Overview

The Sill seeks a full-time Logistics Manager to lead our order management and local delivery operations on our CX team. This is a new role for The Sill, and will ensure that our customers receive their products in the fastest, most efficient way possible while delivering a customer experience that exceeds expectations at every step along the way.

Location

This role will be located at The Sill’s HQ in New York City.

Reporting

This role reports to the Customer Experience Manager. 

Role Description

The Logistics Manager represents the brand to customers by reviewing all incoming orders and determining the most efficient way to fulfill the order.  This includes which Distribution center to ship from, delivery method (e.g., UPS, USPS, Hand Delivery, Local Providers, White Glove, Pick up in store, etc.).  This role will manage our 3 current logistics employees, and will frequently interact with customers to ensure that they receive the best possible experience.  You will also field inquiries and solve customer problems or concerns, working towards 100% client satisfaction and retention, and a strong referral network. 

Key Traits

• Ability to lead, manage, and hold accountable remote employees
• Desire to constantly improve - yourself, your people, the processes you manage, and the company at large
• A positive, can-do attitude
• Attention to detail; hyper-organized
• Conscientious
• Patient
• Excellent communicator, particularly in writing 
• Unflappable (customers can sometimes be challenging!) 
• Team player 

Areas of Responsibility

• Review all incoming orders to ensure that we are fulfilling orders in the quickest and most efficient manner.
• Manage our local logistics team, which handles local vendor pickups, local deliveries, shop replenishment, and ad hoc company needs.
• Serve as the point of contact between the special projects teams in the Distribution Centers, our Retail shops, and our CX team 
• Field and respond to inbound customer communications, dispatching to other team members as needed. 
• Ensure all inbound communication meets the team’s standards of efficiency and the company’s quality standards, bringing a sense of urgency, reassurance, and personal touch to customers. 
• Classify each customer inquiry according to issue type for accurate analysis and reporting by Customer Experience Manager.
• Maintain a direct daily line of communication with our fulfillment team to collect any necessary information and relay back to customer.   

Qualifications

• 1-5 years experience managing logistics teams
• 1-5 years in a Customer Experience function
• Understanding of long distance and local logistics options and costs
• Superb written and verbal skills (no fear of phone!)
• Ability to prioritize while multitasking
• Ability to balance productivity with high quality of work
• Natural desire to provide excellent, on-brand, hands-on customer service
• Detail and process-oriented
• Excellent organizational skills
• Plant knowledge preferred but not required
• Flexibility regarding scheduling, available weekends and holidays as needed 

Our Core Values

CUSTOMER HAPPINESS why we exist
● We place the quality of the customer experience at the core of all we do.
● We act in the service of our promise: Plants Make People Happy.

ALWAYS A STARTUP even when we get big
● We are excited to tackle big problems and change the world. We lead before we follow.
● We pride ourselves on achieving a lot with a little.
● We are optimistic, and have a can-do attitude.
● We are committed to the brand vision.

GROWTH just like our plants
● We are individually focused on learning and leveling up.
● We seek out feedback and expect radical candor.
● We take risks and we’re not afraid to invent, innovate, or flat out fail*.
● We are open minded and welcome diversity—of people and ideas.
● And when the time is right, we give away our legos.

* so long as we learn from the experience

TEAM BEFORE ME
● We are all responsible for The Sill’s success.
● We hold ourselves accountable. What we take on, we own until it is completed.
● We bring up issues quickly and professionally, and have tough conversations respectfully.
● We only get there together.

THE GOLD STANDARD
● We are rigorous in our work.
● We don’t accept inaccuracy or indecisiveness.
● We back up our actions with data, facts, and expertise.
● We communicate clearly and follow processes.
● We take time to understand the implications of our actions by thinking things through to the end.