Final Mile Site Operations Analyst (EM7172)

About this role

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 Requirements Requirements/Qualifications

Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field. High School Degree is required. 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. Work Location: 705 S. Church St #301, Hazleton, PA 18201 (Onsite) Work Hours: 6:00 am-3:00 pm

Physical Demands: The position requires the ability to talk and hear while performing the duties of this job. The position requires the ability to stand, walk, and use hands to handle or feel, and reach with hands and arms. The position requires dexterity to write and use computer keyboard and mouse. The position requires multitasking and solving complex issues, occasionally in a fast-paced environment. This position requires the ability to occasionally lift products, materials and supplies, up to 50…