Final Mile Delivery Sr. Analyst; EM

Overview

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.

• 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
• 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
• 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
• 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
• Budget Management:
  Identify and implement cost-saving measures to optimize operational expenses
• 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

• 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

• Bachelor s degree in Logistics, Supply Chain Management, Business Administration, or a related field
• 5+ years of experience in logistics or transportation, with a focus on last-mile delivery
• Proven experience managing and supervising delivery teams
• Strong analytical and problem-solving skills with the ability to interpret data and drive improvements
• Excellent communication, interpersonal, and customer service skills
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Experience with Transportation Management Systems (TMS) and route optimization software is a plus
• Ability to travel up to 10% in U.S.

• Comprehensive Health Coverage Top-tier medical, dental, vision, and prescription plans to keep you and your family covered
• 401(k) with Company Match Invest in your future with our competitive retirement savings plan—and we ll match your contributions
• Flexible Spending Accounts (FSAs) Set aside pre-tax dollars for healthcare or dependent care expenses
• Paid Time Off & Holidays Generous PTO plus company-paid holidays to recharge and unplug
• Family/Medical/Bereavement/Parental Leave Paid leave to support you during hardships or life s biggest moments
• Life & Disability Insurance Peace of mind with company-paid life, short-term, and long-term disability coverage
• Employee Discounts Enjoy exclusive deals on products and services with global Samsung Brand Power
• Wellness Programs From fitness incentives to mental health support, we ve got your well-being covered
• Learning & Development Access various training programs, tools, and resources to enhance your skills and advance your career
• Service Awards We honor your commitment! Enjoy special recognition and rewards for your dedication
• Subsidized Lunch Support Savor your meals with our support
• ...and more! Explore additional benefits and programs designed to support you both at work and in your personal life