Delivery Manager

• Expérience dans la vente, le service ou les opérations
• Capacité avérée à se concentrer sur la résolution de problèmes, l'efficacité opérationnelle et l'obtention de résultats
• Capacité avérée à gérer avec succès une équipe de personnes, de l'encadrement à la gestion des performances
• Capacité à établir des priorités, à gérer des tâches multiples et à respecter des délais critiques pour l'entreprise
• Compétences avérées en matière d'organisation, de calcul et d'analyse
• Excellentes aptitudes à la communication écrite et verbale de l'anglais et du français
• Capacité à développer des relations de collaboration et à communiquer des informations pertinentes à tous les niveaux de l'organisation
• Maîtrise de la technologie et capacité à utiliser les systèmes internes de l'entreprise, les outils de gestion de la relation client et la suite MS Office
• Un dossier constant d'excellence en matière de service à la clientèle.
• Doit posséder et maintenir un permis de conduire valide et un dossier de conduite acceptable et sécuritaire

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The Role

As Delivery Manager you will be responsible for the execution of all deliveries within the assigned country and to meet or exceed targets. You will be responsible for ensuring smooth execution of deliveries that adhere to defined performance indicators, including and not exclusive to dwell, yield, costs per delivery, customer satisfaction and transactional accuracy. You will ensure Tesla locations are operationally effective and efficient.

You will work cross-functionality with Inside Sales & Delivery, Order Operations, Financial Services, Enterprise, Logistics, Service and other support teams to deliver vehicles in a timely manner while ensuring the highest levels of customer service are achieved.

You will mentor subordinates and operations teams to help achieve business goals and ensure staff needs are met.

Responsibilities

• Build and maintain teams, with the highest productivity standards, to ensure timely vehicle arrival at Tesla locations, vehicle turnaround time and quality standards, to provide convenient and smooth vehicle handovers
• Oversee daily delivery operations, including and not limited to vehicle arrival, vehicle readiness and day of delivery
• Responsible for vehicle revenue recognition and final payment collection in collaboration with Inside Sales & Delivery. Accountable for vehicle registrations process
• Assist in planning, forecasting, implementation and follow-up of operational tasks
• Oversee, manage and follow-up on delivery operational tasks and managing dwell, yield, costs per delivery, customer satisfaction and transactional accuracy
• Manage and plan day to day delivery operations for both vehicle and customer flows
• Manage delivery pipeline and customer escalations
• Responsible for coaching, able to lead and mentor others through full delivery cycle
• Dispatch direct/home deliveries
• Work cross-functionally with other teams, especially Inside Sales & Delivery, Logistics, Service
• Represent Tesla in a professional and responsibly manner when communicating with others, both inside and outside the company.
• Maintain constant focus on improving the Tesla delivery experience to maximize customer satisfaction
• Assist in training and coaching staff to consistently perform to company standards and achieve efficient and timely vehicle deliveries.
• Act as an escalation point proactively mediating and resolving customer concerns
• Manage delivery calendars, scheduled volumes and coordinate daily delivery operations using standardized dashboard and reports and other supporting software
• Demonstrate agility in support in all areas of the business where needed

Requirements

• Experience in Sales, Service or Operations
• Proven ability to focus on problem-solving, operational efficiency and achieving results
• Demonstrated ability to successfully manage a team of people from coaching to performance management
• Ability to prioritize, manage multiple tasks and adhere to business-critical deadlines
• Proven organizational, numerical, and analytical skills
• Excellent written and verbal communication skills in English and French
• Ability to develop collaborative relationships and communicate relevant information across all levels of the organization
• Technological fluency and ability to operate within internal business systems, CRM tools, and MS Office Suite
• Consistent record of customer service excellence
• Must have and maintain a valid driver’s license and an acceptable and safe driving record