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Field Services Controller I

Company: Sleep Number Corporation
Location: Minneapolis
Posted on: September 17, 2020

Job Description:

Position Purpose

The Field Services Controller (Dispatcher) role will ensure the highest level of customer service, delivery service and labor cost controls within Field Services while achieving financial goals and exceeding performance expectations. Execute upon all dispatch and service strategies. Work with both internal and external teams to communicate direction, challenges and successes. Champion innovation and continuous improvement in all areas of Home Delivery in eliminating defects and reducing cost.

Primary Responsibilities


  • Single point of contact for Home Delivery technicians, Customer Service & Retail partners (Phone, E-mail, Instant Message)
  • Takes lead on solving disruptions (Customer, Technicians, Assets, Logistics)
  • Communicates effectively to field and corporate support teams to increase market efficiency and service levels
  • Updates all required systems when decisions/changes are made (XORA/Siebel)
  • Supports all overflow delivery teams
  • Create and distribute daily routing manifest
  • Order daily assets as required by the business based on capacity and demand planning
  • Asset management to control costs
  • Review routes for efficiency


    • Drives continuous improvement to get technicians of the dock quickly & reduce dock time
    • Daily route monitoring to ensure technicians are meeting time windows
    • Assisting field leadership with labor management by monitoring overtime and DOT hours
    • Assisting field leadership with KPI reporting
    • Assisting field leadership with technician schedules & planning
    • Customer support


      • Proactively remedies any customer services obstacles to keep our commitments to the customer
      • Review all system reports to ensure our technicians and customers can be scheduled, routed and dispatched
      • Other duties as assigned to drive continuous improvement and overall effectiveness of the home delivery teams.

        Position Requirements

        • Minimum 1 years of customer service, scheduling or delivery experience
        • 1+ years of service fulfillment experience
        • HS Diploma or equivalent experience required; Bachelors Degree preferred
        • Intermediate knowledge of RTS, Siebel and NPS
        • MS Office (Mainly strong in Excel)
        • Strong communication, oral and written presentation skills; ability to think strategically and critically
        • Ability to influence without authority
        • Self-motivator with little direction
        • Courage to test & fail
        • Ability to build productive and collaborative working relationship
        • Proficiency to speak to customers
        • Ability to translate analysis & given tools into actionable insights
        • Evident work ethic; ability to prioritize tasks, meet deadlines and work independently in a fast paced environment; able to work under pressure and effectively manage stress
        • Resiliency to embrace challenges and strive to find creative solutions

Keywords: Sleep Number Corporation, Minneapolis , Field Services Controller I, Accounting, Auditing , Minneapolis, Minnesota

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