The Role:
Join the Customer Care and Aftersales (CC&A) Logistics team as a Sr. Process Analyst driving quality improvements across the Global Logistics and Containers Organization . As the Logistics Quality Lead your core responsibility is to ensure the team executes against operational quality, material returns, and carrier claims KPIs for all North America shipments. You will manage and direct daily activities, providing hands-on analysis and guidance to achieve and exceed performance metrics. This role requires disciplined execution, continuous monitoring, and quick problem-solving to deliver better customer experiences and meet operational targets.
Key Responsibilities:
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KPI Excellence: Consistently elevate team performance to achieve or surpass all defined quality and claims-related KPIs–including carrier claims recovery rates, claims processing cycle times, and compliance with material return protocols — through proactive management and continuous improvement
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Operational Execution: Lead daily logistics quality operations by assigning, tracking, and closing claims-related tasks to ensure timely and accurate resolution
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Performance Monitoring : Conduct daily, weekly, and monthly reporting to track team performance against established KPIs. Use data-driven analysis to promptly identify gaps and implement corrective actions
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Issue Resolution: Lead prompt and effective resolution of operational challenges by owning complex issues, performing root-cause analysis, and implementing targeted corrective actions to minimize disruption
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Carrier Management : Facilitate performance reviews with carriers, present key metrics, and enforce accountability for claims payments and contractual standards regarding claims payments and performance standards
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Process Improvement: Identify process gaps and lead targeted improvements in collaboration with operations and carrier teams to directly enhance KPI performance
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Executive Communication: Provide timely, data-driven updates on team performance, claims status, and quality metrics to leadership and key stakeholders
Your Skills and Abilities (Required Qualifications)
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5+ years relevant post-graduate work experience in purchasing, supply chain, program/product management, manufacturing, Warehousing/Operations, logistics or product development
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Data Analysis & KPI Tracking: Analyze performance metrics and generate actionable insights using tools like Power BI, Tableau, or Excel
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Skilled in data analysis, insight generation, and KPI tracking
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Demonstrated ability to effectively manage and prioritize workload for a team to achieve execution goals
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Excellent communication skills, both written and oral, for delivering clear direction and performance reports.
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Elevated level of people skills for effective collaboration and team motivation
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Experience in a purposeful, fast-paced operational environment
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Must be willing to travel 10% of the time within North America + International + Overnight as well
What Can Give You a Competitive Edge (Preferred Qualifications):
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Bachelor's degree in Computer Science, Information Systems, Data Science, Business, Supply Chain, Finance, related field
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Customer Care & Aftersales quality or operational experience in a PDC, RDC or PC
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Experience in a team leader or supervisory role focused on execution and KPI attainment
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Direct experience with carrier claims and collections management
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Familiarity with data analytics software such as Power BI
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Experience in the automotive logistics or parts industry
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Experience and understanding of Six Sigma (DMAC)
