White Glove Operations Coordinator

Quince

2d•$64,000 - $104,000

About The Position

We are seeking a White Glove Operations Coordinator to join our growing team. TheWhite Glove Operations Coordinator will own the real time performance of the large parcel delivery network, ensuring an exceptional delivery experience for customers. This role oversees shipment visibility, carrier and vendor performance, and exception resolution for the large parcel delivery network.

Requirements

2+ years of logistics experience, preferably in final mile, large parcel, furniture, appliance, or white glove delivery operations
Strong written and verbal communication skills
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
Excellent problem-solving and critical-thinking abilities
Strong attention to detail and organizational skills
Ability to work cross-functionally with internal teams and external partners
Customer-focused mindset with the ability to handle escalations professionally
Proficiency in G-suite, Looker Studio and general logistics or operations systems

Nice To Haves

Experience with large parcel, furniture, appliance, or oversized product delivery
Familiarity with appointment-based delivery scheduling and routing
Understanding of accessorial services (stairs, long carry, assembly, debris removal)
Knowledge of damage prevention practices and in-home delivery handling standards

Responsibilities

Track, trace, and manage large parcel shipments from origin to in-home delivery
Coordinate and monitor delivery appointment optionality and success rate
Ensure real-time status updates across all systems throughout the delivery lifecycle
Act as an escalation point for service failures and delivery exceptions
Proactively identify at-risk deliveries and work with carriers to prevent service failures
Manage and enforce vendor, shipper, and carrier SOP compliance.
Maintain daily communication with third party large parcel carrier network
Ensure carriers meet service level expectations including: Pickup capacity and execution Speed to customer In-Home Delivery Experience
Exception Management (ie. Lost in Transit, Damage)
Monitor carrier scorecards, including on-time performance, damage rates, and customer satisfaction
Support capacity planning for peak periods
Partner with customer support teams to provide delivery updates and resolve escalations
Coordinate delivery changes such as address updates, cancellations, and special requests
Ensure a smooth handoff between; vendor, linehaul, cross-dock, and final mile carriers
Act as operational escalation point for customer inquiries
Maintain accurate shipment data and milestone tracking
Respond promptly to internal and external communications
Escalate system issues, process gaps, or service risks that could impact delivery performance
Provide weekend or after-hours monitoring when needed
Audit delivery invoices including accessorials
File and manage damage and service failure claims with carriers
Track root causes of damages and missed deliveries to support continuous improvement
Maintain accurate documentation of delivery outcomes, photos, and customer sign-offs
Manage delivery exceptions including; Damages, Refusals, Access limitations (stairs, tight spaces, no elevator), Weather or delay disruptions
Coordinate redelivery, return to sender, or replacement shipments when necessary