We are Wayfair; we deliver a best-in-class customer experience in the furniture and home space because of people like you, who are driven, determined, collaborative, and thrive in a fast-paced environment. In order to maintain our high level of delivery standards and meet our customer's needs, the Wayfair Dedicated Operations team plays a key role in improving customer satisfaction and driving repeat business. We've been busy building a best-in-class logistics network that allows us to delight customers by speeding up deliveries, adding services, and reducing damage using our own physical, asset-based warehouses. We are looking for talented hard-working individuals to join our growing team - your professional home awaits you at Wayfair!
What You'll Do
In the Terminal Manager role, you will play a key role in improving customer satisfaction and driving repeat business in their region by ensuring that Logistics Administrators and Home Delivery Partners provide world class customer experiences at every opportunity.
You will reduce Order Turn Time by monitoring scheduling platforms to ensure that orders are delivered as quickly as possible.
You'll proactively monitor order management systems and routing systems to optimize routes and resolve outstanding order issues.
You will monitor, report and improve KPI, including NPS, On Time Delivery %, Order Dwell Days.
You will provide instruction and feedback to third party delivery partners regarding objective and subjective KPIs.
You will create and implement training activities for administrative staff.
You will supervise Deliver team while they perform day-to-day job functions.
What You'll Need
Strong leadership skills, and the ability to build and manage teams.
Proactive in identifying opportunities for improvement and driving process improvements.
Knowledge of the safety and legal documentation processes for handling warehouse related activities (MSDS, Equipment Checklist, BOL).
Comfort with delivery routing technologies/strategies.
BA/BS in management, administration, supply chain, or customer service.
5+ years working experience in distribution.
Bilingual is a plus.
About Wayfair Inc.
Wayfair is one of the world's largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we're reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you're looking for rapid growth, constant learning, and dynamic challenges, then you'll find that amazing career opportunities are knocking. No matter who you are, Wayfair is a place you can call home. We're a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair - and world - for all. Every voice, every perspective matters. That's why we're proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.