Quality Control Manager - Delivery & Installation (Final Mile)
Job Description
Why Choose Suddath to “Move” your Career to the Next Level?
At Suddath, you can be part of something special and inclusive! Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.
What We Offer!
- A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
- Weekly pay for hourly-paid employees. Biweekly pay for salaried employees.
- Paid Time Off (PTO) and paid company holidays
- A tuition reimbursement plan where employees are encouraged to continue their education and development
- For more information on our benefit offerings, please visit https://suddath.com/about/careers/ and scroll down to view our employee benefits.
SUMMARY
Duties and Responsibilities
- Ensure all delivery teams are properly qualified, documented, and checked in prior to daily route departure; proactively resolve credentialing, compliance, equipment, or readiness issues that could impact service execution.
- Conduct ride-alongs, drive-behinds, and installation checks to evaluate delivery, installation, and customer service performance.
- Ensure deliveries and installations are completed in accordance with customer requirements, company standards, and quality expectations.
- Monitor delivery and installation KPIs, including route completion, service failures, dropped routes, reschedules, installation quality, and customer satisfaction.
- Partner with contractors , customer leadership, and operations leadership to address performance concerns, reduce service disruptions, and improve execution.
- Assist with the recruitment and onboarding of independent contractor delivery teams, ensuring that all qualification requirements are met prior to operating.
- Provide coaching and training on delivery procedures, installation requirements, customer service expectations, and quality standards.
- Conduct site visits related to customer complaints, property damage claims, service issues, and escalated concerns.
- Partner with the Claims team to investigate incidents, gather documentation, and support claims resolution activities.
- Follow up with customers regarding delivery, installation, service, and claims-related concerns.
- Assist with deliveries and installations as needed to support operational requirements.
- Maintain required records, contractor documentation, and performance reporting.
Education and Experience
Bachelor's degree in Business, Logistics, Supply Chain, Operations Management, Construction Management, or a related field is preferred. Minimum of two (2) years of experience in transportation, logistics, final mile delivery, appliance installation, or related operations. Minimum two (2) years of experience supporting appliance delivery and installation operations required. Experience working with independent contractor delivery and installation teams is preferred. Valid driver's license is required. Must meet company vehicle insurance requirements.
Knowledge, Skills, and Abilities
Thorough knowledge of Microsoft Excel, Outlook, and Word. Operates with a customer service mentality. Ability to manage time effectively and consistently meet deadlines. Ability to work in a team environment and demonstrate flexibility and patience. Ability to represent the company in a professional manner. Excellent organization, communication and problem-solving skills. Ability to work under minimal supervision and with a strong sense of self-motivation. Ability to lead and manage a team. Ability to sufficiently read, speak, and write English to understand and give directions, and to complete paperwork accurately. Ability to operate a variety of standard office equipment as dictated by the duties of the job and perform data entry and typing functions.
Physical Demands
Work is primarily performed in a climate-controlled environment. Occasionally requires work performed in a non-climate-controlled warehouse or outside environment. Requires sitting, walking, and standing. Occasionally requires bending and stooping. Occasionally requires standing and walking for long periods of time. Ability to lift and stack items weighing up to 30 pounds over head, and lift and stack items weighing up to 65 pounds to chest height and carry them a distance of fifty feet. Occasional ability to climb ladders, stairs, and ramps and perform generally heavy labor in various weather conditions and temperatures. Work performed requires the use of hands to control or feel objects and will utilize repetitive movements when entering data. Requires the use of clear speech communicated to others and understanding the speech of another person. Requires the ability to see details of objects within close range.
*The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made available to individuals with disabilities to perform essential functions of this position. These physical demands include, but are not necessarily limited to: standing, sitting, walking, typing, hearing and talking for prolonged periods of time.
**Job description statements are intended to describe the general nature and level of work performed by employees assigned to this job title. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel. Employees may be required to perform other duties as assigned.
The Suddath Companies is a multifaceted group of companies that specialize in worldwide corporate employee relocations, household moving, warehouse and logistics management and specialized transportation services.
The Suddath Companies 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.