Senior US Logistics Operations Specialist

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior US Logistics Operations Specialist based in the United States.** This role sits at the heart of logistics operations supporting high-volume delivery, return, and replacement activity across the US and Canada. You’ll independently manage complex customer and operational cases, ensuring orders move efficiently from scheduling through final delivery or return. The position requires close coordination with Customer Experience, Supply Planning, Warehousing, logistics partners, and external carriers to resolve exceptions quickly and accurately. You’ll combine customer service, operational problem-solving, data analysis, and logistics coordination to minimize friction and protect service quality. A key part of the role is proactively identifying recurring issues, investigating root causes, and helping implement practical improvements to logistics workflows. You’ll also contribute to partner performance management and maintain accurate operational data across outbound and reverse logistics processes. This is a fully remote, contract opportunity suited to an organized and analytical logistics professional comfortable working independently on a permanent overnight schedule. ### Accountabilities: - Own returns and replacement operations end to end, coordinating with internal teams, warehouses, carriers, and other logistics partners to ensure timely and accurate resolution. - Manage outbound order workflows from scheduling through delivery, proactively identifying orders at risk of delays or scheduling issues and taking corrective action to recover them. - Coordinate special delivery arrangements and resolve delivery exceptions, delays, failed deliveries, and other operational challenges in partnership with carriers and internal stakeholders. - Respond to delivery, return, and replacement inquiries through phone, email, and ticketing systems, including escalations from Customer Experience teams and direct customer interactions. - Manage return transportation workflows, including carrier pickup scheduling, return shipment tracking, and confirmation of warehouse receipt in coordination with warehouse and inventory teams. - Monitor recurring operational issues and exceptions, investigate root causes, and support corrective and preventive actions that improve reliability and efficiency. - Coordinate with logistics providers and contribute to monitoring and improving external partner performance. - Analyze operational reports and data to identify service gaps, inefficiencies, recurring issues, and opportunities for process improvement. - Maintain accurate and timely records across outbound, return, and replacement workflows, ensuring operational systems contain complete and up-to-date information. - Monitor and resolve weekend tickets promptly, maintaining service continuity and ensuring no operational backlog carries into the following week. - Participate in continuous improvement initiatives and support additional logistics and operations projects as required. ### Requirements - 3–4 years of professional experience in logistics, operations, supply chain, delivery coordination, or a closely related field. - Strong written and spoken English, with the ability to communicate clearly and professionally with customers, internal stakeholders, and external logistics partners. - Hands-on experience working with external vendors, carriers, third-party logistics providers, or other operational partners, including coordinating deliveries and resolving service issues. - Strong analytical and problem-solving capabilities, with the ability to investigate operational challenges in detail and translate findings into practical and efficient solutions. - Customer-focused mindset with a strong commitment to service quality, responsiveness, and minimizing friction throughout the delivery and returns experience. - Excellent attention to detail and accuracy, particularly when managing high volumes of operational data, customer cases, shipment information, and system records. - Advanced Excel and data-analysis skills, with the ability to use operational data and reporting to identify trends, gaps, and improvement opportunities. - Comfortable working with logistics and operational systems; experience with WMS, TMS, ERP, or comparable platforms is an advantage. - Ability to work independently, prioritize competing tasks, manage high volumes of cases, and maintain consistent performance with minimal supervision. - Experience with returns management, reverse logistics, e-commerce fulfillment, big-and-bulky delivery, or final-mile operations is highly desirable. - Experience contributing to process improvement initiatives within logistics, warehouse, supply chain, or operations environments is a plus. - A bachelor’s degree in Logistics, Supply Chain Management, Business Administration, Operations Management, or a related discipline is preferred; candidates with a relevant diploma and strong practical experience may also be considered. - Prior experience working night shifts and/or in a fully remote environment is advantageous. - Must be comfortable providing permanent overnight coverage for the US and Canada markets on a Thursday–Monday or Friday–Tuesday schedule. ### Benefits - Fully remote work arrangement. - 12-month contract, renewable subject to performance and business requirements. - Fixed overnight schedule supporting the US and Canada markets: 10:00 PM–7:00 AM MYT. - Choice of either a Thursday–Monday or Friday–Tuesday roster, including both weekend days. - Opportunity to work in a high-volume international logistics environment covering outbound delivery, returns, replacements, and final-mile operations. - Broad cross-functional exposure across Customer Experience, Supply Planning, Warehousing, Logistics, Inventory, and external carrier partners. - Opportunity to contribute to process improvement, operational analytics, logistics partner performance, and scalable workflows. - Compensation and any additional contract benefits are determined by the hiring company and will be discussed during the recruitment process.