Job Description
Responsibility
1.Logistics Operations Management:
- Oversee daily logistics operations for online channels (including e-commerce platforms, official websites, and mini-programs) to ensure efficient order processing from receipt to delivery.
- Monitor the performance of logistics providers in terms of delivery timeliness, service quality, and cost, regularly evaluating their performance to ensure compliance with company KPIs (e.g., on-time shipment rate, delivery accuracy rate, customer satisfaction).
- Develop and optimize logistics processes to improve overall operational efficiency and reduce costs.
2.Order Processing and Tracking:
- Supervise the order fulfillment process to ensure orders are picked, packed, and shipped within the promised timeframe.
- Track order status in real-time, ensuring accurate updates to logistics information and timely synchronization with customers and internal systems.
- Handle exception orders (e.g., delayed shipments, lost packages, damaged goods, returns, and exchanges), coordinating with logistics providers and warehouses to resolve issues promptly and ensure customer satisfaction.
3.Exception Management:
- Develop contingency plans and respond quickly to logistics exceptions (e.g., delivery delays, lost parcels, customer complaints) to ensure issues are resolved in the shortest possible time.
- Analyze root causes of exception orders and propose improvement measures to prevent recurrence.
- Regularly compile exception data and generate analysis reports to support management decision-making.
4.KPI Development and Performance Management:
- Define logistics-related KPIs (e.g., order fulfillment rate, on-time delivery rate, return processing time) based on company business objectives, and regularly track performance against these KPIs.
- Conduct KPI evaluations of logistics providers to ensure service quality meets company standards, and optimize collaboration strategies based on evaluation results.
- Analyze logistics operational data regularly, identify issues, and propose improvement plans to continuously enhance logistics performance.
5.Inventory and Warehouse Coordination:
- Collaborate closely with the warehouse team to ensure accurate inventory data and avoid order delays or cancellations due to inventory issues.
- Monitor inventory turnover rates, propose optimization suggestions, and ensure inventory levels align with sales demand.
- Coordinate the interface between the warehouse and logistics providers to ensure smooth shipping processes.
6.Customer Service Support:
- Work with the customer service team to address customer inquiries and complaints related to logistics, providing professional solutions to enhance customer satisfaction.
- Conduct regular training for the customer service team to ensure a clear understanding of logistics policies and processes, enabling efficient handling of customer issues.
7.Data Analysis and Reporting:
- Regularly analyze logistics data (e.g., transportation costs, delivery timeliness, exception order rates) and generate analysis reports with optimization recommendations.
- Monitor logistics costs, identify opportunities for cost reduction and efficiency improvement, and ensure logistics expenses remain within budget.
- Provide regular logistics operational reports to management, including KPI performance, exception analysis, and improvement measures.
8.System and Tool Optimization:
- Participate in the optimization and upgrading of logistics systems to ensure they support business growth and process improvements.
- Promote the adoption of automation tools to enhance the efficiency of order processing and logistics tracking.
9.Cross-Department Collaboration:
- Collaborate closely with sales, marketing, warehouse, and customer service teams to ensure logistics operations align with business needs.
- Participate in logistics planning for new projects or promotional activities to ensure smooth operations during campaigns.
Key Competencies & Requirements
- Industry Knowledge : Strong understanding of warehousing and logistics processes, WMS system operations, and supply chain management principles.
- Communication Skills : Strong cross-functional collaboration skills to efficiently coordinate between internal departments and warehouse teams.
- Problem-Solving : Ability to respond quickly and leverage data analysis to handle on-site operational issues independently.
- Responsibility & Accountability : Highly committed to inventory accuracy, operational efficiency, and customer satisfaction.
Work Place： North America
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