Global Last Mile Operations Specialist
Job description
About the role
Plaud is seeking a Global Last Mile Operations Specialist to manage and optimize the final stages of product delivery. This role focuses on ensuring efficient order processing, resolving logistics issues, and improving delivery performance for our global operations. You will be instrumental in enhancing our customer experience through streamlined last-mile logistics. In this capacity, you will own the end-to-end integrity of the delivery ecosystem, acting as the central point of control for all outbound movements. You will diagnose systemic failures in the flow of goods and implement procedural fixes that prevent recurrence. The position requires a proactive mindset to anticipate disruptions and mitigate risks before they impact the customer. You will serve as the primary liaison between technology, warehousing, and transportation partners to ensure alignment. Your work will directly influence customer satisfaction and the reliability of our brand promise.
About the role
The Global Last Mile Operations Specialist operates at the nexus of technology, logistics, and customer experience. You will be responsible for the tactical and strategic oversight of the final delivery leg, ensuring that orders move seamlessly from the warehouse to the end customer. This involves a dual focus on execution and improvement: maintaining daily logistics operations while simultaneously analyzing data and processes to drive systemic enhancements. You will enforce standards that guarantee reliability and accuracy while actively searching for opportunities to increase efficiency and reduce costs. This role demands a high level of analytical rigor and operational discipline to safeguard our supply chain integrity.
Key facts
-
Location: Singapore
-
Engagement: Full-time
-
Team: Global Commercial Operation Center
What you'll do
You will be responsible for the end-to-end management of the last-mile delivery process. Your duties will span from system-level order management to procedural optimization and cross-functional collaboration.
- Oversee order management within ERP systems, dispatching orders to logistics partners and resolving any processing errors or data mismatches.
- Improve the logic for matching ERP orders to logistics channels, balancing factors like delivery speed and cost efficiency.
- Monitor real-time last-mile shipments, identifying and resolving exceptions such as delays or lost parcels by coordinating with carriers and customer service.
- Develop and implement standardized procedures for handling common logistics problems like customs issues or delivery failures.
- Generate weekly and monthly reports on logistics exceptions, analyzing root causes for spikes in issues and proposing solutions.
- Track key performance indicators for delivery times and exception rates, initiating corrective actions as needed.
- Collaborate with IT to improve ERP system capabilities and order automation.
- Work with customer service to proactively communicate logistics issues and minimize customer inquiries.
- Partner with overseas warehouse operations to refine outbound processes and reduce upstream logistics problems.
- Audit delivery workflows to ensure compliance with service level agreements and internal quality standards.
- Investigate patterns of failed deliveries to determine whether issues originate from address validation or carrier performance.
- Optimize the routing logic within the system to reduce transit times for high-priority regions.
- Coordinate with finance to reconcile discrepancies in shipping costs versus carrier invoices.
- Facilitate cross-functional reviews to share insights on recurring exceptions and drive long-term process improvements.
Requirements
To succeed in this role, you must possess a specific combination of educational background, technical proficiency, and personal attributes. The position requires a detail-oriented individual who can navigate complex systems and manage multiple stakeholders.
- Bachelor's degree or higher, preferably in Logistics Management, Supply Chain, or a related field.
- At least 2 years of experience in logistics systems operations or exception management.
- Familiarity with the logic of ERP, WMS, or TMS systems.
- Proficient in Excel or SQL for data analysis and identifying problem origins.
- Strong sense of responsibility, ability to manage multiple tasks, and excellent communication skills across departments.
- Experience with international logistics workflows.
- Demonstrated ability to work independently with minimal supervision in a fast-paced environment.
- Capability to interpret complex data sets and translate them into actionable operational steps.
- Willingness to adhere to strict procedural standards while seeking incremental improvements.
- Commitment to maintaining accurate records of all exceptions and resolutions.
- Understanding of the impact of logistics performance on overall business metrics.
Nice to have
- Direct experience managing last-mile logistics for international warehouses, including coordination with carriers like FedEx, UPS, or DHL.
- Deep understanding of international customs clearance processes and reverse logistics for product returns.
Skills & tools
- ERP systems
- WMS systems
- TMS systems
- Excel
- SQL
Practical notes
This is an on-site position in Singapore.