Final Mile Site Operations Analyst (EM7140)

Samsung SDS America•University Park, IL

12d•Onsite

About The Position

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.

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).
Ability to travel up to 10% in U.S.

Nice To Haves

Experience with Transportation Management Systems (TMS) and route optimization software is a plus.

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.

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.
...and more! Explore additional benefits and programs designed to support you both at work and in your personal life.