Final Mile Delivery Sr. Analyst; EM

Position: Final Mile Delivery Sr. Analyst (EM7133)
Why join Samsung SDS?

The Final Mile Delivery Senior Analyst plays a pivotal role in ensuring seamless last-mile delivery operations, driving customer satisfaction, and optimizing delivery efficiency. This position requires a strategic thinker with strong leadership, analytical, and problem-solving skills to oversee delivery operations, enhance driver performance, and collaborate effectively with Distribution Centers and Final Mile Carriers.

Responsibilities

1. Delivery Operations Management:

* Monitor and analyze key performance indicators (KPIs) such as on-time delivery rates, customer satisfaction scores, and delivery costs to identify improvement opportunities.

* Develop and implement Standard Operating Procedures (SOPs) to ensure operational consistency and efficiency.

* Support programs and initiatives like Pre-Screen, Open Box Inspection, Dispatch Track Monitoring, and Customer Value-Added Service Layers.

* Conduct regular ride-alongs to audit driver execution and identify on-route improvement opportunities.

* Validate third-party partners' adherence to service level agreements (SLAs) and act as the central point of contact for escalated issues.

* Ensure consistency in service execution across the network and validate timely updates of open orders/work orders by third-party providers.

2. Driver Management:

* Conduct performance reviews with Final Mile Carriers, provide constructive feedback, and address performance gaps.

* Ensure driver compliance with pre-delivery, delivery, and post-delivery process requirements.

* Evaluate capacity needs based on forecasted volume to optimize resource allocation.

3. Customer Service:

* Respond promptly to customer inquiries and resolve delivery-related issues with professionalism.

* Proactively identify and address customer concerns to enhance satisfaction.

* Build and maintain strong relationships with cross-functional teams, including customer service, operations, returns, and quality assurance.

4. Technology &

Innovation:

* Explore and implement new technologies (e.g., route optimization software, telematics, mobile delivery apps) to improve efficiency and customer experience.

* Stay informed about industry trends and best practices in last-mile delivery.

5. Budget Management:

* Identify and implement cost-saving measures to optimize operational expenses.

6. Team Leadership:

* Lead, motivate, and develop a high-performing delivery team to achieve organizational goals.

* Foster a collaborative and positive work environment that encourages innovation and excellence.

Job Duties

* Monitor and analyze key performance indicators (KPIs) such as on-time delivery rates, customer satisfaction scores, and delivery costs.

* Develop and implement Standard Operating Procedures (SOPs) to ensure operational consistency and efficiency.

* Support programs and initiatives like Pre-Screen, Open Box Inspection, Dispatch Track Workflows, and Customer Value-Added Service Layers.

* Conduct regular ride-alongs to audit driver execution and identify on-route improvement opportunities.

* Validate third-party partners' adherence to service level agreements (SLAs) and act as the central point of contact for escalated issues.

* Ensure consistency in service execution across the network and validate timely updates of open orders/work orders by third-party providers.

* Conduct performance reviews with Final Mile Carriers, provide constructive feedback, and address performance gaps.

* Ensure driver compliance with pre-delivery, delivery, and post-delivery process requirements.

* Evaluate capacity needs based on forecasted volume to optimize resource allocation.

* Respond promptly to customer inquiries and resolve delivery-related issues with professionalism.

* Proactively identify and address customer concerns to enhance satisfaction.

* Build and maintain strong relationships with cross-functional teams, including customer service, operations, returns, and quality assurance.

* Explore and implement new technologies (e.g., route optimization software, telematics, mobile delivery apps) to improve efficiency and customer experience.

* Stay informed about industry trends and best practices in last-mile delivery.

* Identify and implement cost-saving measures to optimize operational expenses.

* Lead, motivate, and develop a high-performing delivery team to achieve organizational goals.

* Foster a collaborative and positive work environment that encourages innovation and excellence

Skills:

* Leadership and Team Management

* Communication and Interpersonal Skills

* Problem-Solving and Analytical Skills

* Customer Service Orientation

* Organizational and Planning Skills

* Data Analysis and Reporting

* Technology Savvy

* Time Management