Customer Logistics Manager

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Job Description

Responsibilities

Scheduling and Communication of Robot Deployments

• Takes ownership of the deployment process as soon as a sale or lease agreement is signed.

• Under the direction of the CEO, works with customers and internal resources to determine the deployment date.

• Schedules kick-off meetings with customers, plans shipping with the carrier, and ensures that the Peppermint team and the Customer have exchanged all necessary information for a successful kickoff.

• Ensures engineers’ travel plans align with deployment timeline, communicating adjustments as needed to all parties.

Post-Deployment Success

• Confirm that all steps have been completed for the customer, and that post-deployment resources have been provided (contact information, App access, ops manuals, etc.).

• Own resolution of any outstanding equipment or support issues (replacement parts, questions, etc.).

• Utilize tools available to ensure that all customer and deployment information is accurate (using Zoho, etc.).

Shipping and Logistics

• Collaborate with division leadership to understand the availability of inventory and the related impact on deployment planning.

• Work with shipping vendors to plan the most cost-effective, reliable transportation for moving robots and parts.

• Monitor tracking and delivery of robots at each customer location, providing updates to teams as needed.

• Resolve issues independently (requesting input as needed) when challenges with shipment deliveries or engineer flight delays occur, always providing prompt and courteous updates to customers and internal leadership.

Supervise a Team of Service Technicians

• Manage the schedule, payroll, and top-level objectives for a group of highly educated engineers who are responsible for the hands-on deployment of the robots at each customer location.

• Onboard and provide training on SOPs for the engineers, related to travel policy, customer service, etc.

Job Specifications

• Self-starter, takes initiative to learn quickly and solve problems, often without close supervision or direction.

• Excellent communication skills, both verbal and in writing.

• Excellent at client relationship management, maintaining a positive and professional manner at all times.

• Availability to resolve unexpected issues related to travel plans or shipping delays after hours, as needed.

• Perform other tasks as may be assigned.

• A minimum of 2 years' experience in a similar role/responsibility is required.

• Proficient computer skills, including Google Workspace, Excel, and Word. Zoho knowledge is a plus.