Operations Coordinator
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Job Description
White Glove Operations Coordinator overseeing real-time performance of large parcel delivery network for Quince. Ensuring exceptional delivery experiences while managing carrier performance and shipment visibility.
Responsibilities:
- Track, trace, and manage large parcel shipments from origin to in-home delivery
- Coordinate and monitor delivery appointment optionality and success rate
- Ensure real-time status updates across all systems throughout the delivery lifecycle
- Act as an escalation point for service failures and delivery exceptions
- Proactively identify at-risk deliveries and work with carriers to prevent service failures
- Manage and enforce vendor, shipper, and carrier SOP compliance.
- Maintain daily communication with third party large parcel carrier network
- Ensure carriers meet service level expectations including pickup capacity and execution, speed to customer, In-Home Delivery Experience, Exception Management (ie. Lost in Transit, Damage)
- Monitor carrier scorecards, including on-time performance, damage rates, and customer satisfaction
- Support capacity planning for peak periods
- Partner with customer support teams to provide delivery updates and resolve escalations
- Coordinate delivery changes such as address updates, cancellations, and special requests
- Ensure a smooth handoff between vendor, linehaul, cross-dock, and final mile carriers
- Act as operational escalation point for customer inquiries
- Maintain accurate shipment data and milestone tracking
- Respond promptly to internal and external communications
- Escalate system issues, process gaps, or service risks that could impact delivery performance
- Provide weekend or after-hours monitoring when needed
- Audit delivery invoices including accessorials
- File and manage damage and service failure claims with carriers
- Track root causes of damages and missed deliveries to support continuous improvement
- Maintain accurate documentation of delivery outcomes, photos, and customer sign-offs
- Manage delivery exceptions including Damages, Refusals, Access limitations (stairs, tight spaces, no elevator), Weather or delay disruptions
- Coordinate redelivery, return to sender, or replacement shipments when necessary
Requirements:
- 2+ years of logistics experience, preferably in final mile, large parcel, furniture, appliance, or white glove delivery operations
- Strong written and verbal communication skills
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
- Excellent problem-solving and critical-thinking abilities
- Strong attention to detail and organizational skills
- Ability to work cross-functionally with internal teams and external partners
- Customer-focused mindset with the ability to handle escalations professionally
- Proficiency in G-suite, Looker Studio and general logistics or operations systems
- Experience with large parcel, furniture, appliance, or oversized product delivery (preferred)
- Familiarity with appointment-based delivery scheduling and routing (preferred)
- Understanding of accessorial services (stairs, long carry, assembly, debris removal) (preferred)
- Knowledge of damage prevention practices and in-home delivery handling standards (preferred).
Benefits:
- All posted ranges are reflective of base salary and may vary depending upon experience level and location.
- Bonus and equity may also be provided for eligible roles.
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