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Warranty/Shipping Team Lead

Company: Purple
Location: Lehi
Posted on: June 10, 2021

Job Description:

PURPLEPurple is a digitally-native vertical brand with a mission to help people feel and live better through innovative comfort solutions. To us, comfort means more than great products, it means empowering every employee to feel comfortable being themselves. We believe your career at Purple will be a one-of-a-kind "Career in Comfort" because our workforce is one-of-a-kind. We are committed to a culture of collaboration where every voice is heard and understood. As an innovation company at our core, we believe a diversity workforce brings better insights, solutions and products and serves as the backbone to bettering our company. Join with us as we add to our team of exceptional individuals who will help us take over the world - one mattress at a time.Position SummaryThe Warranty/Shipping Team Lead leads and manages a team of contact center agents. This may include hiring, motivating, recognizing and rewarding, coaching, training, and problem solving. Additionally, the position has a shared responsibility with the entire leadership team to ensure contacts are answered within the established service levels, and that customer interactions are in line with department quality standards.Specifically, we are looking for someone to head up our second contact center shipping/fulfillment team. May need to work nights and weekends.ESSENTIAL DUTIES AND RESPONSIBILITIESIncludes the following. Other duties may be assigned to meet business needs.* Provides daily direction and communication to a "shipping" and logistics support team, ensuring that customer service interactions are handled in a timely, efficient and knowledgeable manner.* Takes escalated calls and emails as needed.* Assists fulfillment team to resolve escalated issues.* Tracks outstanding sales orders.* Assists retail and wholesale departments with escalated customer issues.* Tracks KPIs and provides statistical and performance feedback and coaching on a regular basis to each team member.* Writes and administers regular performance reviews.* Participates in weekly calibration sessions.* Ensures employees have appropriate training and other resources to perform their jobs (with a specific emphasis on warranty items, shipping and delivery/logistics processes and procedures).* Responds to and resolves employee relations issues expressed by team members.* Partners with senior leadership and HR to address disciplinary and/or performance issues.* Where necessary, administers improvement/development plans.* Assists the senior leadership team with the daily operation of the contact center (including the development, analysis and implementation of staffing, training, scheduling and reward/recognition programs).* Works as a member/leader of special or ongoing projects (as needed).* Establishes work procedures and processes that support the company and the Operations Support department standards, procedures and strategic directives.* Conducts regular 1:1s, side-by-sides and team meetings.* Assists the training and QA department by scoring at least three emails or calls per month.* Participates in the selection process (interviewing, etc.) for potential employees.* Creates an inspiring team environment with an open communication culture.* During periods of high volume, helps with inbound servicing.EDUCATION/EXPERIENCE REQUIREMENTS* Bachelor's degree in related field preferred, or comparable years of experience.* Two+ years contact center/customer service experience.* Prior leadership experience highly preferred.* Experience with logistics and fulfillment operations.KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTSTo perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.* Communication skills: Excellent interpersonal skills, ability to read, analyze and interpret documents; ability to respond effectively to all inquiries; ability to write using proper grammar, punctuation and spelling; ability to effectively present information in meetings.* Strong attention to detail with the ability to multi-task and work within a fast-paced environment.* Computer Skills: High computer literacy. Proficient in Word, Excel, Power Point.* Customer service centric and proactive style.* NetSuite or other ERP system experience* Experience with Zendesk or similar customer engagement platform.* Ability to deal with confidential information appropriately.* Ability to define problems, collect data, establish facts and draw valid conclusions.* Ability to work independently on projects and as a member of a team.* Ability to multi-task and organize and prioritize workload.* Ability to lead, motivate, and gain "followership."PHYSICAL REQUIREMENTSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.While performing the duties of this job, the employee is regularly required to sit, talk, and/or hear. The employee is frequently required to use hands to finger, handle or feel. The employee is occasionally required to reach with hands and arms. The employee is occasionally required to climb or balance, stoop, kneel, crouch and/or crawl. The employee must also occasionally lift and/or move up to 20 pounds. Specific vision abilities include close vision and color vision. The employee is also required to frequently inspect the project and may be exposed to ongoing construction and various weather conditions. The noise level in the work environment may range from moderate to loud.BENEFITS AND PERKS* Medical, Dental, Vision* 401(k) Match* Generous PTO* Market Money* Earn a Mattress* Purple Swag* Amazing Purple ProductsWHY WORK AT PURPLE?* Make your mark: We value innovative thinking. At Purple, you will be empowered to bring your ideas to life as we work together to improve people's lives through comfort.* Gain unique experience: Be a part of one of the fastest-growing companies in Utah! The contributions you make will matter at Purple as the company continues to grow with you.* Awesome culture: Join the tight-knit team at Purple and you can enjoy working alongside industry experts, making close friends, and annual employee appreciation events.Purple provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment. Associated topics: lead, leader, logistics, logistics management, logistics manager, logistics specialist, manager, senior, representative, warehouse

Keywords: Purple, Lehi , Warranty/Shipping Team Lead, Other , Lehi, Utah

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