Customer Service Manager

Job Description

We are Wayfair; we deliver a best-in-class customer experience in the furniture and home space because of people like you, who are driven, determined, collaborative, and thrive in a fast-paced environment. In order to maintain our high level of delivery standards and meet our customer’s needs, the Wayfair Dedicated Operations team plays a key role in improving customer satisfaction and driving repeat business. We’ve been busy building a best-in-class logistics network that allows us to delight customers by speeding up deliveries, adding services, and reducing damage using our own physical, asset-based warehouses. We are looking for talented hard-working individuals to join our growing team – your professional home awaits you at Wayfair!

What You’ll Do

• The Home Delivery Manager for our local delivery center will play a key role in improving customer satisfaction and driving repeat business in their region.
• Supervisor a team of logistics administrators while they perform day to day job functions, and ensure that they are providing world class customer experiences at every opportunity.
• 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 delivery center’s Terminal Manager to ensure the overall building outperforms expectations.

What You’ll Need

• BA/BS in management, administration, supply chain, customer service, or 5+ years working experience in product distribution.
• Comfort with delivering and improving upon KPI’s.
• A customer-centric approach, and the ability to build positive partnerships with internal and external groups to optimize performance.
• Organizational and detail-oriented skills.
• Strong leadership skills, ability to build and manage teams, and hold an engaging daily meeting with your team.
• Proactive in identifying opportunities for improvement and driving process improvements.
• Experience in a call center is preferred.
• Bi-lingual is a plus.