eCommerce Last Mile Specialist

at  Pet Valu

Location: Brampton, Ontario
Job Description:
Job Summary
The eCommerce Last Mile Specialist will play a crucial role in optimizing 3rd party last mile & fulfillment operations to align with Pet Valu’s strategic goals. They will monitor 3PL performance, and drive cost-effective eCommerce fulfillment operations. They will be responsible for Pet Valu’s commitments to service level agreements (SLAs) and efficient cost management. They will troubleshoot day-to-day delivery service quality issues, mis-ships, short ships, package damages, etc. They will also be responsible for eComm Fulfillment Performance reporting and analysis, auditing 3PL metrics, and supporting KPI reports. The candidate must have the ability to problem-solve, work independently both remotely and in the office, as well as cross-functionally, and be driven to continuously improve processes and develop key metrics in eComm logistics.

Essential Duties and Responsibilities:

• Safety – Operate in a way that builds trust with our customers, pets, and ACEs.
• Collaborate closely with our 3PL provider and internal stakeholders to ensure a smooth and efficient delivery of goods through the last mile network.
• Act as a liaison between internal stakeholders and the 3PL provider to address operational and transportation issues.
• Monitor key performance indicators (KPIs) to track 3PL performance and ensure alignment with SLAs.
• Troubleshoot quality issues, mis-ships, short ships, and package damages.
• Compassion – Communicate and act from the heart with genuine care and courtesy.
• Communicate weekly with all appropriate stakeholders on reporting.
• Support the business through ad-hoc queries and analysis as required.
• Lead and participate with cross-functional teams to drive continuous improvement initiatives within 3PL operations.
• Provide analysis to support Pet Valu’s supply chain transformation goals.
• Expertise – Provide knowledge in an understanding and informative way.
• Participate in periodic business reviews with the 3PL provider to assess performance, review key metrics, and identify areas for improvement.
• Analyze eComm Last Mile network to find cost opportunities.
• Analyze budget variances, track expenses, and provide recommendations for freight cost control and reduction.
• Efficiency – Use time and resources responsibly.
• Update and maintain Standard Operating Procedures & Process Maps, as applicable.
• Identify opportunities to enhance processes, reduce costs, and improve overall efficiency of the 3PL, including introducing best practices.
• Vacation / sick time coverage as necessary

• Participate in project work as necessary.

  Skills, Experience, Education, Certifications

• Bachelors’ Degree in related field or equivalent combination of education and experience.

• Minimum of 2 years’ experience in supply chain / logistics /eCommerce fulfillment activities.
• Experience with data analysis, building KPI tools and reporting preferred.
• Experience with WMS, managing 3PL Service providers, network modelling preferred.

Competencies:
Customer Focus
Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Priority Setting
Spends his/her time and the time of others on what’s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.
Time Management
Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
Written Communications
Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
Composure
Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.

Job Evaluation Sub-Factors:

• Skill Factor: Complexity of Decision Making
• Decisions are supported with pre-built tools to help determine best cost and service models. Creation and/or augmentation of tools to review appropriate metrics may be required.
• Skill Factor: Problem Solving
• Collaboration with stakeholders may be required to determine course of action with conflicting priorities (ie. Lower cost vs. delivery experience vs. delivery lead time)
• Responsibility Factor: Impact of Action
• This role will have an impact on the overall eComm fulfillment experience of the DPLs and the costs of eComm deliveries from DCs to Customers’ homes.
• Responsibility Factor: Working Relationships
• This role will work with internal contacts to communicate updates and provide operational support. Also, work with external contacts to validate invoices, quotes and service requirements.
• Responsibility Factor: Leadership
• This role will not have any direct leadership of Pet Valu colleagues but will have minor influence over our freight providers to provide direction as a “customer” when required.
• Responsibility Factor: Accountability for Resources
• This role will have access to & utilization of eComm freight volumes, average freight costs and on-time execution of our third-party service providers.
• Effort Factor: Physical Demands
• Majority of this role will be in an office setting, utilizing computer and phone but apart from scheduled meetings the timelines are fairly open throughout the day to take breaks when required.
• Effort Factor: Sensory Demands
• Active listening during scheduled meetings or conversations about issues or concerns required.
• Working Conditions Factor: Environment
• Office environment may include background noises like other conversations or office equipment in use (printers, phones)

• Safety – Operate in a way that builds trust with our customers, pets, and ACEs.
• Collaborate closely with our 3PL provider and internal stakeholders to ensure a smooth and efficient delivery of goods through the last mile network.
• Act as a liaison between internal stakeholders and the 3PL provider to address operational and transportation issues.
• Monitor key performance indicators (KPIs) to track 3PL performance and ensure alignment with SLAs.
• Troubleshoot quality issues, mis-ships, short ships, and package damages.
• Compassion – Communicate and act from the heart with genuine care and courtesy.
• Communicate weekly with all appropriate stakeholders on reporting.
• Support the business through ad-hoc queries and analysis as required.
• Lead and participate with cross-functional teams to drive continuous improvement initiatives within 3PL operations.
• Provide analysis to support Pet Valu’s supply chain transformation goals.
• Expertise – Provide knowledge in an understanding and informative way.
• Participate in periodic business reviews with the 3PL provider to assess performance, review key metrics, and identify areas for improvement.
• Analyze eComm Last Mile network to find cost opportunities.
• Analyze budget variances, track expenses, and provide recommendations for freight cost control and reduction.
• Efficiency – Use time and resources responsibly.
• Update and maintain Standard Operating Procedures & Process Maps, as applicable.
• Identify opportunities to enhance processes, reduce costs, and improve overall efficiency of the 3PL, including introducing best practices.
• Vacation / sick time coverage as necessary
• Participate in project work as necessary