What are the responsibilities and job description for the Senior Logistics Specialist position at POP MART?
1.Logistics Operations Management :
Oversee daily logistics operations for online channels (including e-commerce platforms, official websites, and mini-programs) to ensure efficient order processing from receipt to delivery.
Monitor the performance of logistics providers in terms of delivery timeliness, service quality, and cost, regularly evaluating their performance to ensure compliance with company KPIs (e.g., on-time shipment rate, delivery accuracy rate, customer satisfaction).
Develop and optimize logistics processes to improve overall operational efficiency and reduce costs.
2.Order Processing and Tracking :
Supervise the order fulfillment process to ensure orders are picked, packed, and shipped within the promised timeframe.
Track order status in real-time, ensuring accurate updates to logistics information and timely synchronization with customers and internal systems.
Handle exception orders (e.g., delayed shipments, lost packages, damaged goods, returns, and exchanges), coordinating with logistics providers and warehouses to resolve issues promptly and ensure customer satisfaction.
3.Exception Management :
Develop contingency plans and respond quickly to logistics exceptions (e.g., delivery delays, lost parcels, customer complaints) to ensure issues are resolved in the shortest possible time.
Analyze root causes of exception orders and propose improvement measures to prevent recurrence.
Regularly compile exception data and generate analysis reports to support management decision-making.
4.KPI Development and Performance Management :
Define logistics-related KPIs (e.g., order fulfillment rate, on-time delivery rate, return processing time) based on company business objectives, and regularly track performance against these KPIs.
Conduct KPI evaluations of logistics providers to ensure service quality meets company standards, and optimize collaboration strategies based on evaluation results.
Analyze logistics operational data regularly, identify issues, and propose improvement plans to continuously enhance logistics performance.
5.Inventory and Warehouse Coordination :
Collaborate closely with the warehouse team to ensure accurate inventory data and avoid order delays or cancellations due to inventory issues.
Monitor inventory turnover rates, propose optimization suggestions, and ensure inventory levels align with sales demand.
Coordinate the interface between the warehouse and logistics providers to ensure smooth shipping processes.
6.Customer Service Support :
Work with the customer service team to address customer inquiries and complaints related to logistics, providing professional solutions to enhance customer satisfaction.
Conduct regular training for the customer service team to ensure a clear understanding of logistics policies and processes, enabling efficient handling of customer issues.
7.Data Analysis and Reporting :
Regularly analyze logistics data (e.g., transportation costs, delivery timeliness, exception order rates) and generate analysis reports with optimization recommendations.
Monitor logistics costs, identify opportunities for cost reduction and efficiency improvement, and ensure logistics expenses remain within budget.
Provide regular logistics operational reports to management, including KPI performance, exception analysis, and improvement measures.
8.System and Tool Optimization :
Participate in the optimization and upgrading of logistics systems to ensure they support business growth and process improvements.
Promote the adoption of automation tools to enhance the efficiency of order processing and logistics tracking.
9.Cross-Department Collaboration :
Collaborate closely with sales, marketing, warehouse, and customer service teams to ensure logistics operations align with business needs.
Participate in logistics planning for new projects or promotional activities to ensure smooth operations during campaigns.
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