Overview
This role will focus on providing a reliable, frictionless journey to ship our parcels from our despatch locations to our customers’ homes or out of home locations.
Ensuring our parcels are delivered on time versus the Customer Promise is a key metric, but alongside this is ensuring we do it efficiently in terms of cost and sustainability. This role will need to work closely with the despatch locations to understand their requirements for the week, while working with the Carriers to ensure this is collected and processed in time.
This role will involve managing a wide range of stakeholders varying from digital with propositional improvements to enhance our services available to customers on the website, through to working with Returns to ensure customers are refunded timely when they do return items online.
The purpose of the role is to create a seamless handover from our fulfilment centres to our Carriers and then to our final customers. Ensuring customer orders are delivered on time and meet our Perfect Delivery and Perfect Order criteria.
We recruit people from all types of backgrounds, who share our entrepreneurial, hands-on approach to work. We are committed to creating a full inclusive environment that is representative of our customers and locations. We recognise the value and importance in inclusion and diversity and welcome applications from all candidates, regardless of sex, age, race, religion, disability, neuro-diversity, gender or sexual identity, socio-economic background or education.
What you'll be doing
Key responsibilities include:
1. Accurate trailer planning for all Distribution Centres & Carriers
2. Compliance of sites and Carriers, shipping, processing, and delivering on time
3. Ownership of reporting of KPIs & CSAT
4. Responsible for the Perfect Delivery Metrics
5. Build a relationship with our key partners – Carriers, Carrier Management System providers, Store Ops, Returns team, Customer Service team
This role will report into the Carrier Manager. This role will be based full time in our Stoke Distribution Centres with some travel to Carrier Hubs and other Distribution Centres.
What we'll look for in you
1. Driving licence and a car
2. At least two years of experience working in analytical, planning or operational roles
3. Proven business acumen with a strong analytical grounding and a process improvement mind set
4. Strong Excel skills including experience working with pivot tables, lookup, and decision-making ‘if’ statements. Proven experience of handling multiple datasets within Microsoft Excel
5. Excellent organisation and planning skill, with ability to effectively prioritise your workload and projects accordingly
6. A clear, strong and self-aware communicator with ability to influence others
7. Adaptable and effective decision-making abilities
8. Able to take ownership and responsibility, proactively seeks out solutions and opportunities to improve
9. Meticulous attention to detail
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