Home Delivery Customer Service Manager

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 Home Delivery Associate Team Supervisor 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
About Wayfair
Wayfair Inc. offers an extensive selection of home furnishings and dà cor across all styles and price points. The Wayfair family of sites includes:
Wayfair, an online destination for all things home
Joss & Main, where beautiful furniture and finds meet irresistible savings
AllModern, your home for affordable modern design
DwellStudio, a design house with a decidedly modern vibe
Birch Lane, a collection of classic furnishings and timeless home dà cor
Wayfair generated $3.4 billion in net revenue for full year 2016. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 5,600 people.

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