Final Mile Site Operations Analyst (EM7200)

Why join Samsung SDS?

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 www.CelloLogistics.com.

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

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: 400 Dividend Dr. #200 Coppell TX 75019 (Onsite)

• Work Hours: 11:00 AM – 8:00 PM or 1:00 PM – 10:00 PM (TBD; start time is most likely 11:00 AM)

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 pounds.

Benefits

We believe that when you thrive, we all succeed. That’s why our benefits are built to support your health, well-being, career growth, and life outside of work.

•  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.

Samsung SDS America supports your professional development and growth in your future career.

Your base pay is one part of our total compensation package and is determined within a range. This allows you to progress as you grow and develop within the position. Your base pay will depend on your skills, education, qualifications, experience, and location.

Samsung SDS America, Inc. is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, status as a protected veteran, marital status, genetic information, medical condition, or any other characteristic protected by law.

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