Global Logistics Coordinator

Job Summary: 

The Global Logistics Coordinator is responsible for resolving shipment transportation and delivery issues on a package level. Global Logistics Coordinator stays up to date with internal reporting to ensure smooth and timely delivery of all shipments. In the event the convenient delivery cannot be completed, Coordinators are responsible for investigating root causes and leading in developing new processes, recommendations, identifying new areas of improvements and initiating action plans to reduce customer contacts that are logistics related.  The Global Logistics Coordinator leverages their strong analytical skills and extensive knowledge of company policy as it relates to shipping and export rules and regulations.

Job Expectations: 

• Coordinate with iHerb Customer Service team (and other internal departments) on a daily basis to resolve undeliverable shipments that are lost, damaged, delayed or shipped with incorrect addresses. 

• Filter out inquiries that are non-logistics related and set up Standard Operating Procedure (SOP) with various departments to eliminate similar inquiries being sent to iHerb Logistics. 

• Identify repetitive customer contacts that are logistics related. Instill new processes with iHerb Logistics Specialists to improve efficiency, initiate macros with the iHerb Customer Service department to provide better guidance to the customers and suggest system enhancements to greatly reduce customer contacts.

• Maintain order management discrepancies and communications, both domestic and internationally, as it relates to shipments while facilitating new processes to enhance the efficiency, improve customers’ satisfaction level, and reduce customer contracts.

• Resolve undeliverable shipment discrepancies with the corresponding internal departments to determine and analyze the root cause.

• Develop and execute action plans with iHerb Logistics Specialists to prevent future lost, damaged, delayed, or undeliverable shipments.

• Research lost shipments, broken items, prohibited items, customs rejection shipments and tracking between custom brokers and the company

• Daily follow-up with various logistics vendors to ensure timely process flow including but not limited to ensuring resolution of any shipping related issues

• Perform audit review of logistics processes with the management team when necessary

• Monitor logistics current events and alert the management team when escalation is needed.

•  Attend GL team meetings and organizational initiatives as necessary

• Support special projects when needed as assigned by the management team

• Exercises discretion and independent judgment on routing decisions, freight planning and financial impact.

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Knowledge, Skills and Abilities:

Required:

• Knowledge of customer service principles and practices

• Ability to manage logistics related inquiries

• Familiar with a variety of logistics concepts, practices and procedures 

• Relies on extensive experience and judgment to plan and accomplish goals 

• Ability to perform a variety of tasks simultaneously  

• Possesses good interpersonal and communication skills

• Ability to analyze and evaluate information to select optimal solutions

• Experience in compiling, coding, categorizing, calculating, tabulating, auditing and verifying information and data

• Ability to handle complaints, settling disputes, and resolving grievances and conflicts or otherwise negotiating with others

• Developing specific goals and plans to prioritize, organize and accomplish required tasks

• English must, bilingual preferred

• Experience working in an e-Commerce environment is strongly preferred. 

Equipment Knowledge: 

• Experience with Microsoft Office Suite (Word, Excel, PowerPoint)

• Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred

Experience Requirements:

Generally requires a minimum of two (2) years of related experience.

Education Requirements: 

Bachelor’s Degree preferred, or a combination of education and work experience.

Judgment/Reasoning Ability:  Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy.  Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

Physical Demands:  The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.  While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms.  Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day.  The Team Member may occasionally lift or move office products and supplies up to 25 pounds.  Proper lifting techniques required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:  The noise in the work environment is usually moderate.  Other factors are:

• Hectic, fast-paced with multi-level distractions

• Professional, yet casual work environment

• Office / Warehouse environment

• Ability to work extended hours as required