Lead Delivery Driver

Sleep Number•Albuquerque, NM

About The Position

Sleep Number is seeking a Lead Delivery Driver to deliver, assemble, demonstrate, relocate, and repair Sleep Number Smart Beds and other products in customers’ homes while providing an exceptional customer experience. The role serves as a local point of contact for fulfillment quality and inventory management, and shares responsibility with the Supervisor for fleet management, Department of Transportation compliance, and preventative maintenance. As a product and in-home service subject matter expert, the Lead Delivery Driver sets standards for efficient, high-quality work and customer engagement. The role also leads onboarding and training for new Field Services team members, trains current team members on policy, procedure, and product or service changes, and assists colleagues with questions and challenges. It supports market inventory oversight and truck maintenance, maintains communication with the field team and escalates issues to the Field Services Supervisor, and coordinates with Retail and Supply Chain partners to support timely product arrival and inventory management.

Requirements

High school education or GED equivalent.
2–3 years of customer service experience.
At least 21 years of age.
Valid driver’s license and a clean driving record; ability to drive a commercial motor vehicle with a gross weight of 15,001 pounds or more. A CDL is not required.
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.
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 member 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 varied 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, including storage facilities, dock locations, and products 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 partners to support on-time product arrival, disposition, and inventory management.
Conduct in-home delivery, relocation, assembly, demonstration, and repair visits in accordance with product requirements and customer experience standards.
Assist Supervisors with Customer Experience Evaluations.
Perform daily duties assigned by the Field Services Supervisor and other duties related to business needs.

Benefits

Bonus plan with monthly payout opportunity.
Eligible team members receive medical, pharmacy, dental, life, and disability insurance.
401(k).
Paid time off.
Additional resources that promote lifelong wellbeing across emotional, financial, career, community, and physical health.

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