Final Mile Site Operations Analyst

**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/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 pounds. **Benefits & Perks** 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.** **Follow Us** *        [Samsung SDS Logistics](https://www.samsungsds.com/en/logistics/logistics.html) *         [YouTube](https://www.youtube.com/@samsungsdsglobal) *         [Cello Square](https://cello-square.com/en/index.do) *         [LinkedIn](https://www.linkedin.com/company/samsung-sds-america/) *         [X (Twitter)](https://x.com/SamsungSDSA)