Last Mile Operations & Performance Coordinator - Compans - CDD
hace 3 días
Compans
Location: France (Compans) Department: Last Mile Operations / Delivery Performance Employment Type: CDD (1 year) Role Summary We are looking for a data-driven and operationally focused Last Mile Operations & Performance Coordinator to oversee daily delivery execution, monitor service quality, and manage DSP (Delivery Service Provider) performance across France. You will act as the primary operational liaison for DSPs, track critical last-mile metrics (backlog, returns, failure reasons, fake deliveries), and drive continuous improvement through structured weekly quality reporting. This role is pivotal in maintaining high customer satisfaction, operational efficiency, and DSP accountability in a fast-paced cross-border e-commerce logistics environment. Key Responsibilities Daily Operations & Quality Monitoring • Monitor and control daily DSP capacity engagement to ensure timely clearance, routing, and delivery., • Track and manage returns to Hub, oversee next-day integration workflows, and flag lost parcels for inclusion in weekly quality reports., • Analyze delivery failure reasons, coordinate pre-delivery customer calls, and document root causes for quality improvement initiatives., • Detect, investigate, and report fake delivery (FD) incidents, ensuring accurate tracking and escalation., • Compile, analyze, and publish Weekly Quality Reports highlighting operational bottlenecks, DSP performance trends, corrective actions, and KPI compliance., • DSP station visits when necessary DSP Management & Performance Coordination • Serve as the first point of contact (POC) for DSP managers, ensuring clear communication, rapid issue resolution, and operational alignment., • Lead weekly escalation processes for top-offending DSPs, with a focus on fake deliveries, service failures, and SLA breaches., • Support the calculation, validation, and documentation of monthly DSP Bonus/Malus schemes based on agreed performance KPIs., • Provide operational data and analytical support for monthly DSP compensation processes, ensuring accuracy, transparency, and compliance., • Collaborate with Quality, Finance, Customer Experience, and Cainiao Integration teams to align DSP incentives with business objectives and service standards. Qualifications & Requirements • Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field., • 2+ years of experience in last-mile logistics, delivery operations, or DSP performance management (cross-border/e-commerce preferred)., • Familiarity with data analysis tools (Advanced Excel required), • Fluent in French and English (written & spoken), • Strong analytical mindset, attention to detail, and ability to translate operational data into actionable insights., • Excellent stakeholder management and communication skills, with a proactive,solution-oriented approach.
