EC Logistics Analyst

at  UNIQLO

UNIQLO is a leading brand of the Fast Retailing Group, one of the largest apparel retailers in the world. UNIQLO respects the individuality and lifestyle of all customers and takes pride in creating high quality, long-lasting, innovative clothing at an affordable price.
We are currently recruiting for an Ecommerce Logistics (voice of the customer) Analyst, 12 month fix term contract, to sit within the European team, based in our London office. You will be reporting into the Ecommerce Transport Logistics Manager and Working closely with key stakeholders to present trends and root cause analysis.
You will be responsible for analysing the voice of the customer related to Ecommerce customer deliveries. Leveraging data skills and the customer’s voice to improve customer’s Ecommerce experience when it comes to receiving their parcel. Establishing a monitor, reporting and tracking process to effectively manage issue parcels in the network.

What you will be responsible for

• Detailed Weekly VOC check for EC Logistics contacts and analysis
• One by one check of previous week’s top contact drivers in each market, identifying trends and following up with carrier/3PL where necessary.
• Tracking issues for further deep dive and analysis (fraud and carrier trends) and next actions
• Exception Management
• Identifying parcels stalled in the network and follow up with carrier/3PL.’
• LIT (Lost In Transit) Tracking
• Tracking LIT parcels against carrier claims made and carrier refunds.
• Return Tracking
• Identifying delayed returns and chase delivery to warehouse
• Delivery lead time report
• Identifying edge case “late” parcels from report, discovering the root cause and solve with carrier/3PL.
• Carrying out ad-hoc VOC investigation and following up related to customer complaints.
• Conducting ad-hoc carrier and/or warehouse visits to understand their operation and improving their quality.

Skills, Experience and Attributes:

• A passion for our brand and understanding of the retail, ecommerce and general consumer buying behavior.
• Excellent verbal, written and interpersonal communication skills in English.
• Able to effectively work with people at all levels both internally and externally.
• Be accountable for own workload, results driven and meets objectives/KPI.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Knowledge of progress monitoring and reporting.
• Having an analytical approach to problem solving.
• Computer literate in all Microsoft and Google Packages especially Google Sheets, with the ability to learn new skills.
• High levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling skills.

What we can offer you

• 26 days holiday + 8 bank holidays
• Staff Discount 30%
• Private Pension Scheme
• Travel to work loan scheme
• Hybrid working, 2 days from home, 3 days in the office
• Social events throughout the year
• Seasonal Sample Sales
• Volunteer Day – twice a year
• Great Location - Close to transport links, underground Piccadilly and Oxford Street stations. Close by to shops restaurants/bars/cinema and gyms

Please make sure you upload a CV in English
UNIQLO is an inclusive employer and we welcome applications from all profiles, regardless of age, race, gender, sexual orientation, disabilities or background.
We take data protection very seriously and understand the importance of protecting your privacy and Personal Information. For the recruitment process, you can find the applicable privacy policy on our site:
https://www.fastretailing.com/eng/privacy/eurecruitment.html

• Detailed Weekly VOC check for EC Logistics contacts and analysis
• One by one check of previous week’s top contact drivers in each market, identifying trends and following up with carrier/3PL where necessary.
• Tracking issues for further deep dive and analysis (fraud and carrier trends) and next actions
• Exception Management
• Identifying parcels stalled in the network and follow up with carrier/3PL.’
• LIT (Lost In Transit) Tracking
• Tracking LIT parcels against carrier claims made and carrier refunds.
• Return Tracking
• Identifying delayed returns and chase delivery to warehouse
• Delivery lead time report
• Identifying edge case “late” parcels from report, discovering the root cause and solve with carrier/3PL.
• Carrying out ad-hoc VOC investigation and following up related to customer complaints.
• Conducting ad-hoc carrier and/or warehouse visits to understand their operation and improving their quality