Delivery Process Manager

GENERAL RV CENTER; Ocala (FL); Sur place; USD 55 000 - 85 000; Plein temps

Résumé du poste

General RV Center seeks a Delivery Process Manager to oversee the delivery experience, ensuring RV units are prepped, cleaned, and ready for customers. You will supervise Delivery Coordinators and Specialists, driving training and ensuring readiness 48 hours before delivery.

You will lead cross-functional teams across finance, sales, service, and parts, maintaining customer focus and escalating roadblocks to maintain the highest service standards.

Qualifications

• Minimum of a High School Diploma.
• Previous customer service experience required, retail preferred.
• Proven leadership experience with direct reports.

Responsabilités

• Oversee delivery prep to ensure units are ready before customer arrival.
• Lead Delivery Coordinators and Delivery Specialists, providing training.
• Coordinate with PDI, Service, and parts to meet 48-hour readiness targets.
• Maintain customer focus and drive cross-department urgency for service levels.
• Conduct daily meetings and report delivery issues to leadership.

Connaissances

Leadership

Customer service

Team training

Cross-functional collaboration

Formation

High School Diploma

Description du poste

Overview

The success of General RV Center is rooted in our exceptional team, which has been growing since 1962. Our sustained growth has been fueled by our family values and passion for the RV lifestyle. Today, General RV Center stands as the Nation's Largest Family-Owned RV Dealer, with locations nationwide and a global presence through our Internet Sales team.

What's in it for you? When you join our team, you become part of the General RV family. It's more than a job - it's the opportunity to build a career, make a difference, and be part of an exciting industry.

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. The Delivery Process Manager will supervise the Delivery Coordinators and Delivery Specialists, ensuring they are knowledgeable and prepared for every delivery.

Responsibilities

People:

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 escalation 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.

Lead, develop and mentor the Delivery Specialists providing training, ensuring a proper demo occurs, product knowledge is maintained, external work orders are paid, and any outstanding customer questions are answered before the customer leaves.

Lead, develop and mentor the Delivery Coordinators providing training ensuring all 24-hour confirmation calls are made, CAMP is used in real-time, and any outstanding customer questions are answered before the customer leaves.

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.

Communication:

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 the PDS's, DC's, 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.

Planning & Executing:

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.

Shadow DS's regularly to ensure they are providing a leading industry demo experience.

Shadow the DC's on a rotating basis to ensure customers are being treated as VIPs and are being informed every step of the way.

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.

Customer Experience:

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.

Qualifications

Minimum of a High School Diploma is required.

Previous customer service experience is required. Experience within a retail environment a must .

Proven leadership experience with direct reports

Previous sales experience is desired but not