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Peloton // connected indoor fitness cycles
 
New York City    Posted: Friday, August 07, 2020
 
   
 
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JOB DETAILS
 

About the Role

The Last Mile Analyst role is a key part of the Last Mile Fulfillment team here at Peloton. The role will encompass interfacing with our various 3rd Party Logistics providers to ensure all our members have a seamless white glove delivery experience from start to finish. Expectations are that the candidate will be a key part of front-line support working with our member experience team & leading the charge in escalation resolution for our ticket queue. Key parts of the position will be delivery issue diagnosis & resolution, analysis & compilation of customer service results as well as driving continuous improvement across our various service providers working hand in hand with the Last Mile - Performance team. 

Candidate will be an integral part of achieving the Last Mile Fulfillment teams goal of perfect customer satisfaction through Proper Peloton Delivery.

Responsibilities

  • Become a subject matter expert on both assembly & troubleshooting for all finished goods (Bike, Tread etc.)
  • Assume front line support lead to our Member Experience team on escalations & other troubleshooting issues
  • Improve cross-functional communication with our 3PLs to support our continued business growth through new processes & SOPs
  • Identify gaps & opportunities for improving our overall last-mile delivery process
  • Work closely with the Logistics team to monitor stock levels & inventory issues (if/when they occur) to root cause discrepancies with our warehousing locations
  • Support in data analysis on inbound ticket classification, resolution timelines & other KPIs
  • Assist Senior Manager Last Mile in data analysis projects & initiatives support our overall network growth strategy

Qualifications

  • 0-3 years experience in supply chain/logistics
  • Degree in supply chain management preferred
  • Experience in large data set analytics & presentation creation
  • Desire to work in a fast-paced environment with emphasis always on superior customer satisfaction 
  • Strong, verbal communication & cross functional coordination skills
  • Demonstrated ability to manage multiple priorities while meeting deadlines
  • Meticulous attention to detail & extremely well organized
  • Previous start-up experience is a plus
  • Advanced Microsoft Excel knowledge required
 
 
 
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