Job Title: Delivery Manager

Job Summary: Oversee and conduct duties to ensure the success of the daily operations of our delivery and spa warehouse departments. Ensure a high level of customer service for a safe and seamless delivery serving as a liaison between internal and external customers all while maintaining a positive and collaborative relationship with all departments in alignment with company goals and growth. “One more hot tub, endless pool, or sauna in one more backyard!”

Duties and Responsibilities: Delivery Manager:

• Oversee, coach, supervise, and manage employees.
• Provide excellent customer service.
• Conduct and follow delivery process, schedule, and coordinate the deliveries of hot tubs, Endless Pools, and saunas.
• Ensure strong warehouse and inventory management.
• Ensure continuous improvement in processes and procedures.
• Work and collaborate with the management team to ensure successful cross-departmental processes are consistent and successful from sale to delivery.
• Conduct product knowledge and training on a continuous basis.
• Manage and monitor open orders, collect final payments, follow up after incomplete deliveries.
• Monitor and track equipment and vehicle maintenance.
• Ensure employees, equipment, and processes follow all safety requirements.

Other related duties

• Process all new spa, sauna, endless pool sales: Deposits, Warehouse Product and time in the warehouse, Collect Balances and/or work with team members to collect balances, Release product for sale based on above with supervision, Product - In Stock / NTO / O/O
• Contact sales manager or general manager and salesperson for any missing paperwork
• Contact customers unless otherwise indicated by sales professional within twenty four hours of sale (excluding weekends) to review and confirm all delivery details and requirements, unless otherwise specified/requested by sales or management.
• Confirmed Items purchased as indicated on the spa sales agreement and delivery checklist: Time frame for all in stock and necessary need to order items, Electrical requirements, Access requirements, Water requirements, Site prep necessary and support for spa, sauna, or endless pool, General delivery process
• Review money policies: ½ down to hold, final payment due within 30 days for in-stock or 30 days after receiving any need to order items, Final payment due prior or on delivery: confirm payment as indicated on sales invoice.
• Order all hot tubs, endless pools, saunas, and all related accessories.
• Inventory all hot tubs, endless pools, saunas, and accessories weekly.
• Inventory hot tub, endless pool, and sauna accessories weekly based on the agreed-in-stock list and request order placement of necessary items with purchasing agent/or back up personnel accordingly.
• Order all hot tub, endless pool, and sauna accessories that are non-stock items via purchasing agent/or backup personnel accordingly.
• Inventory and receive hot tubs, covers, endless pools, saunas, and accessories on truckloads (not regularly shipped items): verify colors, models, covers that shipped are the correct cover for said models (not just matching # on the packing list).
• Contact manufacturer for missing and or damaged items: replacements in an increased timeframe to accommodate customers and get reimbursement accordingly for damages.
• Receive all incoming delivery related phone calls and questions from both internal and external customers.
• Proactively reach out to customers to check in on building, timeframes, updates, etc; use Hubspot when speaking with customers on when to reach back out.
• Proactively reach out to customers anticipated arrival to reschedule.
• Reach out to customers in lieu of any delays in shipments or likewise.
• Schedule deliveries, prepare Work Orders, Pictures, Water Care boxes/any in-store accessories, Paperwork to warehouse personnel on all outgoing deliveries: tubs, saunas, Endless Pools, and Hot tubs, Final Payment (cc should be run day prior), if not collected on the day of delivery, must be following up to collect final payment. No deliveries will be scheduled without knowledge of how the customer is paying.
• Schedule delivery, installation, and follow up calls needed for all hot tub, endless pool, and sauna sales.
• Coordinate with service any supplemental help needed for initial deliveries and or installs, or after delivery follow up as needed.
• Distribute work orders and checklists daily; sales pros call customers within twenty-four hours; add to follow-up schedule for front-end and retail store managers.
• Coordinate with the delivery team and sales and marketing coordinator, general manager, or others as applicable for show setup and teardown as needed.
• Coordinate pick up of leaking hot tubs for in-house repair per service request. Service should be proactively communicating repairs and time.
• Update and share weekly inventory and schedules from the money-down sheet.
• Track all spa shipments, deliveries, moves, repairs, pickups, freight, and time frames.
• Track pre-owned spas: Send all information to General Manager, Sales Manager, and Director of Sales and Marketing, including Date received, Customer, Serial Number, Pick up date, Items used in repair (cost and retail), Labor hours, Communicate to sales and marketing coordinator and general manager when available for sale, to include pics, above, items on order, Ensure tubs are re-wrapped and put back in the warehouse, Keep ongoing list of pre owed spas.
• Tracking all hot tubs, saunas, and endless pools, to include but not limited to: KG/SM for now, Money Down, Balance Due, Time Spent holding Hot Tub, Endless Pool, Sauna, Ordering based on anticipated/requested delivery, Pending deliveries, Missing Information, Freight.
• Coordinate and schedule missing items, follow up repairs for new deliveries and showroom tubs.
• Work directly with customer service and track damages on deliveries: track and communicate to management weekly as possible, no less than one month. Keep eye on trends, and work with management/ownership and manufacturers for reimbursement, compensation accordingly.
• Compile tubs, saunas, and endless pools delivered monthly.
• Send out monthly deliveries for sales department to register warranties.
• Register Warranties
• Add equipment into service point.
• Convert lead type to owner and add equipment in to counterpoint.
• Warranty work repaired tubs in the warehouse.
• Deliveries to Customer Service rep in service weekly to contact and follow up
• Calling tubs in stock for updates.

