3PL Quality Agent

il y a 5 jours

Paris, Île-de-France Cainiao Group Temps plein

Mission

As a Quality Agent, you will be responsible for monitoring and improving the performance of our third-party logistics (3PL) partners at the parcel level. Your mission is to ensure the highest standards of service quality, on-time delivery, and customer experience across our last-mile network in France.

Key Responsibilities

  • Monitor 3PL operational performance daily at the parcel level (e.g., delivery success rate, delays, failed attempts, scan compliance, customer feedback).

  • Analyze KPIs related to delivery time, first-time delivery success, customer satisfaction, and exception handling.

  • Identify root causes of quality issues (e.g., address errors, carrier misrouting, poor customer communication) and drive corrective actions with 3PL partners.

  • Lead weekly performance review meetings with 3PL representatives and internal operations teams to share insights, track progress, and align on improvement plans.

  • Produce and present clear, actionable dashboards and reports highlighting trends, risks, and opportunities for service enhancement.

  • Act as the main quality liaison between internal stakeholders (KA, Operations, Tech) and external 3PL providers.

Job Requirement

  1. Master Degree in Supply Chain, Logistics, Transportation

  2. Key soft / hard skills : communication, coordination, data driven, pack office

  3. Languages : French, English and Mandarin a plus

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