Delivery Associate – New Center Opening (Mission Viejo)

Lucid is excited to announce the grand opening of our brand-new Studio and Delivery location in Mission Viejo, California (28471 Marguerite Pkwy, Mission Viejo, CA 92692).

This new location reflects our continued investment in delivering a world-class customer experience and expanding Lucid’s presence throughout Southern California. We are building a talented team of sales and delivery professionals who are passionate about creating exceptional customer journeys, fostering meaningful relationships, and accelerating the adoption of sustainable transportation. Join us at an exciting time as we launch this new location and help shape the future of Lucid’s retail and delivery operations from day one.

As a Delivery Associate, your primary responsibility will be to successfully facilitate the delivery of customer vehicles, ensuring vehicle readiness prior to the customer appointment and completion of all required documentation. On the day that customers receive their vehicles, you will walk owners through all the key features and functions of their Lucid vehicle. Deliveries should be tailored to the owner’s needs through asking the appropriate questions to deliver on an exceptional customer centric experience.  The Delivery Associate also assists in facilitating lease-end vehicle returns, scheduling grounding appointments and ensuring all documentation is properly completed and logged. 

 Who we are looking for:  

You are an enthusiastic and engaging quick learner with a fondness for providing memorable and enjoyable experiences. You will seek to understand the customer, learning preferences and personalizing the experience. You are highly organized, personable, and thrive in a dynamic work environment. 

The Role 

Customer Facing: 

• Manage a pipeline of assigned deliveries through regular communication with Sales Specialist to align on delivery readiness.
• Conduct pre-delivery conversations with customers to confirm delivery details and set clear expectations.
• Guide customer through the key features and functions of their Lucid vehicle and tailoring the experience to their needs, whether at a delivery center, virtually, or an offsite location.
• Conduct post-delivery conversations with customers to address any questions which may arise after the day of delivery.
• Manage a pipeline of lease-end customers to schedule grounding of their vehicle upon lease maturation, scheduling appointments to ensure timely return of vehicles.
• Conduct lease-end vehicle intake appointments.
• Represent Lucid by articulating our technological, design, and quality advantages over competitors to benefit the customer’s purchasing decision.
• Utilize Salesforce to document essential details such as inbound/outbound activity, information during the delivery ceremony, and delivery specifications.
• Show a commitment to refining and adapting your approach to continuously enhance the customer experience, using feedback and customer delivery outcomes as guideposts.

Operational: 

• Manage vehicle readiness for all customer deliveries in your pipeline, including final quality check prior to vehicle handoff.
• Prep and stage vehicles in delivery area prior to customer appointments.
• Accurately complete required paperwork and collect necessary documents to finalize delivery or complete grounding of a lease return.
• Book and track final mile transport as necessary, coordinating with the customer and carrier.
• Assist with daily operations as needed.

Qualifications:   

• 2-5 years of customer facing professional experience.
• Excellent interpersonal and organizational skills with the ability to relentlessly prioritize and problem solve.
• Comfortable navigating ambiguity.
• Experience in a luxury retail or hospitality environment preferred.
• Comfort with using Salesforce or equivalent CRM system.
• A Bachelor’s degree or equivalent experience in business, sales, or related discipline.
• Ability to engage with all customers and members of the Lucid community in an authentic and courteous manner.
• Demonstrates a passion and enthusiasm for Lucid products and technological advances.
• Ability to gauge customer's requirements and interests to deliver a personalized and relevant interaction.
• Possesses strong relating skills including strong oral and written communication, empathy, and active listening ability.
• Ability to continually refine and adjust engagement approach to improve customer experiences through feedback and review of customer delivery outcomes.
• Ability to prioritize and schedule tasks independently that places the delivery experience at the center of their decision making.
• Takes ownership and responsibility for studio assets, including high-value Lucid customer vehicles.
• Demonstrates a passion for electric vehicles and premium vehicle markets.
• Is responsible for introducing our customers to their vehicle and creating a memorable orientation experience.
• Manages and overcomes customer feedback in a cordial and calm manner.
• Acts with urgency and champions excellence in all company objectives.
• Available to work weekends, evenings, nights, and holidays as needed.
• Valid driver’s license with no suspensions within the past year.   Drivers under 21 must have maintained a Driver’s License for a minimum of 3 years and successfully complete Lucid Training upon hire.
• Deliveries may occur both in Lucid facilities or at a remote location, so both local and overnight travel will be required on occasion.
• Physical requirements include the ability to twist, bend, squat, reach, and stand for extended periods of time with or without reasonable accommodation.