Sr. Customer Delivery Analyst

SiteOne Landscape Supply • Roswell, GA

7h

About The Position

SiteOne has seen tremendous growth over the last few years, and we are looking for an experienced Customer Delivery Senior Analyst that will ensure best in class support to our Branches. This position will report to the Fleet & Delivery Strategy Senior Manager and will be based in Roswell, GA
This position will partner with cross-functional teams to analyze opportunities and implement effective, sustainable solutions that strengthen the company’s delivery service. The focus is on continuously lowering costs, standardizing service/processes, increasing service levels, and increasing the amount of freight recovered. The ideal candidate will have previous software implementation experience, understand routing/Last Mile software, and have worked in a customer first environment.

Requirements

• 4-year degree or equivalent industry experience
• 3+ years’ experience utilizing a Routing System in a retail or wholesale operation
• 3+ years’ experience in customer delivery / last mile operations
• 3+ years’ experience in analytics (root cause, basic last mile metrics, scorecarding…)
• A track record of providing superior customer service and exceeding expectations
• Strong verbal and written communication skills
• High level of attention to detail
• Ability to multi-task, meet deadlines, and work in a fast-paced environment
• Demonstrated ability to interact effectively with customers and staff at all organizational levels

Nice To Haves

• Experience in the green distribution, irrigation, nursery, or landscape industry is a plus
• Experience using DispatchTrack, Descartes, or similar technologies in a past role
• Experience implementing a SaaS based routing application

Responsibilities

• Serve as a project lead in a multi-system delivery operation to enhance customer satisfaction while serving all SiteOne lines of business efficiently and effectively.
• Become one of the “go-to” routing power-users for the SiteOne Fleet & Delivery Team and our Branches
• Have a well-balanced perspective on business needs, software limitations, and carrier capabilities/needs to determine the best scenario that will meet the needs of the branches and customer
• Be the point person for: Issues and exceptions and work with the software provider(s) to correct issues Documentation development User training Data maintenance Configuration changes Data extraction Communication to the business when changes or outages happen Ensuring system is producing expected results Daily system maintenance and field requests
• Work with internal business units to ensure system configurations meet the needs of the internal and external stakeholders
• Responsible for ensuring all third-party delivery providers delivering excellent customer service to both internal and external customers, consistently meet service standards and effectively executing system-related processes.
• Develop and maintain customer delivery SOP’s
• Develop KPI’s and other metrics to dashboard carriers on performance
• Analyze and recommend improvements to current and future systems and processes
• Develop, measure and analyze lane and route performance and develop improvement plans to maximize efficiency
• Assist with onboarding acquired businesses to optimal final mile delivery system(s)
• Ability to travel 25% of time (onboarding acquisitions, system training.)

Benefits

• Medical, Dental and Vision plans
• Paid Time Off, Paid Holidays
• Competitive Compensation
• 401k with company match
• Company paid life insurance, Short Term Disability and Long-Term Disability Insurance
• Product Discounts
• Tuition Reimbursement
• Opportunity for Advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level