Position Purpose: 

The Delivery Coordinator plays a pivotal role in successfully managing over 20,000 customer deliveries weekly across all Home Depot stores in the Canadian division. This role supports the coordination of large-format deliveries for both PRO and DIY customers, utilizing flatbeds with moffet forklifts and boom deliveries in certain markets. The position also manages car and van deliveries using a crowd-sourced model. The coordinator will oversee dedicated 3rd party drivers and utilize The Home Depot Delivery Management System (DMS) to create daily, well-planned routes that ensure efficient execution. A key responsibility will be managing carrier capacity to maintain high delivery performance, ensuring timely, fast, and frictionless customer delivery experiences. 

Responsibilities: 

• Understand and leverage The Home Depot Delivery Management System (DMS) to monitor and hold carriers accountable for performance. 

• Communicate regularly with key stakeholders, including store associates, OPS ASMs, CXMs, Store Managers, CAMs, Pro Account Expeditors (PAEs), carrier leadership teams, drivers, and peers on the FDC teams. At times, engage with customers directly to resolve escalations. 

• Execute day-to-day route planning and daily route management flawlessly. 

• Audit daily load planning and manage last-minute add-ons to meet customer requirements. 

• Collaborate with carrier operations to monitor daily routes, ensuring deliveries are completed on time and customer satisfaction is maintained. 

• Prioritize PRO deliveries to meet customer demands. 

• Serve as the primary point of contact for stores and carriers, addressing and resolving daily issues, while ensuring compliance with prescribed processes. 

• Ensure returns are managed according to established guidelines. 

• Identify and implement improvements to optimize costs and service levels. 

• Adapt to changes easily, working through ambiguity in new roles, processes, and systems. 

Deliverables: 

• Efficient daily routes that meet customer service expectations and are executed on time. 

• Management of a large volume of annual deliveries across the Canadian division. 

• Consistent communication with carriers, stores, and relevant teams to ensure smooth operations. 

• Management of last-minute add-ons to maintain high customer satisfaction. 

• Timely resolution of route, store, and carrier issues. 

• Address store and/or customer escalations effectively. 

Experience / Knowledge Required: 

• 5+ years of experience in retail store operations, service desk, or delivery management, including picking, staging, or loading. 

• 2+ years of experience with delivery management systems (Descartes experience is a plus). 

• Strong sense of urgency and a passion for logistics. 

• Results-driven with a proactive problem-solving mindset. 

• Demonstrated customer-focused approach. 

• Team-oriented with the ability to build strong relationships, particularly with carriers, drivers, and internal store/FDC teams. 

• Process improvement-focused, with proven ability to implement change effectively. 

• Strong ability to multitask and manage time efficiently. 

• Knowledge of store and/or carrier processes is advantageous. 

• Flexibility to work various shifts as required.