About the job

Company Overview

At Nysonian, we exist to build the next generation of global lifestyle brands—brands that inspire how people travel, move, and live. We believe the future belongs to companies that create not just products, but experiences that empower people worldwide.

From luxury travel to fitness and wellness, our portfolio is growing fast:

• NOBL Travel — one of the fastest-growing luggage brands, redefining modern travel with design, durability, and style
  
• FLO Pilates — the world's leading Pilates brand, bringing the practice into homes and wardrobes everywhere
  
• REDGE Fit — a new standard in at-home strength training, making performance accessible to all

Behind these brands is our full-stack D2C platform: manufacturing, distribution, and a growing tech team building the apps and digital infrastructure that power seamless customer experiences.

With $150M+ in annual revenue, 300+ teammates across 6 countries, and 1.3M+ customers worldwide, we've proven what's possible in just a few years. But we're only at the beginning—this is a chance to shape brands that will define the next decade.

Position Overview

This role will report into the Manager – Order Management & Aftersales Services, focusing exclusively on the final delivery phase and carrier management. We are looking for a focused and results-driven Executive – Last Mile Delivery to optimize the final leg of our fulfillment process. This role is responsible for monitoring, managing, and resolving all delivery-in-transit issues to ensure packages reach our global customers quickly and efficiently. The Executive will manage the performance of our last mile carrier network and be the internal expert on all delivery status inquiries.

Key Responsibilities

Carrier Performance & Monitoring

• Daily tracking and monitoring of all shipments post-warehouse handoff, focusing on identifying and proactively addressing delays, exceptions, and potential delivery failures.
• Act as the primary point of contact for routine communication with domestic and international last mile carriers and 3PLs.
• Initiate and track claims with carriers for lost or damaged-in-transit shipments, ensuring resolution within defined SLAs.
• Maintain accurate records of all carrier exceptions, service issues, and corrective actions taken.

Delivery Issue Resolution

• Serve as the subject matter expert for Customer Support teams on complex delivery issues (e.g., incorrect scanning, customs delays, failed delivery attempts).
• Process and execute all delivery trace and investigation requests, driving issues to resolution to minimize customer wait times.
• Implement and manage a standardized process for validating delivery success, handling proof-of-delivery (POD) requests, and resolving 'where is my order' (WISMO) queries.

Data and Optimization

• Regularly pull and analyze carrier performance reports (e.g., On-Time Delivery % and First Attempt Success Rate) to flag areas of concern.
• Identify recurring delivery failure reasons (e.g., specific carrier issues, route gaps) and present findings and recommendations to the Manager.
• Ensure all shipment tracking data flowing to the customer-facing portal is accurate and timely.

Key Requirements

• Bachelor's degree or equivalent experience in Logistics, Supply Chain, or Operations.
• 1–3 years of experience in logistics coordination, parcel delivery operations, or carrier management, preferably within an e-commerce or retail environment.
• Proven experience working directly with national or international 3PLs/delivery carriers.
• Familiarity with tracking platforms, TMS (Transportation Management Systems), or last mile visibility software.
• Strong verbal and written communication skills for managing external carrier relationships.
• Proficient analytical skills to interpret large data sets of shipment tracking information.

Performance Indicators (KPIs)

• On-Time Delivery (OTD) Rate by Carrier.
• Delivery Exception Rate.
• Last Mile Query Resolution TAT (Turnaround Time).
• Percentage Reduction in Delivery-related Customer Support Tickets.