Global Logistics Team Lead

About this role

For A Better You

At iHerb, we believe that living a healthy and balanced life should be easy and accessible to everyone. As a team member, we’ll empower you to live this promise each day as you make a truly global impact in your career. 

We constantly strive for innovation, while transforming and improving the online shopping experience for our customers. We believe that individually we are incredible, but when we come together, our growth is infinite. In an industry that is constantly evolving, we are on a mission to make an impact on the global market, and the individual and collaborative efforts of our people are paramount to helping us succeed.

Whether you work in one of our logistics centers, technology hubs, corporate offices or even from home, your role at iHerb will take you beyond what’s expected, turning challenge into change. If you're ready for it, we want you to join our team. Get started now.

Job Summary:  The Global Logistics Team Lead - US partners with the Global Logistics management to lead execution and strategy across the U.S. and Canada carrier network. This position leads the U.S. Logistics team to continuously improve the carrier portfolio by developing and improving delivery solutions for outbound direct-to-consumer delivery solutions in the US and Canada market. This position also acts as the key liaison with transportation vendors as well as collaborating with cross-functional teams to drive further logistics efficiencies and delivery related experience.   Job Expectations: • Lead the development of cost- efficient, competitive and customer experience-focused shipping solutions that balance customer experience, cost and operational efficiency 

• Own and support continuous improvement of the end-to-end delivery experience, including estimated delivery promise, shipment visibility, predictive modeling for shipment delay and notifications and logistics related experience.

• Develop, refine, and track vendor performance metrics and internal US specific KPIs

• Provide guidance, direction and feedback to Global Logistics team to drive execution excellence and consistent delivery experience improvements

• Lead to drive US delivery projects, risk mitigation, and deliverables

• Oversee training junior team members to ensure consistent understanding of processes, systems, and compliance requirements, etc.

• Serve as subject matter expert demonstrating in-depth knowledge of market, culture, logistics-related regulations and policies, clearance procedures, and carrier capabilities

• Build and maintain strong relationship with vendors to resolve delivery related issues and identify opportunities for projects/initiatives to achieve mutual growth

• Develop new, progressive, and creative delivery programs/products throughout the assigned shipping lane(s)

• Set-up new and continually improve existing processes for the assigned lanes and carriers.

• Perform research, gather, and analyze data for assigned lanes and projects, and translate insights into actionable recommendations

• Actively identify and scope new opportunities to improve how we serve customers and business processes

• Maintain and audit TMS vendor rates and routings, lead times, pick-up times, logos, VAT, tracking mapping, and shipping content

• Proactively investigate beyond surface-level issues to uncover root causes and implement long-term, systemic solutions that prevent recurrence and improve delivery reliability and efficiency.

• Seek improvements in processes between the Global Logistics team and its internal and external partners

• Perform audits, comply with internal compliance process, review logistics processes and support contract process with the Leadership team when needed

• Perform site visit at carrier’s facility and attend in person team meeting when required

• Support assigned projects when needed

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Knowledge, Skills and Abilities:     Required: • Experience in enhancing delivery networks for direct to consumer shipping solutions to improve transportation cost, speed, and customer experience 

• Experience working in an e-Commerce environment and deep understanding of the D2C (Direct-to-Consumer) landscape 

• Proven track record in complex carrier negotiations including contract review 

• Applies sound judgment and experience to plan and execute effectively, balancing cost, speed, and customer experience trade-offs.

• Ability to partner with cross-functional stakeholders to design and implement new analytical models and tools, enabling data-driven decisions and optimize cost, service, and delivery experience

• Strong project management experience including managing complex project goals, providing timely project updates, etc

• Ability to coordinate and guide the work of the team of a geographically distributed team across different time zones while fostering a positive environment for the team members 

• Ability to analyze and evaluate complex information to identify optimal solutions

• Strong vendor management experience to drive success for the end consumer 

• Experience with training and developing team members

• Highly proficient in all Microsoft Office software including Google Docs, Word, PowerPoint, Excel,  etc.

Experience Requirements: Generally requires a minimum of 7+ years of experience in a logistics environment with deep knowledge of transportation economics and supply chain.

Education Requirements:  Bachelor's degree in business or logistics or in a related field required or equivalent work experience.

Judgment/Reasoning Ability :   Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy.  Ability to use judgment and rea

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