Samsung SDS America · 1 month ago
Final Mile Delivery Sr. Analyst (EM7139)
University Park, Illinois, United States
Full-time
Onsite
Senior LevelSamsung SDS America is seeking a Final Mile Delivery Senior Analyst to ensure seamless last-mile delivery operations and enhance customer satisfaction. The role involves overseeing delivery operations, optimizing efficiency, managing driver performance, and collaborating with various teams to improve service delivery.
Information Technology & Services
Responsibilities
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
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
Qualification
Required
Strong leadership skills
Analytical skills
Problem-solving skills
Experience in delivery operations management
Ability to monitor and analyze key performance indicators (KPIs)
Experience in developing and implementing Standard Operating Procedures (SOPs)
Experience in conducting performance reviews
Ability to ensure driver compliance with delivery process requirements
Strong customer service orientation
Ability to build and maintain relationships with cross-functional teams
Experience in exploring and implementing new technologies
Ability to identify and implement cost-saving measures
Experience in team leadership and development
Strong communication and interpersonal skills
Organizational and planning skills
Data analysis and reporting skills
Technology savvy
Time management skills
Company
Samsung SDS America
Samsung SDS America (SDSA) is the U.S. subsidiary of Samsung SDS, a global leader in cloud and digital transformation.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Daniel H.
Manager Strategic Partnership Digital Health
Hea Mi Woo
Executive Assistant to CEO
Company data provided by crunchbase