# Final Mile Site Operations Analyst (EM7172)

**Company:** [Samsung SDS America](http://jobs.workable.com/companies/xo3HfE2gWuCJXQQ5Hz5K4h.md)
**Location:** Hazleton, United States
**Workplace:** on site
**Employment type:** Full-time
**Department:** SL Division

[Apply for this job](http://jobs.workable.com/view/98c6e2e4-3574-481e-a8ab-2b3d99135c60)

## Description

**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

**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

**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.**

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