Transportation Service Contact Center Manager
GAP Inc 2,646 reviews - Erlanger, KY

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This position is responsible to lead and execute projects driven by or impacting the Service Organization Contact Center. The primary responsibilities include; providing superior customer service by initiating proactive communication regarding delivery issues to our US, Canada and Europe Retail Stores, Brands, and Third Party Providers, managing the coverage of the Contact Center frontline to inform, record, investigate, interpret, evaluate and resolve delivery issues reported from the field and providing daily Transportation operations direction and support to 3PL Providers. Work closely with Transportation Operations Teams, DCs, Third Party Service Providers, Corporate Planning, Operations, Communications and Brand Managers to support the stores on all Distribution and Transportation issues. Manage the production and administration of qualitative and quantitative reports that monitor and track Transportation customer support levels. This individual serves as an escalation point on service and support related issues.

Essential Duties & Responsibilities:
Be the leader of the Contact Center, to ensure consistent process and service levels across the multiple shifts.

Based on field input, lead the team to accurately communicate service and support improvement opportunities to the Operations Teams management, DCs, Third Party Providers, and Corporate Planning and Communications groups.

Research best practices, relevant contact center products and services and processes in the market with vendors.

Ensure communication of all delivery changes and/or updates to all field, distribution, and planning personnel

Explore, identify and lead system and process changes that provide enhanced service and support to Stores, Brands, and 3PL Providers.

Drive the focus on the resolution of issues affecting service and on educational opportunities on the delivery network.

Ensure the Team educates store management about the delivery program and appropriate delivery/service expectations; negotiate compromises, when appropriate.

Establish daily communication channels with key DC, Third Party Service Providers, and Corporate Planning personnel for delivery schedule status, seasonal releases, and carton issues.

Demonstrates business leadership by using independent discretion to create and achieve short and long-term strategic and tactical plans for team guided by broad policies, objectives and standards

Identify, pursue, and implement service offerings that meet customer needs and/or improve overall efficiency

Maintain Business Continuity Plans for functional area

Negotiate service and cost solutions with customers and/or providers

Solicit and measure customer feedback and respond by providing solutions that drive business results and increase customer satisfaction

Drive operational performance (internal and/or providers) by establishing clear expectations, frequently reviewing performance, anticipating challenges, and holding teams accountable

Deliver year-over-year productivity gains through improvement in cross-functional processes and systems

Meet or exceed all customer, technical, dashboard and operational performance/quality standards

Lead a diverse, inclusive team engaged in organizational success, accountable for performance, and empowered to drive results

Ensures team has appropriate tools, provides support and information, coaches & trains, owns team performance, and makes key decisions that impact team direction

Develop and own plans for promoting team collaboration and accountability for meeting performance goals while motivating and leading cross-functional work

Champion change initiatives and continuous improvement while maintaining operational effectiveness & success

Leverage professional partnerships (internal & external) to enhance cross-functional work-flow, decision-making, and collaboration


1) Competencies:
Excellent customer service skills.

Critical Competencies:
Manage Vision & Purpose, Build Effective Teams, Motivate Others, Develop Self & Others, Strategic Agility, Decision Quality, Business Acumen/Technical Skills, Influencing, Drive for Results, Plan, Manage & Measure Work, Priority Setting, Managerial Courage

Demonstrated ability to lead and drive for results through cross-functional and diverse teams at all levels

Strong analytical skills, including ability to review data/processes & independently determine/implement solution

Strong Problem-Solving, Planning, Conflict Resolution/Negotiation, Influencing and Analytical skills

Computer Skills with Microsoft Excel, PowerPoint and Word applications required/ Access preferred

Ability to work under pressure with high sense of urgency and manage multiple priorities with confidence

Ability to develop and deliver executive level presentations

Demonstrated ability to implement large-scale change

Ability to maintain confidentiality

Knowledge of all Transportation modes

Knowledge of Supply Chain, Transportation Management (TMS) and Warehouse Management (WMS) processes and systems


Minimum experience:
7 years professional experience with progressive increase in responsibility in Retail, Logistics, Customer Service, or Contact/Call Center industry or equivalent education

5 years professional experience leading others

Project leadership experience

Budget development and management experience preferred


Minimum educational level:
BA/BS degree or equivalent retail, customer service, and/or logistics experience required


Physical Requirements:
Minimal Travel Required

Flexible to work non-traditional hours (shift, weekend, on-call/off-hours support, and holidays) to support 24x7 operations

Flexible to adjust hours/schedule on short-notice (same day/weekend) to support unplanned issue resolution

Primary Location





Distribution Centers

About this company
2,646 reviews