Appliance Delivery Quality Manager

About the role

NXTPoint Logistics provides a complete range of end-to-end supply chain solutions spanning from distribution, warehousing and fulfillment to managed logistics, transportation and final mile delivery. It leverages broad 3PL capabilities, market-leading technology and deep vertical industry expertise to help both large and small clients reach greater levels of efficiency, service and profitability.

With over 30 owned facilities, more than 3.5 million square feet of warehouse space and an extensive partner network, NXTPoint Logistics offers the broad capabilities and reach of a large 3PL company while maintaining its commitment to being the most flexible and responsive provider in the industry. Learn more at nxtpointlogistics.com.

Position Summary

The Appliance Delivery Quality Manager is responsible for overall quality of our Driver Fleet. Position responsibilities include performing site visits for claims, as well as Independent Contractor job checks and site visits for Meet Trucks. Position will be initial contact for all claims and in dealing with insurance companies.

Company Values

Must understand and support the company's written Mission Statement, Philosophy Statement,

Value Statement, Vision, and Strategy.

Essential Duties & Responsibilities

• Perform site visits to assess property damage and track accordingly.
• Negotiate appropriate settlements to customers with damage.
• Organize all repair plans and follow up to ensure completion.
• Report any claims that exceed deductible to Claims Manager.
• Work with Driver Trainer and develop onboarding processes and plans for all new independent contractors.
• Provide training to Independent Contractors on how to install new products properly.
• Perform Service Orders as needed.
• Do pre-site visits for MEET Trucks.
• Assess current contractors and teams and develop training as necessary.
• Assist with the recruitment and onboarding of new independent contractors.
• Initiate and maintain good relations with sales team and customers/superintendents.
• Address and resolve concerns from superintendents.
• Complete Independent Contractor Drive-Behinds and Ride-Alongs and fill out all necessary paperwork.
• Call customers to complete Independent Contractor Performance Surveys and fill out all necessary paperwork.
• Maintain constant communication with Independent Contractors to ensure routes, deliveries, and Service Orders are on schedule.
• Track and address delays in stops with Independent Contractors.
• Complete deliveries and installs as needed.
• Provide on-site assistance to Independent Contractors to complete large installs.
• Ensure all escalated issues are resolved.
• Other duties and tasks as assigned.

Education and Experience

• High School Diploma, GED, or equivalent required or relevant experience in lieu of education requirement.
• Four (4) year college degree in Construction Management, Business, Supply Chain Logistics, or related field preferred, but not required.
• Minimum of two (2) years' experience in the transportation, logistics, customer service or related industry required.
• Minimum two (2) years' experience with appliance installation and delivery required.
• Valid state driver's license required.

Knowledge, Skills, and Abilities

• Thorough knowledge of Microsoft Excel, Outlook, and Word.
• Operates with a customer service mentality.
• Ability to manage time effectively and consistently meet deadlines.
• Ability to work in a team environment and demonstrate flexibility and patience.
• Ability to represent the company in a professional manner.
• Excellent organization, communication and problem-solving skills.

• Ability to work under minimal supervision and with a strong sense of self-motivation.
• Ability to lead and manage a team.
• Ability to sufficiently read, speak, and write English to understand and give directions, and to complete paperwork accurately.
• Ability to operate a variety of standard office equipment as dictated by the duties of the job and perform data entry and typing functions.

Physical Demands

• Work is primarily performed in a climate-controlled environment.
• Occasionally requires work performed in a non-climate-controlled warehouse or outside environment.
• Requires sitting, walking, and standing.
• Occasionally requires bending and stooping.
• Occasionally requires standing and walking for long periods of time.

Ability to lift and stack items weighing up to 30 pounds over head, and lift and stack items weighing up to 65 pounds to chest height and carry them a distance of fifty feet. Occasional ability to climb ladders, stairs, and ramps and perform generally heavy labor in various weather conditions and temperatures.

• Work performed requires the use of hands to control or feel objects and will utilize repetitive movements when entering data.
• Requires the use of clear speech communicated to others and understanding the speech of another person.
• Requires the ability to see details of objects within close range.

*The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. These physical demands include, but are not necessarily limited to: standing, sitting, walking, typing, hearing and talking for prolonged periods of time.

• Job description statements are intended to describe the general nature and level of work performed by employees assigned to this job title.
• They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel.
• Employees may be required to perform other duties as assigned.