Market Delivery Lead: Customer-Focused Logistics

Lowe's Companies, Inc.; Greensboro (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

Lowe’s Companies, Inc. seeks a Market Delivery Manager to ensure delivery customer satisfaction through service and quality control standards for customers in a defined market, coordinating between cross dock terminals, 3PL delivery, BD Cs, and Lowe’s stores.

The role partners with store operations, field delivery directors and supply chain teams to implement solutions that improve home delivery operations and advocate for customers, while leading a team and driving continuous improvement.

Qualifications

• Bachelor’s Degree in Operations, Supply Chain, or related field with 7+ years of relevant experience.
• H.S. Diploma with 9 years of relevant experience.

Responsibilities

• Oversee a Market-based ASA team responsible to support delivery operations including performance monitoring, inbound call monitoring, customer service escalations, issue identification and resolution and continuous improvement efforts.
• Knowledge of financial statements and plans. Analyzes variances and creates corrective actions.
• Prepares action plans, resolves problems, completes audits and identifies trends.
• Ability to lead others to deliver business results and handle multiple tasks in a fast paced environment.
• Extensive knowledge of Home Delivery Operations and processes.
• Serve as the market leader of the XDT Network through interactions with 3PL service providers, Lowe’s Supply Chain functional teams, Lowe’s distribution nodes (RDC, BDC, ADC, etc.) and store operations.
• Identifies capability gaps and provides coaching in partnership with 3rd party delivery operator’s leadership teams to address gaps and improve service.
• Effective problem solving, change leadership, team orientation and empowerment skills.
• Communicates Delivery successes and opportunities regularly with our Retail Selling stores to improve customer sales/delivery experiences. Builds and maintains Business relationships with Retail and Pro Lowe’s partners.
• The MDM performs supervisory responsibilities including employment decisions regarding hiring, promoting, demoting and terminating, conducting performance reviews, appraisals, coaching and developing associates.
• Maintains continuous dialogue with 3PL vendor partner(s) to address and resolve claims and complaints received involving In Home Customer Delivery experiences.
• Reviews Market-level productivity and quality metrics with Markets on a Daily/Weekly and Monthly basis and utilizes this information to drive operations improvements at the Market level.

Education

Bachelor’s Degree in Operations, Supply Chain, or related field

H.S. Diploma and 9 years of relevant experience

Job description

Lowe’s Companies, Inc. seeks a Market Delivery Manager to ensure delivery customer satisfaction through service and quality control standards for customers in a defined market, coordinating between cross dock terminals, 3PL delivery, BD Cs, and Lowe’s stores.

The role partners with store operations, field delivery directors and supply chain teams to implement solutions that improve home delivery operations and advocate for customers, while leading a team and driving continuous improvement.