SUMMARY
Defines, develops and manages operations and customer support program to support and meet Pilot's mission and goals for service quality, customer satisfaction and profitability. Customer satisfaction is Pilot's number one objective, and each associate plays an important part in reaching this objective by providing top-notch customer service in a friendly and courteous manner. Responsible for managing multiple locations and managing personnel at different locations.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
• Responsible for coordinating flow of communication between Haulers/Delivery Teams/Flatbed Drivers, Call Center Team and Store Management Teams.
• Provides on-site store presence to ensure Haulers/Delivery Teams/Flatbed Drivers are following procedures as detailed by client SOW.
• Oversees recruiting, processing, and performance of Haulers.
• Develops and maintains relations with vendors.
• Ensures follow up on shipping discrepancies, damaged goods and in-home damage claims.
• Interfaces with end customers to ensure effective in-home delivery for customers.
• Maintains monthly operating reports that include statistics and customer service scores.
• Attendance and Punctuality are essential functions of the job.
EQUIPMENT USED
Computer, Microsoft Word, Microsoft Excel.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the
knowledge, skill and/or ability required.
EDUCATION and/or EXPERIENCE
Bachelor's degree (B. A.) from four-year college or university; or minimum of 5 years related experience and/or training; or equivalent combination of education and experience. Clean DMV and insurance.
LANGUAGE SKILLS
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to define problems, collect data, establish facts, and draw valid conclusions.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and color vision. Position requires on-call availability 24 hours a day, seven days a week.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
If you are interested in working with a talented, passionate and dedicated team of professionals in a rapidly growing industry, Pilot wants to hear from you!
Effective August 18, 2021 Pilot will be mandating that all new hires are vaccinated against the COVID-19 virus before starting work at any of our locations.
Our definition of fully vaccinated for purposes of new hire is as follows:
In compliance with CDC guidelines, individuals will be considered fully vaccinated and eligible to begin work as follows: