Logistics Experience Supervisor

Job Overview

The Logistics Experience Supervisor is responsible for executing and continuously improving the processes that shape the Marvin shipping experience for customers. This role ensures accurate delivery communication, supports education for drivers and customers, and assists with onboarding efforts for carriers and dealers.

In addition to operational responsibilities, the Logistics Experience Supervisor oversees a team of 3+ employees and is responsible for hiring, onboarding, training, performance coaching, and daily workflow management. This position provides leadership that promotes consistency, accountability, and a high quality service mindset across the team.

The Logistics Experience Supervisor collaborates closely with internal partners to resolve delivery concerns, identify process gaps, and contribute to improvement initiatives that enhance the overall logistics experience. This role plays a key part in developing team capabilities and strengthening the delivery experience for all stakeholders.

• Serve as the primary liaison for all Customer Services needs related to the delivery experience for all customers and dealers
• Partner with Sales, Marketing, and logistics teams to ensure a cohesive customer delivery journey from acquisition through retention.
• Participate in annual strategic planning sessions to continuously improve customer delivery experience
• Provide high-level support via phone, email, and virtual channels, ensuring timely and effective resolution of inquiries.
• Analyze customer feedback to identify trends and improvement opportunities; communicate insights to internal teams.
• Facilitate training sessions and webinars to help customers optimize their use of Marvin delivery services.
• Develop and present regular reports on customer success and DAP metrics to leadership.
• Conduct occasional on-site visits with customers as needed
• Assist in maintaining Marvin communication systems (MOS & Trimble Visibility) to ensure accurate and timely delivery information for customers.
• Support the creation and delivery of training materials for internal teams and external customers regarding the Marvin Shipping Experience.
• Partner with Logistics and Customer Support teams to address routine delivery concerns and elevate complex issues as needed.
• Help onboard and train third-party carriers to meet Marvin’s delivery experience expectations.
• Design and implement a comprehensive onboarding program for Log Ex Team
• Develop and document standardized processes for Log Ex Representatives and Clerks, including integration of technology tools
• Contribute to process improvement initiatives aimed at streamlining the delivery experience.
• Monitor and report delivery experience metrics to the Logistics Experience Manager.
• Lead the formal review process for all jobsite job site delivery and will call pickup requests.

Travel may be required on occasion.

• Bachelor’s degree in Business, Marketing, Communications, or a related field preferred.
• Past experience working directly with external customers and internal cross-function departments.
• Strong communication and organizational skills.
• Ability to work collaboratively in a team environment and build positive relationships with internal and external stakeholders.
• Proficient with the Microsoft Office Suite (Outlook, Excel, Word, etc.).
• Problem-solving skills and attention to detail.

From people to products, Marvin is committed to creating better ways of living. When you join this family‑owned and‑led window and door company, you belong to a community full of opportunities.

For more than a century, we’ve been at the forefront of designing, building, and engineering premium, award‑winning products. Today, Marvin is also proud to have been named a Top Large Employer by Forbes Magazine two years in a row, in 2024 and 2025. With operations in 19 cities across North America, we manufacture Marvin’s quality products, including Infinity Replacement Windows and Doors, and Tru Stile Doors.

Together, we uphold our values and foster a culture where safety and the wellbeing of our people comes…