Delivery Supervisor, Customer Experience

Job description

Description

THE ROLE

Our Delivery Supervisors are responsible for delivering an exceptional experience to our customers, developing employees, and managing day-to-day local delivery logistics. The Delivery Supervisor, Customer Experience manages their local delivery pipeline, provides ongoing mentorship to Delivery Customer Experience Specialists, and promote excellence in customer service. The ideal candidate has the technical acumen to be able to communicate effectively with internal teams, excellent time management abilities and is passionate about leading change and inspiring teams. This role directly supports Tesla’s mission by ensuring an exceptional and memorable buying experience for our customers.

RESPONSIBILITIES

·  Support and develop the transaction and customer experience by overseeing and elevating the core components and performance standards of a hosting a customer appointment
·  Develop and refine the experience from the moment the customer walks into the door until the moment the customer exits
·  Help drive Tesla education through learning experiences on and after delivery day
·  Drive sales through promotion of customer service, product knowledge, and merchandise presentation
·  Work cross functionally with Operations and Vehicle teams to implement all experiential and operational policies and procedures in order to satisfy the needs of customers
·  Drive the proper communication channels for escalation management toward resolution
·  Lead recruiting and interviewing of candidates who possess the skills necessary to help achieve company goals
·  Oversee the training and development of Delivery Customer Experience Specialists to consistently perform to company standards
·  Review and act on customer feedback
·  Plan, implement, and follow up on the learning gallery’s operational tasks, product updates, and marketing material management
·  Control gallery expenses, including staff planning, allocation of labor supplies, and services
·  Adhere to processes regarding merchandise display and physical inventory
·  Represent Tesla in a professional and responsible manner when communicating with others both inside and outside the company
·  Collaborate with other departments to facilitate smooth customer transitions from pre-delivery to delivery day to post-delivery
·  Develop Delivery Customer Experience Specialists through coaching and performance management
·  Hold the Delivery Customer Experience Specialists accountable to complete administrative tasks required during the delivery process
·  Perform additional tasks as requested by management
·  Perform the roles and responsibilities of all customer-facing positions within the Delivery Hub/Center

Desired profile

REQUIREMENTS

·  Bachelor’s Degree or equivalent required, and, 3-6 years work experience in retail or service operations in a fast-paced environment
·  Self-starter who possesses exceptional time management skills and has great attention to detail
·  Ability to prioritize, manage multiple projects, and adhere to business-critical deadlines.
·  Excellent written and verbal communication skills
·  Ability to communicate relevant information to all levels of the organization
·  Passionate dedication and ethical approach to management and operations
·  Ability to develop collaborative relationships. You are a well-respected, trusted partner, and someone others want to work with
·  Strong knowledge and proven work experience with retail operations and systems
·  Must have and maintain a valid driver’s license and an acceptable and safe driving record
·  Must have two years of driving experience

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