
Review the root cause of any customer experience issues identified and strategize for future success through collaboration with the Corporate Delivery Process manager.
Responsible for setting a customer-centric culture and holding team members to those standards.
Responsible for working with all departments and driving urgency to ensure we are doing everything possible to give the customer the best possible experience.
Responsible for ensuring the customer is supported throughout the entire day so that all questions are answered when they leave General RV. They have points of contact, feel confident about using their hitch (if applicable) and their unit as a whole.