Customer Delivery Operations Analyst at Floor and Decor Outlets of America in Atlanta, GA

Job description

• The Customer Delivery Operations Analyst will support and optimize various Customer Delivery program components, including Local, LTL (Less Than Truckload), and Same-Day services. This position will assist in managing the carrier base by monitoring Service Level Agreements (SLAs) and helping with daily operations. The role is essential for contributing to the overall success of the Customer Delivery program by promoting operational efficiency, customer satisfaction, and organizational growth.

Responsibilities

• Supply Chain Management
• Develop, implement, and maintain SLAs and SOPs for carrier operations.
• Provide data for monthly and quarterly reviews to assess carrier performance and identify improvement opportunities.
• Optimize carrier utilization, support with routing, and deployment for operational efficiency.
• Operational Excellence
• Act as a liaison between warehouses, stores, e-commerce platforms, and carriers to resolve delivery challenges effectively.
• Understanding the claims process, including investigating and resolving delivery-related claims and ensuring timely communication with all stakeholders.
• Identify and implement process improvements to enhance delivery efficiency and customer satisfaction.
• Analyze market volumes and recommend equipment needs, providing financial data.
• Implement and train internal teams and carrier partners to elevate operational standards.
• Utilize analytical skills to evaluate financial data and support the organization in making informed decisions that align with customer expectations.
• Data and Reporting
• Develop and maintain reporting tools to track KPIs and identify trends in delivery performance.
• Provide actionable insights to leadership to drive strategic decision-making.
• Build and deliver reports and dashboards to monitor operational metrics and carrier compliance.
• Collaboration
• Work cross-functionally with Store Operations and carriers to ensure seamless delivery execution.
• Take initiative in identifying opportunities for improvement and support projects that positively impact delivery performance.

Requirements

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Minimum of three years of experience in logistics, supply chain, or operations management.
• Proven problem-solving and team-building skills.
• Advanced skills in Microsoft Office Suite, including Excel and data analysis tools.
• Demonstrate understanding of logistics processes and supply chain principles.
• Strong organizational and customer service skills.
• Ability to multi-task, meet deadlines and maintain attention to detail in a fast-paced environment.
• Experience creating and maintaining KPIs and operational reporting.

Skills

Required

• Problem-solving
• Team-building
• Organizational skills
• Customer service
• Multi-tasking
• Attention to detail
• Microsoft Office Suite
• Excel
• Data analysis tools
• KPI creation and maintenance
• Operational reporting

Benefits

• Bonus opportunities & career advancement opportunities at every level
• Programs that help you reach your financial goals: 401k with company match, Employee Stock Purchase Plan, and Referral Bonus Program
• Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria)
• Paid vacation and sick time for eligible associates
• Paid holidays plus a personal holiday
• Paid Volunteer Time Off that starts on Day 1