Job Description

Description

Monday - Friday

*Final mile and small package experience preferred*

Position Summary:
Manage and ensure the timely and complete delivery of all North American Delivery (Contract and Staples Business Delivery) customer orders. This position plays an important role in customer retention based on the leadership and management of a team that interacts with our customers on a daily basis, as well as our entire product and data flow.

Primary Responsibilities:

* Manage the performance of the Staples Delivery Operation (SDO) location in an efficient, cost effective, and safe manner while maintaining high customer satisfaction levels
* Collaborate with the Director of Delivery Operations for preparing and planning strategies to meet the SDOs daily, weekly, and monthly customer service and financial goals
* Ensure all deliveries to Staples North American Delivery (NAD) customers are performed according to time, safety, efficiency and accuracy standards
* Ensure the SDO operates according to budgeted guidelines
* Coach and manage associates to high performance standards, while recognizing individual and team successes
* Work in concert with the senior management team in implementation of processes and procedures to ensure continuous improvement in efficiencies
* Work cross channel with a required high degree of communication with the Call Centers, Fulfillment Center Manager and Sales
* Direct daily delivery operations, staffing and resources to accomplish delivery schedule within the assigned delivery area
* Control administrative processes so they are performed in an accurate and timely manner
* Develop individual associates skills, standards and morale through training and coaching
* Direct, support and delegate tasks as appropriate to an individual associates skill level
* Give consistent and thorough feedback to associates, conduct timely Performance Appraisals, and deliver disciplinary action if necessary
* Read, understand and analyze daily, weekly, and monthly operational reports; use these reports to evaluate departments performance; compute figures to accurately plan/adjust headcount to meet departments objectives
* Develop and execute daily and weekly action plans to meet department SDO performance expectations
* Monitor and evaluate safe work practices and maintain a safe work environment
* Work with the Director of Delivery Operations to develop, refine, implement and administer departmental fleet policies, procedures and systems to provide effective service to all NAD customers and channels at the lowest cost possible
* Provide assistance and guidance relating to all SCC integration projects
* Work closely with all call center and regional Staples Advantage and Staples Enterprise Account Customer Service personnel to ensure timely notification of delivery issues to be communicated with customers
* Serve as a resource to other NAD operations management personnel to resolve delivery problems
* Guide Courier Support Operations Manager in daily duties; evaluate results and measure their effectiveness via metrics and customer service levels
* Assist the Driver Relations Manager of Delivery Operations

Qualifications

Basic:

* High school diploma or GED

* 3 to 5 years work related experience

* Strong team based leadership, motivational, and development skills essential

* Experience managing a high growth, multi-division, multi-million dollar company

* Computation/mathematical ability and reading comprehension of technical/financial materials and reports

* Ability to obtain Department of Transportation (DOT) Certification required

* Knowledge of personal computer applications

* Basic English language skills (both verbal and written communications)

* Experience and working knowledge of transportation systems and processes, productivity standards, and technology

Preferred:

* Bachelor Degree preferred

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

Staples is The Worklife Fulfillment Company, helping businesses of all sizes be more productive, connected and inspired. With dedicated account teams, category professionals, innovative brands and a curated product assortment for business, Staples provides customized solutions to help organizations achieve their goals. Interested in joining the team? Check out our perks and benefits!

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.