Highlights
A Red Alert Manager leads daily Red Alert Center operations to meet customer satisfaction levels and customer experience goals while partnering with leadership to drive consistent processes, coaching, and continuous improvement. This includes moving and placing dressers, nightstands, and other furniture on floats, while using a Kevlar glove and box cutter to remove factory packaging.
Numbers & Facts
| Location | Brookshire, TX |
| Industry | Retail |
| Company Size | 5,000 to 9,999 employees |
| Year Founded | 1991 |
| Website | http://www.roomstogocareers.com |
Description
Position Summary:
This position is responsible for managing all functions related to Red Alert operations and customer communications and relationships. A Red Alert Manager leads daily Red Alert Center operations to meet customer satisfaction levels and customer experience goals while partnering with leadership to drive consistent processes, coaching, and continuous improvement.
Essential Duties and Responsibilities:
Observe loading of Red Alert products to ensure safe handling onto trailers.
Identifies systemic issues impacting quality or efficiency and implements corrective action plans.
Employment Standards:
Knowledge
Education
Experience
Essential Requirements
Working Conditions
This position is responsible for managing all functions related to Red Alert operations and customer communications and relationships. A Red Alert Manager leads daily Red Alert Center operations to meet customer satisfaction levels and customer experience goals while partnering with leadership to drive consistent processes, coaching, and continuous improvement.
Essential Duties and Responsibilities:
- Directs day-to-day operations of assigned teams and Supervisors.
- Provides support and guidance to Supervisor staff
- Facilitates innovative culture to foster new and improved processes and ideas.
- Identifies and recommends or acquires updates/expansions to technology, equipment, and policies that may improve customer service and agent retention.
- Tracks and reports on all data for all areas of responsibility.
- Performs performance reviews and disciplinary actions for all staff.
- Ensures appropriate staffing levels to meet service demands and departmental performance goals.
- Monitors and assists teams and Agents in meeting all service levels required by the department and performance metrics.
- Collaborates closely with other managers in the Red Alert Centers to ensure uniformity and consistency.
- Performs other duties as required. Assists Management with any projects or immediate needs that may arise.
- Locate VIP Red Alert orders and, if needed, help inspectors strip pieces from factory wrap. This includes moving and placing dressers, nightstands, and other furniture on floats, while using a Kevlar glove and box cutter to remove factory packaging.
- Once Inspection and photos are complete being able to help the inspectors when needed:
- Wrap Red Alert products in protective blankets or materials appropriate to the piece before loading.
- Upload photos for all pieces inspected to ServiceNow and Dispatch Track for driver reference and resolutions team documentation.
Observe loading of Red Alert products to ensure safe handling onto trailers.
Identifies systemic issues impacting quality or efficiency and implements corrective action plans.
- Partners with management to review department performance metrics and recommend process improvements.
- Partners cross functionally with Operations, Leadership, and Support Teams to ensure alignment and execution of Red Alert objectives.
- Supports changing management initiatives, including new processes, reporting, or system enhancements.
Employment Standards:
Knowledge
- Extensive knowledge of the Red Alert process and inspection duties.
- Strong understanding of Rooms To Go Sales and Distribution procedures.
- Knowledgeable in Microsoft Office Tools.
- Working knowledge of all Delivery platforms and companies.
Education
- High School Diploma or equivalent.
- College degree is preferred.
Experience
- Over 2+ years of Red Alert Supervisor Expierence or a combination of experience and education.
- Must currently be at a supervisory level position.
Essential Requirements
- Regular, reliable attendance and punctuality to serve our customers.
- Excellent verbal and written communications skills with ability to effectively present and communicate with all levels within the organization, with agencies and vendors.
- Excellent organizational skills with ability to handle multiple priorities, meet demanding deadlines and adjust to sudden changes in workflow.
- Excellent analytical skills with the ability to think independently, take corrective action, and to resolve employee inquires and requests for information.
- Ability to manage and administer a broad range of tasks including resolving complaints, counseling supervisors and employees on the interpretation of policies, procedures.
- Ability to write reports, business correspondence and procedure manuals.
- Ability to deal with problems involving several variables in a variety of situations.
- Ability to maintain all job-related information in a confidential and private matter.
Working Conditions
- Ability to work extended hours may be required to meet deadlines, handle unusual workloads or to accomplish organizational priorities
- Ability to Travel
- Ability to work and stand in the distribution center throughout the day.
- Ability to be able to lift 50lbs in order prepare the inspection of pieces of furniture you have been assigned and to help fellow inspectors if needed.
- Ability to work in a fast-paced, high-volume operations environment requiring frequent interaction with team members.
About Company
When Rooms To Go opened its first set of doors in 1991, the way people bought furniture was changed forever. Since then, we've grown into America's #1 independent furniture company with the nation's largest furniture inventory. By offering stylish furniture at everyday low prices, original room packages, superior service and fast delivery, today Rooms To Go is America's favorite place to buy furniture.
Along with the creation of this great furniture company, an exciting and innovative way to shop furniture was born. Rooms To Go introduced the concept of displaying and packaging furniture in complete room settings. Our designers coordinate each room's colors, fabrics and accessories to the last detail, so customers don't have to. This approach affords customers a simplified shopping experience and increased savings when buying an entire room. Trained, knowledgeable and courteous Rooms To Go sales associates create the hassle free, comfortable environment customers enjoy in our showrooms.
Rooms To Go's incomparable delivery promise ensures customers receive their new furniture in days, not months. Our fast and easy furniture delivery is realized through state-of-the-art Rooms To Go distribution centers, housing hundreds of thousands of furniture pieces ready for delivery today.
The Rooms To Go Furniture Revolution is the direct result of the finest sales, merchandising, advertising, operations, customer service and finance initiatives in the furniture industry. Our complete focus is to embrace change, and to respect and respond to our customer base. Certainly our policy of fashion at an affordable price generates high traffic through the front door, but it is the Rooms To Go Team that builds the loyalty and trust that keeps our customers coming back.
Rooms To Go recognizes that our over 5,000 associates are the nucleus of our continued success. We hire the finest candidates, who are career oriented and motivated. We value the individuality and creativity of our associates and recognize them on a regular basis. The executive team provides the vision; as service leaders, they are the coaches. They empower and believe in people achieving excellence in their work and lives. They love the business and refuse to accept mediocrity. Integrity and honesty are part of your benefit package at Rooms To Go.
Along with competitive pay, Rooms To Go offers excellent and affordable health insurance, a 401(k) plan with discretionary match, dental, vision, life, and disability insurance. Paid time off includes a week of paid vacation after only six months of employment, personal time and paid holidays. We are proud of our Wellness Program that offers our associates contests, weight loss and activity programs, discounts, and information to stay healthy. Many of our positions offer individual or team incentives to recognize and reward our associates. Rooms To Go associates enjoy a fast paced, innovative, team environment that focuses on giving our customer's an amazing buying experience.