Manage the collection and submission of parcel proof of delivery (POD) documentation and address reroute requests so that customer escalations are resolved quickly and accurately. Partner closely with Customer Service to resolve escalated shipment issues and maintain a high standard of service.

Principal Duties & Responsibilities

(Essential functions)

• Retrieve parcel PODs from external carrier systems and submit them through internal Customer Service systems.
• Submit customer-requested address reroutes to carriers.
• Track escalated POD submissions and reroute requests in the internal database.
• Support Customer Service with escalated parcel transportation issues as needed.
• Communicate delivery details to carriers as required to ensure successful delivery.
• Manage shipment exceptions, prioritization, and expedited shipments, including tracking shipments and resolving daily exceptions to meet service goals.
• Perform other duties as assigned.

Qualifications

• 1+ year of experience in logistics, distribution, or supply chain (preferred)
• Working knowledge of SAP, with comfort learning new software
• Strong analytical skills
• Experience managing vendors or carriers (preferred)
• Experience with process improvement and best practices (preferred)
• Self-motivated, with strong organization and follow-up skills
• Excellent written and verbal communication skills
• Sound judgment and the ability to make informed decisions
• Ability to manage multiple tasks simultaneously
• Proficiency in Microsoft Office (advanced Excel and PowerPoint preferred)

Special Position Requirements

• Comfortable communicating by phone with vendors, carriers, and distribution centers
• Maintains a professional image in person, by phone, and in writing
• Flexible with daily task assignments

Working Conditions

• Typical office environment
• Frequent phone and desktop computer use