Final Mile Site Operations Analyst (EM7200)

Final Mile Site Operations Analyst

Samsung SDS plays a leading role in the global logistics market with unique logistics services. With its innovative IT technology, SDS developed the integrated logistics solution called "Cello" in 2010, started its logistics business in 2012 and expanded its logistics business with Business Process Outsourcing. Smart Logistics Division tech-driven innovators shaping the future of global supply chain solutions. Our logistics platform Cello blends cutting-edge IT with real-world logistics, offering smarter, faster, and more reliable services to our clients around the world.

To learn more about Samsung SDS America, Inc. please visit

Key Responsibilities

The Final Mile Site Operations 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 within the warehouse.
• 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 within the warehouse.
• 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