Key Responsibilities:
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SOP & Process Management
- Review end-to-end operational workflows including receiving, checking, sorting, packing, loading, handover and returns.
- Develop, update and implement operational SOPs covering process, timing, quality and safety requirements.
- Prepare supporting process maps, checklists, forms and training materials.
- Deliver SOP training and monitor compliance through regular operational inspections.
- Continuously improve procedures as business requirements change.
Exception Management
- Establish clear classifications and processes for damaged, missing, incorrect, refused and other exception shipments.
- Manage exception cases from identification through investigation, resolution and closure.
- Monitor resolution timeframes and follow up responsible teams on corrective actions.
- Analyse recurring exception trends and recommend operational improvements.
- Coordinate with customer service, transport and other teams to resolve issues efficiently.
Shipment Tracking & Visibility
- Maintain the completeness, timeliness and accuracy of shipment tracking across the logistics journey.
- Monitor scanning compliance and identify missing or abnormal tracking events.
- Establish operational standards for scanning and tracking requirements.
- Investigate missing scans, skipped milestones and abnormal shipment delays.
- Drive closure of tracking issues and improve shipment visibility.
KPI & Operational Performance
- Develop and monitor operational KPIs covering SOP compliance, exception resolution and tracking performance.
- Produce daily, weekly and monthly operational performance reports.
- Maintain operational dashboards and identify areas requiring improvement.
- Use operational data to support corrective actions and performance discussions.
Team Management
- Manage rostering, attendance, training and performance communication for the operations team.
- Develop capable frontline team members and support succession within the operation.
- Reinforce operational and safety standards across the team.
- Provide hands-on leadership in a fast-paced logistics environment.
Key Requirements:
- 3+ years of logistics operations experience.
- At least 1 year of experience in SOP development, exception management or shipment tracking / trace management.
- Strong ability to independently develop SOPs, process maps and operational checklists.
- Good understanding of warehouse and parcel / freight operational workflows.
- Strong experience investigating operational exceptions and driving issues through to resolution.
- Confident using Excel and PowerPoint; exposure to WMS, TMS or ERP systems would be advantageous.
- Strong people coordination, communication and on-site operational management capability.
- Mandarian suitable for professional workplace communication.
- Experience within a large distribution centre, e-commerce warehouse or cross-border logistics environment would be highly regarded.
- Lean improvement, 6S or project management experience would be advantageous.
Email tammy.chiu@brilliantalent.com.au or contact (+61) 04 6739 700 to discuss this role further.