Logistics Program Manager, Stock/Tier 1 - Zoro
Company Summary:
Zoro.com is an eCommerce company that sells business supplies, equipment, and tools—but we’re much more than just a website. We’re a team of people who win and lose together (we prefer winning!). Since 2011, Zoro has been working hard to make it easy for our customers to purchase everything they need to make their businesses go. Zoro currently offers 3 million products, fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time, recently surpassing 400 team members and reaching annual revenue of over $500 million. Add to that our award-winning culture—we were named a Great Place to Work for 2019-20, among other accolades—and we think Zoro is a pretty amazing place to work and grow.
Primary Function:
The primary function of this position is to support the execution of Zoro’s Digital Supply Chain Stock Merchandise program. This role is responsible for providing timely response to resolve shipment exceptions and for executing transportation analysis projects across stakeholders and 3PL service providers. These projects will identify performance trends and influence the delivery sound operating results; exceed customer expectations, and balance delivery service levels with logistics costs. The plans will enable us to take advantage of improved service and reduced cost opportunities. This result is achieved by reviewing with the focus of removing inefficiencies and waste.
Duties and Responsibilities:
- Monitor support mailbox and provide timely resolution to customer service, carrier and supplier requests
- Support stock merchandise fulfillment activity
- Develop transportation analysis projects
- Develop, implement and utilize program metrics and measurement tools
- Promote on-time service improvement and cycle time and variation reduction
- Assist in the development of transportation service-level agreements and measurement processes
- Oversee on-time delivery of all stock merchandise and tier 1 orders to ensure compliance with expected delivery dates and order quality; directing resolutions and responding to escalations of daily issues
- Drive continual process improvement and new partnerships to ensure delivery of value to the company while keeping the customer experience at the forefront of all efforts
- Ensure new initiatives take total supply chain costs into account, balancing objectives between the suppliers and relevant internal departments
- Identify areas of opportunity to improve service levels and costs, leveraging automation to effectively streamline order fulfillment and last-mile delivery touch points
- Document processes, policies and procedures to ensure they are being followed in a consistent manner; make recommendations for business process improvements
- Lead audit processes to ensure external partners comply with Zoro standards and agreements; utilizing quarterly scorecards to measure and correct performance
Qualifications:
- Bachelor degree required with an emphasis in a related field; Logistics, Business or Supply Chain Management; 5+ years previous work experience preferred in Supply Chain Functions
- Strong working knowledge of e-commerce business strategies especially best practices for 3rd party order fulfillment and transportation management.
- Demonstrated expertise with leading cross-functional teams and developing strong business partnerships
- Excellent organizational skills, with a focus on driving for results and achievement of program and project objectives
- Excellent oral and written communications with effective meeting facilitation skills, including meetings with senior management
- Intense focus on customer experience and process improvement
- Strong decision making and problem solving skills
- Exceptional communication skills, both verbal and written
- Exposure to SAP, NetSuite and SQL desirable
Final note: We share a commitment to our Zoro values – Win & Lose Together (We prefer winning!), Take Ownership, We Are Transparent, and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. It's a natural extension of our company culture and how we care for each other. We believe when we act in ways that are consistent with these values, we can solve any technical challenge that lies ahead of us. As a Zoro employee, you can expect to work with smart, energetic people, learn something every day, and be valued for your perspective.
Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.