Why join us?
At Design Within Reach, home comes first.We believe in creating and sourcing pieces that move with you and are meant to be enjoyed over a lifetime - from home to home, generation to generation. For us, that means exceptionally crafted, built-to-last, and beautifully designed furnishings.
Our purpose is to design for the good of humankind. It's the ideal we strive toward each day in everything we do. Being a part of Design Within Reach means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows Design Within Reach to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.
About this opportunity:
We are seeking an experienced Final Mile Operations Manager to oversee the end-to-end delivery process to our customers. This role is responsible for material handling, transportation management, service recovery, and overall Home Delivery performance. You will work within established budgetary goals, develop and maintain vendor performance metrics, and champion initiatives to ensure an exceptional customer experience.
What you'll do:
Work in tandem with the Delivery Service Teams on ensuring processes and executing contractual agreements with partnered third party delivery agents to maximize the customer experience with delivery.
Maintain process documentation and implement training on such to ensure compliance with standards and best practices for consumer relations.
Evaluate delivery agent performance and report to team on such performance based on service, volume, and budgetary optimization.
Continually locating and vetting additional agents for redundancy and excess volume coverage that will provide the highest quality deliver performance for our customers within assigned markets.
Point of contact for escalated service issues and responsible for resolution of issue.
Lead operational aspects of On-Boarding of new agents.
Site Visits routinely to verify proper procedures and service for our customers.
Build and maintain relationships both internal and external to benefit our customer service and overall company performance.
Daily Service Failure Escalations resolution from initial cause through corrective actions
Interface with studio leadership to understand service issues as well as general needs and enhancements that will add to the customer experience.
Consistent communication with Agents on opportunities and improvements within service arena.
Monitor key metrics in the delivery arena for maximum efficiency and quality of delivery to our customers.
Partner with Quality, Product, Merchandising, and Delivery Agents on identifying, accessing and implementing corrective actions with quality, delivery and transportation of product to destination.
Requirements:
Four Plus years of leadership experience in operations/ Final Mile management
Ability to work and lead in a team environment and communicate across all levels of the organization.
Ability to travel both domestically and internationally.
Excellent communication and interpersonal skills, with the ability to communicate effectively with internal and external stakeholders.
Strong analytical and problem-solving skills, with the ability to research and investigate root causes and develop recovery strategies.
Proficiency in Microsoft Office applications, particularly Excel and Word.
Ability to manage multiple priorities at once, demonstrating a sense of urgency to meet deadlines.
Bachelor's degree in Logistics or Business (preferred)
Experience managing final mile deliveries and agents for large box retailers (preferred)
ERP and WMS system knowledge (NetSuite, Salesforce, SCALE) (preferred)
Who We Hire?
Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. Design Within Reach is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We're committed to equal opportunity employment, including veterans and people with disabilities.
This organization participates in E-Verify Employment Eligibility Verification. In general, MillerKnoll positions are closed within 45 days and are open for applications for a minimum of 5 days. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.
MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at [email protected].
Simply put, we hire everyone. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We're committed to equal opportunity employment, including veterans and people with disabilities.
