Lead Delivery Driver

Sleep Number•Franklin, WI

About The Position

The Lead Delivery Driver provides an exceptional customer experience by delivering, assembling, demonstrating, relocating, and repairing Sleep Number Smart Beds and other products in customers’ homes. The role serves as the local point of contact for fulfillment quality and inventory management and shares responsibility with the Supervisor for the local fleet, including DOT compliance and preventative maintenance. As a subject matter expert in products and in-home service, the Lead Delivery Driver sets standards for efficient, high-quality work and customer engagement. The role also trains new team members, keeps current team members informed about changes, and assists them with job-related questions and challenges. The position supports inventory analysis and validation across storage facilities, dock locations, and products on trucks; works with Retail and Supply Chain contacts to support timely product arrival and disposition; and communicates team updates and performance information. It also assists Supervisors with Customer Experience Evaluations and performs other duties related to business needs.

Requirements

High school education or GED equivalent.
2–3 years of customer service experience.
Must be at least 21 years old.
Valid driver’s license and clean driving record; must be able to drive a commercial motor vehicle with a gross weight of 15,001 pounds or more. A CDL is not required.
Must maintain identification that allows access to military bases, such as a State-issued enhanced driver’s license (Real ID), Enhanced ID, Passport Card, U.S. Department of Defense ID, or other acceptable identification.
Must pass a criminal record check, DOT physical, drug screen, and road test, and maintain a clean motor vehicle record.
Ability to provide training tailored to individual team members’ needs.
Strong communication skills for internal and external customers.
Ability to serve customers and demonstrate strong problem-solving skills.
Ability to follow standard operating procedures and safety procedures.
Ability to operate a company vehicle in a variety of traffic and weather conditions.
Ability to work with common hardware and power tools.
Strong customer service and communication skills.
Strong mechanical and technical aptitude.
Knowledge of smartphone technology and a basic understanding of wireless networks.

Nice To Haves

One year of Field Service Technician experience preferred.

Responsibilities

Meet the requirements of a Field Services Technician.
Serve as the primary trainer for new Field Services team members and train current team members on policy, procedure, and product or service changes.
Manage, analyze, report, and validate market inventory at storage facilities, dock locations, and on trucks.
Maintain trucks and work with the leader to keep the fleet in optimal operating condition.
Maintain open communication with field team members, respond to on-the-job questions and concerns, and escalate issues to the Field Services Supervisor.
Communicate key messages, goals, process changes, and performance results to and from team members.
Develop and maintain relationships with Retail and internal and external Supply Chain contacts to support timely product arrival, disposition, and inventory management.
Conduct customer-home delivery, relocation, assembly, demonstration, and repair visits according to product specifications and customer experience standards.
Assist Supervisors in conducting Customer Experience Evaluations (CEE).
Perform daily duties assigned by the Field Services Supervisor and other duties related to business needs.

Benefits

Medical insurance
Pharmacy benefits
Dental insurance
Life insurance
Disability insurance
401(k)
Paid time off
Additional resources that support emotional, financial, career, community, and physical wellbeing
Bonus plan with monthly payout opportunity

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