Fulfillment Operations Analyst

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 90,000 - 140,000; Full time

Job summary

Aotearoa New Zealand Association of Social Workers is seeking a logistics leader to drive standardized, scalable LSP frameworks across NZ and AU, enhancing efficiency and service reliability. You will oversee delivery performance, KPI reporting, transport optimisation and inbound logistics, ensuring cost control and high customer satisfaction.

The role emphasises continuous improvement, risk management, and cross-functional engagement to align logistics with demand planning and operational needs.

Responsibilities

• Own in-market delivery performance across B2B and B2C channels, including on-time delivery reporting and issue resolution.
• Analyse KPI dashboards to identify trends and drive corrective actions for service providers.
• Review and optimise local transportation networks to improve service levels and reduce costs.
• Ensure inbound inventory is receipted accurately and on time, with accountability for DIFOT performance.
• Validate inbound and outbound billing to ensure accuracy and alignment with terms and rates.
• Deliver strategic insights on LSP performance, cost trends, and CI initiatives.
• Analyse regional disruption risks and develop contingency playbooks for resilience.
• Lead resolution of inbound and outbound delivery inquiries, reducing customer impact.
• Oversee reverse logistics with 3PL partners for efficient returns processing.
• Drive continuous improvement initiatives to reduce fulfilment costs and improve OTIF.
• Provide logistics support to in-market Account Managers and Customer Service teams.
• Collaborate with Customer Service and Planning teams to align logistics with demand.

Job description

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

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

Transport Optimisation

Review and optimise 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