Customer Delivery Operations Analyst

Floor & Decor; Atlanta (GA); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

401k with company match

Employee Stock Purchase Plan

Medical, Dental, Vision insurance

Job summary

Floor & Decor is seeking a Customer Delivery Operations Analyst to support Local, LTL, and Same-Day services, optimizing carrier operations and SLA adherence. You will help manage the carrier base, monitor performance, and drive efficiency through data analysis and reporting.

This role requires a Bachelor's degree, 3+ years in logistics, strong Excel skills, and the ability to coordinate across warehouses, stores, e-commerce platforms, and carriers to resolve delivery challenges and improve

Qualifications

• Bachelor’s degree or equivalent experience.
• Three years of logistics, supply chain, or operations management.
• Strong problem solving and team-building skills.
• Proficiency in Excel and data analysis.
• Understanding of logistics processes and supply chain principles.
• Strong organizational and customer service skills.
• Ability to multi-task and meet deadlines in a fast-paced environment.
• Experience creating and maintaining KPIs and operational reporting.

Responsibilities

• Develop, implement, and maintain SLAs and SOPs for carrier operations.
• Provide data for monthly and quarterly reviews to assess carrier performance and identify improvement opportunities.
• Optimize carrier utilization, support with routing, and deployment for operational efficiency.
• Act as a liaison between warehouses, stores, e-commerce platforms, and carriers to resolve delivery challenges effectively.
• Understanding the claims process, including investigating and resolving delivery-related claims and ensuring timely communication with all stakeholders.
• Identify and implement process improvements to enhance delivery efficiency and customer satisfaction.
• Analyze market volumes and recommend equipment needs, providing financial data.
• Implement and train internal teams and carrier partners to elevate operational standards.
• Utilize analytical skills to evaluate financial data and support the organization in making informed decisions that align with customer expectations.

Skills

Problem solving

Team building

Organizational skills

Multi-tasking

KPI reporting

Education

Bachelor's degree

Tools

Excel

Data analysis tools

Job description

Purpose

The Customer Delivery Operations Analyst will support and optimize various Customer Delivery program components, including Local, LTL (Less Than Truckload), and Same-Day services. This position will assist in managing the carrier base by monitoring Service Level Agreements (SLAs) and helping with daily operations. The role is essential for contributing to the overall success of the Customer Delivery program by promoting operational efficiency, customer satisfaction, and organizational growth.

Minimum Eligibility Requirements

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Minimum of three years of experience in logistics, supply chain, or operations management.
• Proven problem-solving and team-building skills.
• Advanced skills in Microsoft Office Suite, including Excel and data analysis tools.
• Demonstrate understanding of logistics processes and supply chain principles.
• Strong organizational and customer service skills.
• Ability to multi-task, meet deadlines and maintain attention to detail in a fast-paced environment.
• Experience creating and maintaining KPIs and operational reporting.
  

Essential Job Functions

Supply Chain Management

• Develop, implement, and maintain SLAs and SOPs for carrier operations.
• Provide data for monthly and quarterly reviews to assess carrier performance and identify improvement opportunities.
• Optimize carrier utilization, support with routing, and deployment for operational efficiency.
  

Operational Excellence

• Act as a liaison between warehouses, stores, e-commerce platforms, and carriers to resolve delivery challenges effectively.
• Understanding the claims process, including investigating and resolving delivery-related claims and ensuring timely communication with all stakeholders.
• Identify and implement process improvements to enhance delivery efficiency and customer satisfaction.
• Analyze market volumes and recommend equipment needs, providing financial data.
• Implement and train internal teams and carrier partners to elevate operational standards.
• Utilize analytical skills to evaluate financial data and support the organization in making informed decisions that align with customer expectations.
  

Data and Reporting

• Develop and maintain reporting tools to track KPIs and identify trends in delivery performance.
• Provide actionable insights to leadership to drive strategic decision-making.
• Build and deliver reports and dashboards to monitor operational metrics and carrier compliance.
  

Collaboration

• Work cross-functionally with Store Operations and carriers to ensure seamless delivery execution.
• Take initiative in identifying opportunities for improvement and support projects that positively impact delivery performance.
  

Working Conditions (travel & Environment)

• Limited travel required includes air and car travel.
• Work-from-home availability (Prerequisite of quiet and distraction-free working space; must maintain internet and Wi-Fi access.)
  

Physical/Sensory Requirements

Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

Benefits & Rewards

Bonus opportunities & career advancement opportunities at every level

Programs that help you reach your financial goals: 401k with company match, Employee Stock Purchase Plan, and Referral Bonus Program

Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria)

Work-life Balance, Including

• Paid vacation and sick time for eligible associates
• Paid holidays plus a personal holiday
• Paid Volunteer Time Off that starts on Day 1

Equal Employment Opportunity

Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law.
This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.