Fulfillment Operations Analyst

Summary:

This role is responsible for delivering standardized, resilient, and continuously improving ANZ logistics operations through the development and implementation of scalable LSP frameworks that enhance performance, efficiency and service reliability.

Leads end-to-end logistics operations across NZ and AU, ensuring efficient, scalable fulfilment, cost optimization and enhanced customer experience across B2B and B2C channels.

Key Responsibilities

• Delivery Performance Management Own in-market delivery performance across B2B and B2C channels, including on-time delivery reporting, performance monitoring, and issue resolution, while driving continuous improvement with key logistics partners.

• KPI Reporting Analyze Service Providers performance through KPI dashboards (e.g. click-to-delivery, SLA adherence), identifying trends and driving corrective actions.

• Transport Optimization Review and optimize local transportation networks, implementing improvements to enhance service levels and reduce costs.

• Inbound Logistics Ensure all inbound inventory is receipted accurately and on time, with accountability for inbound DIFOT (Delivery in Full, On Time) performance and reporting.

• Freight Cost Control & Validation Validate inbound & outbound billing to ensure accuracy, cost control, and alignment with agreed commercial terms and rates.

• Performance Insights & Reporting Deliver strategic insights on LSP performance, cost trends, and continuous improvement (CI) initiatives, including identified savings opportunities.

• Risk Management & Contingency Planning Analyse regional disruption risks (e.g. port delays, capacity constraints, demand spikes) and develop contingency playbooks to ensure operational resilience.

• Issue Resolution (Inbound & Outbound) Lead resolution of inbound and outbound delivery enquiries, reducing customer impact and preventing recurrence through root cause analysis.

• Reverse Logistics Management Oversee reverse logistics operations, coordinating with LSPs and 3PL partners to ensure efficient returns processing and cost control.

• Continuous Improvement Leadership Drive continuous improvement initiatives (e.g. lean logistics) to reduce fulfilment costs while improving service metrics such as On-Time-In-Full (OTIF).

• Stakeholder Support & Collaboration Provide logistics support to in-market Account Managers and Customer Service teams, ensuring alignment on service delivery and customer expectations.

• Cross-functional Engagement Partner closely with Customer Service and Business Planning & Operations teams to align logistics execution with demand planning and customer requirements.

• Fulfilment Operations Assisting as and when required for Fulfilment Operations within 3PL & 4PL