Delivery and Service Manager

Position Overview

The Delivery and Service Manager is a hands-on operations role responsible for keeping the day-to-day delivery and service side of the Energy Division running smoothly. This person plans and adjusts routes, personally handles deliveries and service calls, coordinates drivers and technicians, communicates directly with customers, and steps in quickly when unexpected problems arise.

Key Responsibilities

Delivery and Service Operations-Build, manage, and adjust daily delivery and service routes while balancing customer needs, drive time, tank levels, and changing priorities. Make sound decisions with incomplete information and limited time, and personally perform propane deliveries and service calls on the routes you build. Take ownership of the schedule from planning through execution, ensuring customers receive dependable and timely service.

Customer Service and Industry Expertise-Serve as the customer's first point of contact for delivery and service needs while building trust through proactive, clear, and consistent communication. Become a go-to resource for propane and related industry knowledge, both within the company and in the field. Anticipate customer needs, identify potential issues before they become complaints, and take action to resolve them before customers or leadership have to ask.

Sales and Service Partnership-Partner closely with the sales team to "service the sale" by ensuring customers receive the delivery, installation, and service support promised throughout the sales process. Coordinate with sales, drivers, and service technicians to create a seamless customer experience from the initial sale through delivery and ongoing service. Help ensure the company delivers on its commitments and that new and existing customers are well cared for.

Team Coordination and Problem Solving- Coordinate adjustments when routes, trucks, schedules, or customer needs don't go according to plan and make the necessary decisions to keep operations moving. Work directly alongside drivers and service technicians as a peer, resource, and problem solver rather than simply managing from a distance.

Leadership and Continuous Improvement-Communicate proactively with customers, and leadership so everyone understands what is happening and what needs to happen next. Take ownership of problems and bring practical solutions—not simply problems—to leadership. Provide real input into how the Energy Division operates, identify opportunities to improve the delivery and service process, and help build a culture centered on accountability, responsiveness, teamwork, and exceptional customer care.