Field Delivery Guide Lead

Rivian Automotive, LLC - Field Delivery Guide Lead - Denver, Colorado

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. As a company, we constantly challenge what's possible, never simply accepting what has always been done. We reframe old problems, seek new solutions, and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

Role Summary

Customer experience is at the forefront of how we create intuitive, innovative, and beautiful products that our customers will love. This role requires a high level of energy, initiative, and deep understanding of the customer's journey. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with a creative and flexible mindset. We're looking for someone who loves people and is excited to take every opportunity to over-deliver when it comes to delighting and interacting with our Rivian customers. The ideal candidate is an empowered self-starter who can process and execute on complex information potentially in high-stress environments.

Responsibilities

1. Support in managing day-to-day delivery and mobile operations processes.
2. Manage the delivery center's inventory and supplies.
3. Support in training initiatives.
4. Lead daily huddles with the team.
5. Engage with Rivian customers and identify the unique needs to create an individualized experience including demonstration drives and customer deliveries.
6. Support new and existing customers as a Rivian product expert.
7. Willing and able to operate Department of Transportation compliance for flatbed operations.
8. Conduct required compliance audits related to DOT regulations.
9. Execute local registration documents with customers during delivery.
10. Responsible for transporting vehicles in various weather elements.
11. Be resourceful, explore your curiosity, and ask questions to seek customer-centric solutions to problems.
12. Work closely with internal cross-functional partners to ensure vehicle standards and operational processes are up to Rivian's excellence.
13. Complete additional work and tasks as requested by the leadership team.

Qualifications

1. 3+ years of experience in customer service; 2+ years supervisory experience preferred; previous experience with EV or Auto Ecommerce a plus.
2. Must be at least 21 years of age.
3. High School Diploma or GED required.
4. Ability to work a flexible schedule to support customers on nights, weekends, and/or holidays; ability and willingness to travel based on business needs to support other market launches and operations.
5. Working knowledge with computers and software including Microsoft Programs (Word, Excel, PowerPoint) with the ability to effectively navigate internal business platforms.
6. Commercial driving experience preferred; Commercial Driver's License (CDL) not required.
7. Ability to complete driver training/car-hauling training and a road test within the first 30 days of employment which may include winching (training provided).
8. Must have a valid driver's license in the state/province of residence that you will be driving/operating a vehicle (or state that you are commuting daily to/from).
9. Must pass Department of Transportation (DOT) Physical and Drug Test.
10. No drug or alcohol-related driving incidents in the last 3 years; No more than 1 serious moving violation in the last 3 years; No driving-related suspensions or revocation of Driver License within a 3-5 year period. Will be subject to continuous Motor Vehicle Record (MVR) monitoring.
11. Ability to obtain and maintain local sales licenses if applicable in your state/province.
12. Must have or be eligible to obtain a notary license (within the first 90 days of employment) in the state/province of your assigned work location.
13. Customer-focused mindset.
14. Adaptable to a fast-paced and constantly changing environment.
15. Ability to multitask and prioritize tasks based on level of importance and urgency.
16. Team-player with strong communication skills.
17. Ability to work autonomously and consistently with limited direction.
18. Empowered self-starter who can process and execute on complex information potentially in high-stress environments.
19. Willingness to work in various working conditions including being in a full-service retail center or unpredictable weather conditions.
20. Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).
21. Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners.
22. Strong understanding of written and spoken English.
23. Ability to see, read, and interpret documents such as governmental regulations, safety rules, operating procedures, etc.

Equal Opportunity

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information, or any other characteristic protected by law.