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Distribution Warehouse

Carrier Support Manager

Stoke - Distribution Centre
Hours Per Week:
Vacancy Type:
20 May 2022

Job Description

A great opportunity has arisen within the Dunelm Carrier Team to manage the day to day Carrier relationships between our warehouses and Carriers, The role will be reporting in to our Carrier Manager.

As a Carrier Support Manager, you will be based in our DC’s in Stoke taking responsibility for the daily relationships with all carriers. The role will be working alongside our DC and DTC Teams to ensure all Dunelm customers have a great online experience, not forgetting our call centre as they will become your new best friends working with the team to pinpoint any customer issues within our multitude of different carrier experiences happening every day and last but not least our carriers as you will learn their operations and what they can do for us.

This is a great chance for someone who wants to break into the carrier world.

Core responsibilities will include:

  • Managing the daily DC’s and third-party carrier requirements from both an inbound and outbound perspective
  • Liaise with third party carriers, Distribution Centre and other areas of customer service daily to ensure the best customer journey
  • Build and maintain a strong working relationship with internal call centre to ensure a great customer experience is at the front of what we do
  • Responsible for managing all third-party carriers using KPIs, Daily reporting and NPS feedback.
  • Implement agreed operational changes and best practices for all carrier related actions within our DCs and third-party carriers. 
  • Ensure that operational and contractual service levels are met and exceeded through the achievement of contractual Key Performance Indicators for all third-party carriers. 
  • Responsible for day to day communication and conducting regular review meetings with all third-party carriers.
  • Maintain an effective working relationship with all third-party carriers to provide an efficient and effective service to the Dunelm customer always. 
  • Analyse information and evaluate data to identify issues and improvement opportunities
  • Be well informed with changes and new ideas in the UK and international delivery sphere
  • Have an obsessive customer focus to deliver a leading class Ecommerce service level to our customers
  • Ability to analyse data to make confident decisions and continuously improve the service


Desired knowledge:

  • Management of carriers daily/weekly/month kpis
  • Good understanding of all carrier delivery types from one man delivering to a front door to taking a sofa to a living room.
  • Excellent analysis and interpretive skills with high attention to detail
  • Ensuring a strong NPS is maintained from a carrier perspective
  • Ability to build relationships with key customers and stakeholders both internally and externally
  • Experience in driving continuous improvement
  • Ability to build relationships with key customers and stakeholders both internally and externally



  • Good working knowledge of Excel and ability to analyse complex data
  • Obsessive customer focus
  • The ability to be brave and make decisions under pressure
  • Reacting to change with pace and conviction
  • Future vision with being able to manage change positivity
  • Strong Leadership