Final Mile Site Operations Analyst (EM7172)

About the role

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

• 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.

Requirements

• 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 pounds.

Benefits

• 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.