Skills and Qualifications:

Must have a minimum high school diploma with a background or experience in some or all elements of; delivery, logistics, mechanical, electrical or plumbing experience with a minimum of 5 years management experience or an equivalent combination of education and experience.

• Ability to manage, coach, and train employees.
• Excellent customer service skills.
• Excellent organizational and time management skills.
• Excellent safety orientation skills.
• Excellent computer skills with the ability to learn programs for searching customer details, tracking, and collecting balances ie: Excel, Google Drive, and customer databases.
• Familiarity with computer servicing programs and routing.
• Ability to move heavy objects.
• Proven ability to handle multiple phone calls, emails, and customer requests simultaneously.
• Computer Proficient.
• Strong Communication Skills
• Enjoy exceeding customer expectations.
• Willingness and ability to learn basic working knowledge of hot tubs, endless pools, and saunas for troubleshooting and scheduling.
• Able to communicate and improve business solutions in alignment with company goals.
• Flexibility and diversity of responsibilities customer service offers.
• Able to work independently with little or no supervision.
• Team Player
• Follow All Company Policies and Procedures, lead by example, and assist in maintaining company image and customer service

Key Competencies –

• Leadership
• Conflict Management
• Organization
• Decision-making
• People management
• Critical thinking
• Progressive
• Continuous Learner
• Professional
• Perpetual Learning

Education & Experience –

• Bachelor’s Degree or relevant experience
• Ability to communicate effectively
• Relevant experience
• Working knowledge of management software
• Management of employees/teams

Supervisory Responsibility: This position will be responsible for supervising the department, and daily operations.

Work Environment: - The position is in a professional office environment. You will be expected to sit at a desk and use company equipment such as computers, phones, printers, and scanners. Scheduled Site Visits with Technicians via service dispatchers

Physical Demands: - This position requires you to be sitting for extended period of time, the ability to talk on the phone, and the occational situation where you must lift items to move them around the office.

Position Type and Expected Hours:- The Delivery Manager position is a full-time, exempt position. Office hours are 7 am-4:30 M- F, other as needed as seasonal business trends fluctuate.

Travel: Occasional travel to outlying locations and customer’s homes as needed.

Pre-employment drug screen, proof of clean driving record, and background check are required.

Job Type: Full-time

Pay: $45,000.00 - $69,268.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Day range:

• Monday to Friday

Experience level:

• 1 year

Shift:

• 8 hour shift

Work Location: In person