Route Manager (Dispatch/Customer Service)

Job Category Business/Strategic Management Career Level Manager (Manager/Supervisor of Staff) Route Manager (Dispatch/Customer Service) Sears is committed to improving the lives of our customers by providing quality services, products and solutions that earn their trust and build lifetime relationships. We are proud of our diverse, high-performance team work environment and we strive for continuous improvement through keen focus on growth, effectiveness and a sense of urgency. Individuals who are driven to earn our customers' trust and business every day, who act with integrity, who treat everyone fairly and value diversity, and who are accountable for their actions are welcome to show interest in becoming a member of our winning team.Sears Route Manager's are responsible for managing a team of 20-40 routing associates. The Route Manager is responsible for managing all activities related to the routing of service orders to ensure that customers receive service when requested and to ensure that routes are constructed in the most economical and cost-effective manner.QualificationsJob Responsibilities:· Responsible for the cost-effective routing of the In-Home Service Technicians.· Must maintain and execute a high level of technician productivity and revenue growth by monitoring customer service and state of service performance. · Maximize utilization of routing systems to achieve productivity goals.· Implement, direct, adhere and ensure compliance to all applicable laws, regulations, and company policies, company values and code of conduct· Participate in routing center payroll planning process· Provide strong process- oriented leadership for Route Specialists, Capacity Coordinators, and Message Center Specialists.· Supervise, educate and coach all associates under direct supervision as well as providing cooperative support to other Route Managers in developing their teams.· Communicate with staff and associates through frequent meetings. · Act with urgency to meet and resolve customers' needs and problems and develop associates' commitment to act with urgency. · Participate in the payroll planning process with the District and Region staffs. Verify alignment in technician profiles to assure truck stock and training match routable technician specialties.· Participate with the District and Region staffs to establish guidelines for handling emergency service, exception coverage, overtime, unacceptable technician activities, technician under-utilization, customer complaint resolution, and managing continuous process improvement.· Provide ongoing analysis of routing metrics and provide on-going communication of performance data to all levels of associates within the routing center.· Work with the National Routing Manager to conduct process improvement experiments and develop new tools for analyzing and creating improved routes.Experience/Education Requirements:· 4 year college degree preferred· CARS routing experience (preferred) or 5 years logistics experience · Supervisory experience in team-based environmentBenefitsAs a Sears associate, your career path options will be determined by your performance and your desire to advance further within the Sears organization. We have some of the best benefits available in the industry to choose from:Vacation 401k with company matchSears merchandise discountsWorklife solutionsSears is an Equal Opportunity/Affirmative Action Employer.