Last Mile Analyst
About the Role
The Last Mile Analyst role is a key part of the Last Mile Fulfillment team here at Peloton. The role will encompass interfacing with our various 3rd Party Logistics providers to ensure all our members have a seamless white glove delivery experience from start to finish. Expectations are that the candidate will be a key part of front-line support working with our member experience team and leading the charge in escalation resolution for our ticket queue. Key parts of the position will be delivery issue diagnosis and resolution, analysis and compilation of customer service results as well as driving continuous improvement across our various service providers working hand in hand with the Last Mile - Performance team.
Candidate will be an integral part of achieving the Last Mile Fulfillment team’s goal of perfect customer satisfaction through “Proper Peloton Delivery”.
Responsibilities
- Become a “subject matter expert” on both assembly and troubleshooting for all finished goods (Bike, Tread etc.)
- Assume front line support lead to our Member Experience team on escalations and other troubleshooting issues
- Improve cross-functional communication with our 3PLs to support our continued business growth through new processes and SOPs
- Identify gaps & opportunities for improving our overall last-mile delivery process
- Work closely with the Logistics team to monitor stock levels and inventory issues (if/when they occur) to root cause discrepancies with our warehousing locations
- Support in data analysis on inbound ticket classification, resolution timelines and other KPIs
- Assist Senior Manager – Last Mile in data analysis projects and initiatives support our overall network growth strategy
Qualifications
- 0-3 years’ experience in supply chain/logistics
- Degree in supply chain management preferred
- Experience in large data set analytics and presentation creation
- Desire to work in a fast-paced environment with emphasis always on superior customer satisfaction
- Strong, verbal communication & cross functional coordination skills
- Demonstrated ability to manage multiple priorities while meeting deadlines
- Meticulous attention to detail and extremely well organized
- Previous start-up experience is a plus
- Advanced Microsoft Excel knowledge required