Reporting to Transport Operations Manager, your main role will be support him driving improvement in 3PL backlog management, Customer Service & Partner Support.
You will be leading the creation of a 3PL operations dashboards to track and monitor all KPIs relevant to Exception Handling Management (3PL backlog accuracy. 3PL status 2nd final exception, 3PL CS performance SLAs, 3PL claims dispute, etc)
You will drive ongoing deep dives on 3PL Exception Handling activities and come up with recommendations on how to optimize current set up.
You will be also responsible for working with other member of the Transport operations department in order to drive end-to-end drive 3PL operations.
You will also lead shop floor 3PL partner reverse customer service audits and incorporate in findings into key actions.
Scope of work
3PL Backlog Management
3PL Status 2nd final exception
BPO CS/PSC governance/ coordination (all 3PLs)
Support claims/ billings processing/dispute
API % manual update (for automation)
Total package lost/ damaged/ breach SLA
3PL invoice billings accuracy (joint KPI with 3PL KAM – billings)
Claims recovery ratio (joint KPI with 3PL KAM – claims)
3PL final status, 2nd final status (%)
Requires strong communication & organization skills
Requires strong analytical skills to be able to efficiently negative control tower topics (monitoring backlog & 3PL end to end performance)
Requires capacity to structure monitoring/ automation tools
Requires very strong controlling mindset (gemba, kaizen) to be able to find improvements & levers opportunities to enhanced current end to end