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Direct Fulfillment Analyst

2 weeks ago

Vaughan, Canada The Home Depot Canada Full time

**With a career at The Home Depot, you can be yourself and also be part of something bigger.**

Position Overview:
As a member of the Appliance Deliveries team, Direct Fulfillment Analysts are primarily responsible for performance management of our appliance delivery partners in ensuring best-in-class service and help position Home Depot as a leader in the home delivery business.

Analysts will be responsible for achieving on-time completion rate, quality of service score, as well as cost-per-delivery targets. They will use sound analytical and continuous improvement methodologies to improve upon operational processes in achieving set targets. Analysts may also be required to support delivery partner onboarding and transitions, as well as supporting the rollout of new capabilities and initiatives in the appliance deliveries space
Key Responsibilities:
Carrier Performance Management
- Act as primary point of contact for delivery agent as well as contact center partners
- Host weekly business review meetings with appliance delivery agent partners
- Conduct data analytics to aid performance review discussions with delivery agents
- Support delivery capacity planning conversations

Process Improvement and Change Management
- Host and deliver appliance deliveries SOP training to agent partners on an ad-hoc basis
- Identify process improvement opportunities and recommend solutions
- Develop and manage action plans associated with improvement initiatives
- Support carrier onboarding as well as delivery warehouse transition initiatives

Cross-functional Collaboration
- Facilitate discussions with key business stakeholders such as distribution teams and contact center partners, and provide status updates and reporting

Competencies:

- Customer Focus
- Action Oriented
- Drives Results
- Communicates Effectively
- Collaborates

**Skills**:

- Problem solving and critical thinking
- Interpersonal skills (relationship management)
- Data analysis - MS Excel proficiency required
- Process implementation and change management

Direct Manager/Direct Reports:

- Reports to Manager Direct Fulfillment-Delivery Operations

Travel Requirements:

- Limited business travel

Physical Requirements:

- Extended sitting
- Repetitive tasks

Working Conditions:

- Working in an office setting: computer work, camera on virtual meetings, taking support calls

Minimum Education:

- University degree in engineering, commerce, or a related area of study

Minimum Years of Work Experience:

- 2-4 years of experience in Supply Chain operations preferred

Minimum Leadership Experience:

- Previous leadership experience an asset

Certifications:

- None

Other Requirements/Assets:

- Require proficiency in Microsoft Office Suite (Excel, PowerPoint, Access, Word)
- Knowledge in SQL, Visual Basic, Google BigQuery, Alteryx is considered an asset but not required