Route Manager

What You'll Do

• Route Execution & Analysis: Ensure the team is focused on delivering to every customer, every day, without exception. Prioritize route completion as the core metric of success. Daily monitoring of new customers for accurate routing, product needs, and customer requests. Responsible for organizing and assigning daily route directives for route delivery staff. Evaluate route delivery employee work practices on an ongoing basis. Perform scheduled ride-a longs with all route staff. Responsible for ensuring paperwork is completed accurately. Analyze stop frequencies based on usage for increased efficiencies. Review daily stops for accuracy, proper sequence, and completion. Analyze route structures and make recommendations to improve efficiency and reduce operational costs.
• Customer Experience Champion: Ensure your team builds and maintains positive customer relationships by delivering prompt, high-quality service and resolving issues quickly. Review all customer call-ins and emergencies daily, ensuring completion before end of day.
• Business & Product Knowledge: Assist in educating team members on success metrics, and align team priorities. Have a strong understanding of the products being delivered and the associated proper product handling. Provide information about products to staff and customers when necessary.
• Business Development: Coach route drivers to recognize and act on sales opportunities that align with customer needs - whether equipment, supplies, or upgrades. Reinforce the importance of turning routine delivery service into relationship-building moments that can lead to upselling and long-term customer loyalty.
• Safety & Compliance: Ensure full compliance with all DOT regulations by completing and enforcing daily vehicle inspections, maintaining required documentation, and supporting team participation in all required long-term DOT training and certifications. Leads safety training and enforces protocols to maintain a safe environment for employees and customers. Follows incident reporting and investigation protocol, ensuring proper documentation and resolution. Responds to emergencies, providing direction to minimize disruption and ensure safety. Maintains compliance with legal requirements and safety standards, working with legal and insurance teams as needed. Ensures confidentiality of sensitive customer and employee information.

Where You'll Work

In this role, you'll be exposed to both indoor and outdoor working environments, and should be comfortable working a variety of delivery conditions, including situations involving pets. You can expect this position to be physically demanding, as it requires the employee to stand, kneel, bend, and continuously lift heavy weight to perform the role.

Who Should Apply

The right candidate for this role will have the ability to create alignment amongst their own team, as well as the other departments of the dealership. Additionally, the role will be responsible for holding staff accountable to in turn drive results. To be successful, this leader must demonstrate strong business acumen to deeply understand how decisions impact both the customer and the bottom line. This role will act as a champion of customer service culture, ensuring that every team member is keenly focused on delivering a fantastic customer experience. And just as importantly, this role will support on attracting, developing, and retaining top talent to build a high-performing, engaged team.

Qualifications

• Valid driver's license with no restrictions or limitations.
• Must be at least 21 years of age and able to pass/maintain an acceptable driving record.
• Must be able to safely operate a commercial vehicle up to 26,001 for 8-10 hours daily.
• Strong problem-solving abilities and attention to detail.
• Proficient in using a smart phone and GPS navigation.
• Must remain physically capable, with or without reasonable accommodation, to perform the duties required of this position which includes lifting up to 90lbs on a repetitive basis.
• Must be able to successfully pass criminal background and drug screening, as well as ongoing screening, checks per company requirements.