SUMMARY

The Final Mile Lead provides day-to-day functional leadership for Pella Corporation’s final mile delivery network while coordinating shipment execution, carrier performance, and customer delivery commitments. This role serves as a primary operational resource for Final Mile Coordinators, third-party carriers, pool point locations, and internal teams.

Final mile delivery is the last stage of the supply chain and directly impacts customer satisfaction, brand perception, and service performance. This role combines hands-on coordination with process ownership, peer guidance, escalation management, and continuous improvement.

RESPONSIBILITIES

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Other duties may be assigned.

• Lead daily final mile shipment execution by prioritizing workload, coordinating coverage, and helping ensure on-time delivery and service expectations are met
• Serve as the first point of escalation for complex shipment issues, delivery exceptions, service disruptions, claims, and customer concerns
• Provide day-to-day guidance, process support, and coaching to Final Mile Coordinators while reinforcing standard work and service expectations
• Coordinate with third-party carriers, cross-dock locations, pool point partners, and internal teams to resolve operational issues and protect the customer experience
• Oversee delivery scheduling, routing coordination, and appointment setting for jobsite and residential deliveries, including high-priority or complex deliveries
• Monitor and analyze key performance metrics including on-time delivery, claims/damages, service levels, and carrier performance; recommend corrective actions
• Lead root-cause analysis and continuous improvement efforts focused on cost reduction, service performance, standardization, and operational efficiency
• Support onboarding, training, and implementation of new final mile partners, processes, systems, or locations
• Coordinate operational communication during disruptions, peak periods, special projects, and network changes; escalate risks to the Final Mile Distribution Manager as appropriate

LEADERSHIP AND SUPERVISORY RESPONSIBILITIES

This position does not have direct supervisory responsibility unless assigned by the organization. The role provides functional leadership by coordinating daily work, serving as a subject-matter resource, supporting training and onboarding, reinforcing standard processes, and escalating performance or staffing concerns to the Final Mile Distribution Manager. Employment decisions and formal performance management remain the responsibility of management.

QUALIFICATIONS

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

• High school diploma or equivalent required
• Associate or bachelor’s degree in supply chain, Logistics, Business, or related field preferred
• 3–5 years of experience in logistics, transportation, final mile delivery, or supply chain preferred
• Experience coordinating carriers, resolving escalated delivery issues, leading projects, training peers, or serving as a subject-matter expert preferred

KNOWLEDGE, SKILLS, AND ABILITIES

Technical Skills

• Proficiency in Microsoft Office (Excel, Outlook, Word, Teams)
• Ability to analyze operational data, identify trends, and communicate actionable insights
• Experience with transportation management, reporting, and Power BI or similar analytics tools preferred

Logistics Knowledge

• Strong working knowledge of final mile transportation concepts, including:
• Pool point / cross-dock operations and network coordination
• Delivery scheduling, routing, and service recovery
• Third-party carrier performance, claims, and escalation management

Core Competencies

• Demonstrated ability to influence, guide, and support peers without formal authority
• Strong organizational, prioritization, time management, and follow-through skills
• Detail-oriented with strong problem-solving, root-cause analysis, and sound judgment
• Clear, professional communication and ability to train others and reinforce consistent standards

Customer Focus

• Demonstrated customer service mindset and commitment to a high-quality delivery experience
• Ability to resolve escalated issues professionally, efficiently, and with appropriate urgency
• Commitment to protecting Pella’s service standards and brand expectations

Adaptability

• Ability to adjust to changing priorities, business needs, schedules, and network conditions
• Comfortable working flexible schedules to support operations and service disruptions

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Hybrid; Office-based environment in Pella, IA
• Fast-paced logistics and operations setting
• Interaction with internal teams, external carriers, pool point locations, and service partners

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Regular use of computer and standard office equipment
• Occasional standing, walking, and lifting (up to 25 lbs. as needed)

TRAVEL REQUIREMENTS

• Approximately 10% travel required
• Travel may include visits to pool point locations, carriers, or operational sites

ADDITIONAL EXPECTATIONS

• Ability to work flexible hours based on business needs and delivery schedules
• Maintain alignment with Pella’s core values and commitment to operational excellence
• Model accountability, collaboration, continuous improvement, and a customer-first approach