Experienced leader and Navy veteran with over 15 years of experience in taking care of people. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational excellence and improvements.
Primarily responsible for ensuring Delivery Customer Satisfaction through service and quality control standards for customers in a specific market for product purchased through Lowe's Retail Stores or Lowe's Online. Daily interactions include coordination between the XDT (Cross Dock Terminal), 3PL delivery, Bulk Distribution Centers (BDCs), and Lowe's stores. This position works closely with cross-functional business units, including store operations to identify and implement solutions that support successful home delivery operations, all while acting as an advocate for customers.
•Oversees a market-based ASA (Administrative Service Associate) team responsible for supporting final mile delivery operations including performance monitoring, inbound call monitoring, customer service escalations, issue identification and resolution and continuous improvement efforts.
•Knowledge of financial statements and plans. Analyzes variances and creates corrective actions.
•Prepares action plans, resolves problems, completes audits and identifies trends.
•Ability to lead others to deliver business results and handle multiple tasks in a fast-paced environment.
•Extensive knowledge of home delivery operations and processes.
•Effective problem solving, change leadership, team orientation and empowerment skills. Ability to conduct crucial coaching conversations.
•Performs supervisory responsibilities including employment decisions regarding hiring, promoting, demoting and terminating, conducting performance reviews, appraisals, coaching and developing associates.
•Maintains continuous dialogue with 3PL vendor partner(s) to address and resolve claims and complaints received involving customer delivery experiences.
•Manages and oversees day-to-day operations of the Market Team, including both financial and administrative responsibilities.
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