HOME DELIVERY SUPPORT SPECIALIST
About The Position
Serena & Lily is seeking a Home Delivery Ops Support Specialist. This role will support our Home Delivery Operations team and network of Home Delivery Carrier providers working together to bring the best-in-class delivery experience to our customers. Help shape the future of our Home Delivery Experience for Serena & Lily! To be successful in this role, you need a passion for operational excellence in home delivery with a data driven mindset, strong communication and interpersonal skills. This candidate is an effective problem solver who is confident in their ability to drive change and lead with a positive, solution-oriented mindset.
Requirements
- 2-3+ years in logistics or operations, preferably in the retail Home Delivery space.
- Proficient with Microsoft Office such as Word, Outlook, & strong Excel skills.
- Familiar with carrier trace/tracking portals, WMS/ERP & CRM systems
- Excellent communication and interpersonal skills, with the ability to engage with internal teams and external partners.
Responsibilities
- Prioritize and monitor key KPI metrics to track performance and delivery success rates across our carrier network.
- Collaborate with DC/Supply Chain, Customer Service, Retail and Tech teams on cross-functional workstreams or initiatives.
- Ensure seamless last-mile delivery by coordinating between teams, troubleshooting, and providing support to our delivery personnel.
- Oversee timely reverse logistics in partnership with our DC team from our HD hubs.
- Assist in case management and the timely resolution of tickets and any operational issues within our delivery network and internal customer care teams.
- Support our Platinum Program with high value client deliveries & carrier coordination.
- Champion brand awareness with continuous training & product education.
- Coordinate and assist in managing necessary logistics arrangements required for retail or brand events.
- Utilize technology and software to monitor deliveries, track metrics, and identify areas for efficiency improvements.
- Review NPS and customer satisfaction feedback around delivery experience.
- Train and educate team members on new processes and procedures and maintain SOP documentation.
Benefits
- Employees (and their families) are covered by medical, dental, vision, and basic life insurance should they choose to participate in Serena & Lily’s benefits.
- Employees can enroll in our company’s 401k plan.
- During the first year of employment, full-time employees accrue twenty days of PTO and seven paid holidays throughout the year.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
