Customer and Operations Support Manager

About Nimble

Nimble is a robotics and AI company inventing and scaling autonomous logistics with intelligent robots to enable fast, efficient, and sustainable commerce. We’re developing generalized robot intelligence and building general-purpose mobile manipulator robots, the first in the world capable of performing all core warehouse functions. We've recently closed a $106M Series C funding round at a $1 billion valuation and we're continuing to grow our all-star team.

Our mission is to empower and inspire mankind to accomplish legendary feats by inventing robots that liberate us from the menial.

Our long-term vision is to invent the Autonomous Supply Chain – everything from the inside of factories and warehouses to your front door – using next-gen intelligent robotics to deliver faster, more efficient, and more sustainable commerce.

We were founded from the AI labs at Stanford and Carnegie Mellon. We’re backed by the World’s most prestigious investors and Nimble’s Board of Directors includes AI and robotics legends like like Marc Raibert (Founder of Boston Dynamics), Fei-Fei Li (Chief Scientist of AI at Google, Director of Stanford’s AI lab), and Sebastian Thrun (Founder of Google X, Waymo, Kitty Hawk, and Udacity)! 

Link: Introducing Nimble – Intelligent Fulfillment Robots at Scale

Nimble's Core Values:

Be relentlessly resourceful - Challenge the status quo. Make the impossible, possible. Do whatever it takes.

Be legendary - Be the best at whatever it is that you do. Leave your mark. Motivate and inspire others.

Be humble - Leave your ego behind. Have a growth mindset. Learn and improve yourself every day.

Be dependable - Take ownership and deliver. Be loyal to your team and Nimble's mission.

About the Role: 

This role is based at the warehouse and is an on-site role. This position is critical to helping Nimble continue to provide best in class customer support and operations. The manager will be required to have a blend of both strong administrative and customer facing skills as well as ability to execute operational tasks and support overall day to day operations.

Responsibilities:

- Transition post on-boarding as the primary point of contact customer relationship, promptly responding to questions, concerns, requests, resolving customer inquiries professionally and promptly

- Both through ad hoc communication as well as through Nimble support portal

- Resolving inquiries will require the C&OS to actively be in the warehouse on a regular basis

- Own any meetings with customers including agenda, action items and communication internally and externally

- Escalate customer concerns promptly to management and participate in proactive problem solving

- Produce, maintain and circulate reports for both customer and operations as required/requested including SLA reporting internally and externally 

- Work with operations and sales leaderships to create Business Review presentations

- Creates systems for organization and maintenance of all operations documentation including those required for inventory and food safety auditing (ex - BOLs, Receiving Check Lists, Facility sanitation)

- Support operations in executing customer goals and maintaining required Service Level Agreements (SLA) by:

- Proactively review customer inbound, outbound and inventory data on a daily basis including discrepancy investigation both systematically and physically in the warehouse

- Working on the warehouse floor as a back up supervisor when required 

- Support Operations Manager in administrative tasks including packaging inventory, vendor management, supplies and facilities procurement and organization

- Supervise various warehouse operations functions and support daily operations

- Reviews and assures that all billing is accurately captured to ensure accurate invoices

- Maintains documentation as it relates to specific customer processes or procedures

- Execute administrative operational tasks for specific business processes 

- Make suggestions for operational process improvement and initiatives and work with data and integration team to streamline and improve integration, on-boarding and transition post go live

- Other tasks as assigned

Basic Qualifications:

- 1 Year in a customer service facing role

- 1 Year of warehouse experience in e-commerce fulfillment or equivalent operations experience

- Strong problem solving skills and ability to learn independently

- Ability to work in fast paced, highly fluid and ambiguous environment

- Highly organized with excellent time management and follow through skills

- Strong written, verbal and interpersonal communication skills

- Ability to prioritize many incoming requests and competing priorities

- Strong google suite, Gmail, Slack skills

- Must have the ability to utilize sheets, docs, slides

Preferred Skills and Experience: 

- Inventory management experience 

- Understanding/experience working with Warehouse Management Systems

- Experience working with Salesforce

Additional Requirements:

- Must be able to stand/walk for up to 10-12 hours.

- Must be able to lift and/or pull 50 lbs. without restriction.

- Regular bending, lifting, stretching and reaching both below the waist and above the head.

- Walking in the Distribution Center and around the area with great frequency

- Should be able to work in environments with variable noise levels, lighting conditions and temperature variation and able to access all areas of building without limitations.

- Ability and availability to work irregular or extended hours including nights, weekends and holidays as needed

Culture:

We embrace challenges and strive to make the impossible possible each day. We’re not in this to do what’s easy or to be mediocre. We want to create something legendary and leave our mark on the world. We’re ambitious, we’re gritty, we’re humble and we’re relentlessly resourceful in pursuit of our goals. If this sounds like you then you might be a great fit!

Press:

Link: Nimble Closes $106 Million Series C Funding Round, Scales Fully Autonomous Fulfillment with FedEx 

Link: FedEx Announces Expansion of FedEx Fulfillment With Nimble Alliance

Nimble Robotics, Inc. is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the basis of race, color, religion, national origin, ancestry, disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, sexual orientation, age, military or veteran status, or any other characteristic protected by applicable state, federal or local laws.

Nimble's Benefits

Paid Time Off

Enjoy the time you need to travel, rejuvenate, and connect with friends and family.

Health Insurance

Nimble provides medical, dental, and vision insurance through several premier plans and options to support you and your family.

Paid Parental Leave

Enjoy paid bonding time following a birth.

Commuter Benefits

Take the stress out of commuting with access to fully-paid parking spots. 

Referral Bonus

Get a cash bonus for any friend or colleagues that you refer to us that we end up hiring. 

401k

Contribute towards a 401k for retirement planning.

Equity

Be an owner in Nimble through our equity program