E-Commerce & Logistics Analyst

https://www.fastretailing.com/employment/en/  

Reporting directly to the Project Manager and Logistics Specialist, the E-Commerce & Logistics Analyst plays a pivotal role within our logistics team. In this position, you will champion the voice of the customer by analyzing feedback and delivery data to uncover trends, identify pain points, and recommend solutions that enhance the e-commerce delivery experience. Your expertise will be essential in developing and implementing robust processes to monitor, report, and track issue parcels across our logistics network. You will also leverage your strong analytical skills and customer-centric mindset to inform decisions, collaborate closely with cross-functional stakeholders, and deliver actionable insights that drive continuous improvement and operational excellence. 

• →Conduct detailed weekly Voice of the Customer (VOC) reviews for E-Commerce Logistics, including comprehensive analysis of customer contacts and feedback. 

• →Perform weekly reviews of top contact drivers in each market, identify trends, and follow up with carriers or third-party logistics providers (3PL) as needed. 

• →Track and analyze recurring issues, including fraud and carrier trends, and determine appropriate next steps for resolution. 

• →Manage exception cases by identifying parcels stalled within the network and coordinating with carriers or 3PLs to resolve delivery issues. 

• →Oversee Lost In Transit (LIT) tracking, monitor LIT parcels in relation to carrier claims, and ensure appropriate refunds are processed. 

• →Monitor and track return shipments, identifying delayed returns and expediting delivery to the warehouse. 

• →Produce delivery lead time reports, investigating edge case “late” parcels, determining root causes, and resolving issues in collaboration with carriers or 3PLs. 

• →Carry out ad-hoc VOC investigations and follow up on customer complaints to ensure timely resolution. 

• →Conduct ad-hoc visits to carrier and/or warehouse operations to gain insights and recommend quality improvements. 

• Bachelor’s degree in Business, Communications, Mathematics, or a related field. 

• 2-4 years of experience in e-commerce, customer insights, logistics/operations analytics, business analytics, or a related field. 

• A passion for our brand, with a strong understanding of retail, e-commerce, and general consumer buying behavior. 

• Excellent verbal, written, and interpersonal communication skills in English. 

• Ability to collaborate effectively with colleagues and external partners at all levels. 

• Accountability for managing your own workload, with a results-driven mindset and a track record of meeting objectives and KPIs. 

• Strong multitasking skills and the ability to thrive in a fast-paced, team-oriented environment. 

• Experience with progress monitoring and reporting. 

• An analytical approach to problem-solving. 

• Proficiency in Microsoft Office and Google Workspace, especially Google Sheets, with a willingness to learn new digital tools and skills. 

• High levels of numeracy, accuracy, and attention to detail, along with excellent grammar and spelling.