North America Logistics Coordinator

The NA Logistics and Dispatch Administration Coordinator will be a customer-oriented, proactive, and self-managed individual, primarily responsible for managing the day-to-day RMA (returns material authorization) advance replacements and returns shipments within the Support Service Logistics function.

This role requires strong customer support experience and the ability to develop and maintain effective relationships across all supply chain organizations, including Logistics, Operations, and Support.

Key Responsibilities

Logistics & Escalation Management:

• Manage day-to-day logistics decisions to ensure partners meet Service Level Agreements (SLA).
• Act as the regional point of contact for Everpure support and key business partners regarding parts and Field Engineer dispatches to customer sites.
• Support the Senior Manager in managing field escalations.
• Engage in daily tactical communication with both external vendors (Logistics Service Providers) and internal customers.
  
  

Problem Solving & Standards:

• Work with multiple stakeholder teams across the Supply Chain to collaboratively solve problems and implement standards.
• Support the Senior Manager in working with vendors to conduct Root Cause Corrective Action for logistics and field issues.
• Document best practices.
  
  

Data Analysis & Reporting:

• Analyze data from various databases (using internal systems, Excel, SQL, and/or other data management systems) and perform necessary reporting and analysis.
• Quickly and efficiently assess the business impact of observed trends and make data-driven decisions.
• Support the Senior Managers with the publication of performance metrics to help drive business results.
  
  

Root Cause Corrective Action (RCCA) Management:

• Drive the RCCA process through weekly and monthly reporting, follow-up, and ensuring timely assignment acknowledgement and completion/closure.
  
  

Manual Dispatch Reporting:

• Maintain weekly and monthly metrics designed to highlight the volume of manual issues and the root causes.
  
  

Process and Tool Expertise:

• Serve as one of the Subject Matter Experts (SME) for dispatch processes and related tools.
  
  

System Implementation Support:

• Aid in the development, testing, and deployment of changes within ServiceNow and SAP that affect Dispatch support operations.
  
  

Policy and Tool Enablement:

• Support the RMA and GSLM teams to ensure clear understanding and adoption of current policies and the tools used to execute them.
• Develop and document new policies and procedures as required.
  
  

General Requirements:

• Work effectively within time constraints to meet critical business needs.
  
  

Requirements

• 3 years of experience in Global Logistics.
• Strong attention to detail.
• Strong analytical skills.
• Manage, prioritize and work well with cross functional organizations.
• Enthusiastic and self-starter, able to multi-task and work independently.
• Flexible working hours for coverage as needed (including weekends)
• Knowledge of Salesforce.com, Service Now, SAP or equivalent enterprise resource planning systems is considered a plus, but not essential.
• Proficient in Google Workspace (Gmail, Docs, Sheets, and Slides)
• Excellent written and verbal communication abilities.
• Use of all Microsoft office products (Excel, Word, PowerPoint).
• US Citizenship required due to contractual and/or regulatory requirements.
  
  

Compensation: $25 - $30.28 per hour

ID: 37241758