Responsible to assist the first line SDO management team and market delivery operations management team by providing logistics support at the market level for fleet, third party and small parcel carriers by researching, resolving, and communicating fulfillment and delivery issues on customer orders to the appropriate contacts at the Contract and .
CA call centres (and in Alpha, Sales force and Sunrise). Provide operational focus and functional coordination between the markets and call centres.
Provide data analysis and auditing functions on market delivery data and invoicing. Work is performed under the direction of the Delivery Manager / Supervisor.
Primary Duties and Responsibilities
Resolve call centre and internal / external customer inquiries within specified SLA’s
Update open urgent log and Salesforce cases in Sunrise and Alpha systems for fleet, third party courier partners and small parcel carriers
Serve as conduit for time sensitive requests coordinating resolution from required supply chain teams
Coordinate same day second attempt redeliveries
Assist drivers with customer pre-delivery calls and other on road support requests
Call drivers daily at specified time to obtain route completion updates and coordinate requests for any over-time with transportation supervisors
Maintain local delivery related files and archives (POD, vehicle inspection reports, truck files, customer door knockers, etc.)
Conduct driver check in to insure accurate reporting of RDL’s and non-deliveries.
Act as point person for end of day data collection from driver teams (including postal updates, delivery time window changes, address updates, toner counts, etc.).
Create daily over short and damaged report and email to appropriate contacts.
Create daily end of day driver check in report (exception report) and email to appropriate contacts.
Complete daily level of service report for in house fleet and all outside carriers, and email to appropriate contacts.
Research and track cargo losses for fleet, third party courier partners and small parcel carriers
Participate in cargo loss calls for fleet, third party courier partners and small parcel carriers
Process carrier claims for cargo loss on courier orders for customers
Data entry of Driver Daily Summary sheets.
Other duties that meet the needs of the business as assigned by the Transportation Manager / Supervisor.
Participate in daily third party and fulfillment center meetings
Act as a point of contact to resolve, assist or escalate third party and small parcel carrier issues
Act as a backup delivery driver as needed
Perform ride / safety checks for fleet as needed
Perform new driver on road training as needed
Make sure all the routes are efficiently scheduled for the following day
Assist fleet delivery location data collection projects
Perform audits on invoice data sets for third party courier partners and small parcel carriers
Identify pricing / spending trends on small parcel carriers and escalate to team
Initiate invoicing disputes for third party courier partners and small parcel carriers
Enter invoicing data into access databases for contract and .ca
Perform data mining functions for delivery network as needed
Arrange LTL shipments for .CA and retail stores
Business Relationships and Interactions
Interacts regularly with Supply Chain associates, Contact Centres, Sales and Transportation leadership
Physical Demands : The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May require physical effort associated with using the computers and supporting the delivery team in Warehouse environments.
The work environment includes the occasional standing, walking, lifting needed to carry out everyday activities. Work Environment The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Tasks do not expose employee to physically unpleasant or hazardous conditions.
Qualifications Skills and Experience
High school education or general education degree (GED) preferred.
Minimum of one (1) year administrative experience preferred.
Previous data entry experience desired.
Ability to work in a fast-paced environment.
Proficient keyboarding and data entry skills, including Microsoft Office.
Strives for excellent customer service.
Excellent verbal and written communication skills.
Good understanding of geographic area.
Professional telephone and email manner.
Analytical and problem-solving skills
Must be a team player
Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship.
If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537.
Staples is an equal opportunity employer and an accommodation will be provided during the hiring process if requested.