Pay rate range - $38/hr. to $40/hr.
Schedule: Fully onsite
Job Description:
Top skills:
-Root Cause Analysis
-Vendor Management
-Quality Assurance
KEY RESPONSIBILITES/REQUIREMENTS:
Job Responsibilities
NPS Ownership & Voice of the Customer (VoC) Strategy
• Own and drive Final Mile Net Performance Score (NPS) by utilizing post-delivery surveys, customer reviews, and qualitative feedback to identify key drivers of promoters and detractors.
• Partner with Data Science and Analytics teams to build actionable NPS dashboards, correlate operational KPIs with sentiment trends, and quantify the customer impact of fulfillment initiatives.
• Collaborate closely with Customer Service to diagnose final mile consumer pain points (e.g., rescheduling, missed delivery windows, installation defects) and execute closed-loop corrective actions.
Final Mile Operations & Partner Management
• Evaluate Final Mile Logistics and 3PL partner performance, surfacing delivery exceptions, property damage claims, and service failures to the appropriate stakeholders for rapid resolution.
• Monitor and act on exception reporting, tracking core KPIs—including Order-to-Delivery lead times, On-Time Delivery (OTD), first-attempt completion rates, backorders, and return/refusal rates—to hit NPS and operational targets.
• Partner with Supply Chain and Demand Planning to reduce backorders, manage EOL & product replacements, prevent aged/obsolete inventory, and ensure accurate delivery promise messaging (EDD) on Client website
Process Improvement, Systems & Governance
• Document end-to-end process flows and Standard Operating Procedures (SOPs) around final mile fulfillment, carrier integrations, customer escalations, and exception reporting.
• Develop business requirements for IT and reporting automation to improve visibility into final mile tracking, customer notifications, and partner system integrations.
• Review and approve operational materials, SOPs, and partner workflows to ensure accuracy, completeness, and conformance to Client service standards.
• Build and maintain strong cross-functional relationships with department leaders and external final mile carriers to assess progress, align on priorities, and drive continuous improvement.
Skills & Qualifications
• Customer Experience & NPS Acumen: Demonstrated ability to translate NPS, CSAT, and Voice of the Customer (VoC) data into measurable operational improvements.
• Process & KPI Reporting: Experience creating process flows, procedural documentation (SOPs), and executive business reporting centered on final mile and fulfillment KPIs.
• Cross-Functional Leadership: Ability to navigate the client organization to gather insights, elicit feedback, gain executive buy-in, and align B2C stakeholders around customer-centric goals.
• Analytical & Problem-Solving Skills: Strong quantitative, root-cause analysis, and decision-making capabilities to proactively resolve complex supply chain and delivery bottlenecks.
• Communication & Execution: Exceptional verbal and written communication skills, keen attention to detail, and the ability to manage competing priorities under tight deadlines.
• Technical Proficiency: Advanced proficiency in Microsoft Excel, Word, PowerPoint, and Tableau, alongside hands-on experience with SAP or similar order/warehouse/transportation management systems (OMS/WMS/TMS).
Education & Experience
• Education: Bachelor’s degree required (Supply Chain, Operations, Business Administration, or related field preferred).
• Industry Experience: Experience within eCommerce, Retail, or Home Appliances / Large-Format Final Mile delivery businesses.
• Functional Experience: 2–5 years of relevant experience in direct-to-consumer (D2C) eCommerce fulfillment, final mile logistics, or customer experience operations with a proven track record of improving NPS/CSAT.