DESCRIPTION DU POSTE

Le coordonnateur, Livraisons, travaille au centre d’opérations de livraison sur le marché (MDO), à Montréal. Il joue un rôle essentiel dans le succès global des livraisons d’électroménagers dans l’ensemble du marché québécois.
Le titulaire de ce poste met l’accent sur l’expérience des clients en ce qui a trait aux livraisons d’électroménagers, aux livraisons à domicile d’articles lourds et volumineux commandés en ligne (chargement partiel à domicile), et aux livraisons du magasin au domicile (expédition à domicile). Il supervise les livraisons par voiture et fourgonnette effectuées au moyen d’un modèle participatif, ainsi que les livraisons du magasin au domicile par camion à plateau. Il est responsable des chauffeurs tiers et utilise le système de gestion des livraisons de Home Depot. Dans le futur, ce système sera utilisé pour créer des itinéraires quotidiens bien planifiés et exécutés pour les livraisons du magasin au domicile par camion à plateau; la gestion de la capacité des transporteurs sera alors essentielle à une expérience de livraison réussie, rapide et fluide pour nos clients. Le titulaire tient nos transporteurs tiers responsables de l’exécution des itinéraires selon des normes de rendement élevées et de la gestion des livraisons aux clients de la façon la plus efficace et la plus rentable possible afin de leur offrir une expérience de livraison irréprochable.

EXPERIENCE / KNOWLEDGE REQUIRED:

• 5+ years’ experience in retail store at service desk and/or with deliveries picking, staging or loading
• 2 years experience with delivery management routing system (Descartes is a plus)
• Strong sense of urgency and passion for logistics
• Results driven
• Proactive problem solver
• Demonstrated customer focus
• Team player and strong relationship builder, primarily with carrier, drivers and internally with stores.
• Process improvement focused, with proven ability to help implement change when needed
• Continuous learner
• Ability to multi-task and manage time accordingly
• Knowledge of store and/or carrier processes is an advantage
• Ability to work different shifts may be required

POSITION PURPOSE:

The Delivery Coordinator role is on-site role at the Market Delivery Operation (MDO) in Montreal will play a critical role in the overall success of Appliance Deliveries across the entirety of the Quebec market.
This role will be focused on the customer experience associated with Appliance Deliveries, Online big and bulky home deliveries (LTL Home Delivery), and Store to Home (STH) Deliveries, including oversight of car and van deliveries performed through a crowd-source model, as well as Store-to-Home (STH) Flatbed Deliveries. The Delivery Coordinator will manage dedicated 3rd party drivers and leverage THE HOME DEPOT DELIVERY MANAGEMENT SYSTEM (DMS); in the future DMS will be used to create daily routes that are well planned and executed for Store-to-Home Flatbed deliveries, where managing carrier capacity will be foundational to success and ensuring a successful on-time fast and frictionless delivery experience for our customers. The position will hold our 3rd party carriers accountable to high performance standards executing routes and managing customer deliveries in the most efficient and cost-effective manner to support the best-in-class customer delivery experience

RESPONSIBILITIES

• The Delivery Coordinator will perform the following tasks associated with Appliance Delivery:
• Make proactive customer calls, including, but not limited to:
• 72-hour call to customer to qualify the delivery (manual)
• 48-hour email and 24-hour window call to customer, both triggered by the system. On occasion, manual emails and calls may be required in the event of systems outages.
• “No Inventory” calls to customer when appliance inventory is unavailable for the planned next day delivery (manual).
• “Reschedule” calls for Back Order recovery and Missed Deliveries (manual).
• Manage Inbound Calls and Emails, including but not limited to:
• Communications from the THD Contact Centre
• From Stores regarding Fly By Deliveries
• From Customers
• Manage Driver Interactions
• When required – Drivers will primarily call into the THD Contact Centre.
• Navigate Delivery Management System (DMS) functions, including but not limited to:
• Search, change, or execute change in DMS regarding customer deliveries, including but not limited to: address changes, returns owing to damages, adding services to the order, investigating missed deliveries, rescheduling deliveries in DMS, date and windows confirmation, confirmation of delivery status.
• Serve as the primary point of contact for Fly By Delivery Requests, Arranging store pick ups, and following through on Delivery Statistics.
• Manage returns, including contacting customers and stores to book return pick ups.
• Take feedback/complaints about the drivers.
• Liaise with the MDO operational team on site to confirm details associated with appliance delivery.
• Serve as the primary point of contact for the THD Contact Centre on any questions or escalations associated with Appliance Delivery.
• The Delivery Coordinator will perform the following tasks associated with Store-to-Home & Less than Trailer Load (LTL) Deliveries:
• Understands & leverages THE HOME DEPOT DELIVEY MANAGEMENT SYSTEM (DMS) capabilities to hold carrier accountable for delivery performance
• Regularly communicates with key stakeholders including: associates at stores handling deliveries, OPS ASM’s CXM’s, Store Manager, Expeditors, Pro Account Expeditors (PAE’s), carrier leadership team and their drivers frequently, MDO team, liaise with peers on Deliver from store team. At times may need to connect with customers directly to help solve escalations
• Ensure right truck right route for each delivery recognizing some stores have 2 trucks each
• Monitor capacity to ensure enough capacity to meet daily demand
• Provides insights into driver and route performance for dedicated carriers
• Executes flawlessly on day-to-day route planning and daily route management:
• Audits daily load planning & last-minute add-ons to meet customer requirements
• Monitors daily routes in collaboration with carrier operations to ensure deliveries done on time and to customer satisfaction
• Prioritizes PRO deliveries
• Is day-to-day store & carrier single point of contact, resolves daily issues, holds all parties accountable for following prescribed processes
• Ensures returns are managed according to prescribed processes
• Identifies and implements improvements for better cost & service
• Adapts to change easily and works through ambiguity of new roles, processes and systems