Wayfair Careers

Home Delivery Lead

Pompano Beach, FL
Supply Chain & Logistics - CastleGate

Job Description

Do you have the business savvy and problem-solving skills necessary to thrive in a start-up environment? Are you looking to hit the ground running and have an immediate impact in a highly visible role? If so, you are a great fit for one of Wayfair’s fastest growing, new businesses, Wayfair Dedicated Delivery.

The Wayfair Home Delivery department is looking to add a Customer Service Manager to our local delivery center. This person will play a key role in improving customer satisfaction and driving repeat business in their region by ensuring that Logistics Administrators provide world class customer experiences at every opportunity.


What you will do:

  • Supervise team of Customer Service Representatives while they perform day to day job functions
  • Reduce Order Turn Time by monitoring scheduling platforms to ensure that orders are being scheduled and delivered as quickly as possible
  • Proactively monitor order management systems and routing systems to optimize routes and resolve outstanding order issues
  • Monitor, report, and improve KPI, including NPS, On Time Delivery %, and Phone Queue metrics
  • Support our Customer Service and Sales teams in their efforts to answer customer inquiries and facilitate order change requests
  • Provide instruction and feedback to third party delivery partners regarding objective and subjective KPI
  • Create and implement teambuilding exercises for staff
  • Provide direct input into the existing user tools and make recommendations for process changes/improvements
  • Work closely with the Terminal Manager to ensure the overall building outperforms expectations


Who you are:

  • Comfort with delivering and improving upon KPI
  • Customer Centric approach
  • Well organized and detail oriented
  • Strong leadership skills, ability to build and manage teams
  • Proactive in identifying opportunities for improvement and driving process improvements
  • Ability to build positive partnerships with internal and external groups to optimize performance
  • BA/BS in management, administration, supply chain, customer service, or 5 years working experience in product distribution
Requisition ID: 19053