[Hiring] Customer Logistics Manager @HHS, LLC

Role Description

The Customer Logistics Manager, under the direction of the Peppermint Robotics CEO, administers and communicates all activities related to the deployment of robots at customer locations once a contract is signed. The manager ensures high standards of operation, complies with the procedures established by division leaders, plans/communicates schedules and deployment information to customer contacts, and coordinates the robotic and human resource logistics required for successful deployment at each customer location.

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.