As aDelivery Supervisoryou will play a critical role in upholding the high standards of our order-to-delivery process. You will lead a team of Delivery Associates and Delivery Operations Specialists ensuring seamless transactions and exceptional service from start to finish. This role is responsible for ensuring state and local compliance, internal business practices, and accurate completeness of every customer transaction. This is a critical role to ensure customer expectations and timelines are met in order to execute on successful customer delivery operations.
Team Management and Development:
Lead field Delivery team, ensuring seamless transactions and exceptional customer service.
Ensure smooth transitions across all stages of the delivery process—financial clearance, documentation handling, and delivery ceremonies—in collaboration with Field Sales, Lucid Financial Services and logistics partners.
Ensure highest level of accuracy of every transaction before handing over vehicle.
Lead the professional growth of the Delivery team through one-on-one coaching, training, group discussions, role-playing exercises, and other effective coaching methods to achieve superior customer satisfaction.
Trade-In & Inventory Management
Handle customer trade-ins, titling paperwork, and transferring of non-Lucid trade in vehicles through a 3rdparty
Managing the intake of trade in vehicle and leveraging sound judgement in confirming the condition of trade-in
Partner with Remarketing team and handle Pre-Delivery Inspections on Lucid trade in and upgrades
Manage and oversight of the flow and forecasting of Lucid vehicles and requesting of additional inventory
Manage quality and condition of vehicle inventory and readiness
Problem-Solving & Decision-Making:
Identify and remove technical, operational, and organizational barriers. Propose solutions using a business-oriented mindset and confidently utilize Salesforce reporting and analytics.
Handle and manage any customer escalations that may arise at the time of delivery
Operational Planning:
Manage customer delivery pipeline, ensuring prompt pairing of customers with Delivery Associates
Excel in operations and planning sharing performance insights with the team and implementing corrective actions for deviations.
Support vehicle deliveries when Delivery Associates if capacity issue arise
Assist with daily operations as needed
Brand Standards:
Ensure consistent execution of Lucid’s marketing and visual presentation
Responsible for how the customer will experience and interpret the Lucid brand through the delivery experience
Ensure every touch point of the delivery process is frictionless and seamless
Customer Relationship Management:
Adapt problem-solving techniques to accommodate diverse customer needs and build strong collaborations with Lucid Financial Services and other internal and external stakeholders.
Qualifications:
4- 8 years of experience in a leadership role within the automotive, transportation or logistics industry.
Bachelor’s degree or equivalent work experience in business, sales, or a related field preferred. High school degree or GED required.
Proven ability to lead a team of sales and/or process-focused professionals in achieving targets.
Strong problem-solving abilities. Can identify technical, operational, and organizational roadblocks and provide solutions.
Business owner mindset with the ability to analyze reports and use our CRM program, Salesforce, with confidence.
Experience making data driven decisions and holding team accountable to KPI’s
Adept at nurturing, developing, and leading exceptional customer-oriented teams.
Strong cross functional collaborative skills, specifically with sales and service teams.
Demonstrated experience in fostering an inclusive and collaborative team environment.
Willingness to work weekends and extended retail hours, particularly at month or quarter ends.
Current Driver's license and ability to obtain a DMV Salesperson License where required.
Skilled in Microsoft Office and Salesforce
Capable of physical tasks such as twisting, bending, squatting, reaching, and standing for extended periods, with or without reasonable accommodations.
