• Customer Service Representative - Home Delivery

    Job Locations US-AZ-Phoenix
    Job ID
    Regular Full-Time
  • Overview

    Updike Distribution Logistics provides innovative, cost-effective logistics services across virtually all realms of the supply chain spectrum. We have a unique capability to offer a full array of integrated, in-house logistics solutions, and we have the demonstrated skills to perform. Whether it involves public or contract warehousing, direct-to-store or direct-to-consumer order fulfillment, dedicated or line-haul transportation, and even residential delivery services, you can count on us. You can expect us to execute with a fundamental focus on efficiency and value, utilizing the principles of integrity and responsibility, in all that we do. At the end of the day, we exist to merely be an extension of our customers, and, as your entrusted partner, we stand resolute in achieving total success together.


    Our people help make up that success. Our team of extraordinary people has enabled us to grow and expand our reach, year after year, by making the collective, unwavering commitment to exceed the expectations of our customers each and every day. Simply put, our culture is purely one of service excellence.


    We are a team of highly motivated, fun, goal-oriented, bright individuals who continuously strive to offer our customers services to help meet their business goals and work toward building long-term partnerships. We need more people who share in that same philosophy. If you do, please continue to read about the awesome opportunity we have to offer another bright, fun, motivated individual.


    Updike Distribution Logistics is seeking an experienced Driver Manager who will be responsible for the ownership of the day to day operations with an emphasis on continuous development of relationships with customers, company delivery teams, and independent contractors. The right leader in this role will drive continuous improvement in route and delivery team management, key performance indicators, customer feedback on delivery experiences, and daily customer interaction. They will develop a strategic and tactical plan that drives our last mile operation vision forward at Updike’s pace of business. They will evolve and scale the organization along with the business. They will lead by example, being just as passionate about operational performance and predictability as they are about all other aspects of the customer experience. With the business growing rapidly, this leader will not have the luxury of having tunnel-vision for any one area; rather, this individual will need to exhibit excellent judgment on how to prioritize focusing on existing delivery teams and customer needs with adding new teams and routes.


    What will your day look like?


    • Ensure the operation exceeds customer expectations for performance, service and responsiveness
    • Manage, motivate and develop delivery teams according to company policies and employment laws
    • Manage the dedicated final mile operation, including customer service, route optimization, appointment scheduling, delivery team supervision, and proper utilization of equipment and manpower
    • Manage costs, overhead and all factors affecting the profitability performance of the operation
    • Manage and maintain adherence to customer standard operating procedures and organizational guidelines to allow the accurate, timely, and safe handling of goods
    • Create and develop delivery team training processes and techniques to ensure compliance to delivery SOPs
    • Teach and ensure effective communication between the delivery teams, consumers, and customer personnel, including conflict resolution
    • Develop and direct programs to ensure that delivery teams receive proper assembly training on specific product categories
    • Identify and correct potential escalations by ensuring accurate lane auditing, product loading, and delivery service level classification.
    • Assist customer personnel, including warehouse, administration, and management, to ensure efficiency in product loud out, route optimization, dock and door utilization, consumer management, and reporting  


    To be successful you will need:


    • Logistics Management: 5 years
    • Owner Operator Management: 5 years
    • A Valid Driver’s License
    • A Flexible Schedule – Must be able to work a schedule that may include early mornings, evenings, weekends, and some holidays
    • Experience working in or with parcel, home delivery, and or courier final mile management.
    • Experience within a 3PL (Third Party Logistic or Supply Chain Consulting firm).
    • Experience of 5+ years in a leadership role managing carriers with a strong preference for final mile carrier management
    • Computer skills including Microsoft Office Suite.
    • The ability to learn and utilize assorted freight / traffic information and billing systems.
    • Understanding of the transportation industry, especially final mile operations.

    It will help if you have:

    • Passionate customer focus
    • Tenacious commitment to continuous improvement
    • Relentlessly high standards and drive to win (is never satisfied with the status quo)
    • Drive, determination, and discipline of a self-starter
    • Ability to analyze every detail of business and recommend/implement strategies to improve performance

    • Has passion and convictions and the innate ability to inspire passion in others

    We would also like:

    • Higher education and/or equivalent experience
    • Proficient in Microsoft Office including Word, Excel, and Outlook
    • Effectively communicate in writing and verbally




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