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Ronbow Corp · 3 weeks ago

Delivery & Customer Experience Manager

Livermore, CA

Full-time

Onsite

Mid Level

3+ years exp

Ronbow Corp is seeking a Delivery & Customer Experience Manager to oversee the full post-sales journey for their customers. This role is responsible for coordinating delivery, installation, service, and customer support, while driving operational excellence and resolving customer escalations.

CommercialFurnitureIndustrialManufacturing

Hiring Manager

Ronnie Versa

Responsibilities

Plan, schedule, and track all outbound deliveries with warehouse and logistics teams

Ensure accurate delivery window communication with customers and internal teams

Proactively address delivery issues to minimize delays or rescheduling

Manage installation assignments, installer scheduling, and daily routing

Track project progress, service orders, and warranty tasks from start to completion

Ensure installation quality meets Ronbow standards and escalate issues when needed

Coordinate closely with installers and service technicians to ensure timely completion

Lead and manage the customer service team in handling inquiries, complaints, and follow-ups

Own customer escalations and provide timely, clear solutions

Maintain high standards of communication and professionalism across all touchpoints

Implement processes that improve response time, transparency, and customer satisfaction

Collaborate with Production, Design, Sales, and Warehouse teams to resolve order discrepancies

Support Sales by clarifying delivery requirements and installation timelines for customers

Provide feedback loops to manufacturing and design on recurring issues or defects

Monitor key delivery and service metrics (lead time, completion rate, NPS, service cost)

Implement SOPs for delivery, installation, and service workflows

Identify bottlenecks and propose improvements to enhance efficiency and customer experience

Prepare weekly and monthly operational reports for leadership

Qualification

Delivery operationsCustomer experienceField service managementCRM systemsScheduling toolsCustomer-facing abilitiesProactiveOrganizational skillsCommunication skillsProblem-solving skillsDetail-orientedCross-functional collaboration

Required

3–5 years experience in delivery operations, field service management, customer experience, or after-sales service, ideally in home improvement, construction, or manufacturing

Strong organizational and coordination skills; able to manage multiple moving pieces

Excellent communication and customer-facing abilities

Ability to solve problems calmly and professionally under pressure

Comfort with CRM systems, scheduling tools, and operational reporting