What are the responsibilities and job description for the Final Mile Manager position at Opportunities?
Arhaus was founded in 1986 on a simple idea: Furniture and décor should be sustainably sourced, lovingly made, and built to last. Today, we partner with artisans worldwide who share our vision, creating beautiful, heirloom-quality pieces that can be used—and loved—for generations.
The Final Mile Manager, Final Mile Operations, is responsible for leading the Final Mile Partners and 3PL Relationships while overseeing the overall performance of the Final Mile Operations of their designated hub(s). Their primary focus is to ensure each provider executes Arhaus Standard Operating Procedures. They will ensure that the required delivery deadlines are met and that there is a consistent brand-right experience at the hub(s). Their local presence will elevate the Arhaus customer experience. The role requires strategic focus, physical presence, and active participation to ensure the level of service provided in each Final Mile location exceeds the customer's delivery needs.
Essential Duties & Responsibilities:
In partnership with the 3PL Provider Management team, the Final Mile Manager will be expected to oversee the day-to-day operations at designated hub facilities to ensure adherence to SOPs. They will oversee the performance of key metrics such as cost per stop, order cycle time, on-time delivery percentages, return and exchange rates, and most importantly, customer satisfaction. Oversight will include participation in morning loadouts and standup meetings with drive teams/3PL provider management. Strong partnerships are critical, both internally and externally. They will support their local store management team as issues arise and attend store transfer deliveries regularly. The Final Mile Manager will work with 3PL Provider Management to identify specific areas of improvement and share best practices among locations and with colleagues. They will share product-specific information and assembly instructions with the 3PL Provider to promote training and education to the delivery team. On-site operation audits will be required to hold Arhaus to a standard of accountability. While monitoring the delivery experience, they will investigate delivery failures and escalations to provide resolution and root cause to the internal and external customers. The Final Mile Manager will complete 3PL Provider invoicing approval for billing accuracy.
Key fundamental skill sets for this role will be:
- Demonstrate knowledge of the operations
- Does not shy away from confrontation and can handle conflict resolution
- Strives to meet or exceed the expectations of internal and external customer standards
- Adapts to change quickly and easily and performs effectively; demonstrates the ability to multi-task, managing competing priorities effectively as well as their time
- Self-Starter capable of working independently and making decisions with limited supervision
- Ability to thrive in a fast-paced environment
- Analytical ability with the capability to understand business challenges, solve complex problems, and drive towards solutions
- Demonstrated ability to communicate, collaborate, and influence cross-functionally; achieving results through internal and external partnerships
Requirements:
- Education: High school diploma; College Degree preferred.
- Must have 3-5 years in Logistics/Home Delivery Operations
- Valid Driver’s License required
- Reliable transportation
- Working knowledge of database applications such as Microsoft Office Suite of programs: Excel, Outlook, PowerPoint, Word and Teams.
- Dedication to business and allow flexibility with work hours if necessary: Typical 6 am start times and includes use of personal vehicle for ride-behinds and store visits
- No physical limitations that limit the ability to carry and move furniture weighing up to 150 lbs.
- Maintain the confidentiality of the customer’s information
Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.