Cross Functional Operations Specialist

Exception & Mis-Sort Handling

FiC Support, Exception Handling & Returns Management

• Provide operational support to FiC-related exceptions, ensuring timely identification, triage, and resolution of shipments requiring manual override or intervention. - Manage undeliverable and un-processable returns back to individual shippers, ensuring accurate disposition, routing, and recovery with minimal delay. - Own and drive resolution of shipment exceptions from identification through root cause, including mis-sorts, invalid routing, incomplete shipment data, damaged parcels, failed processing events, and return-related breakdowns. - Investigate beyond the immediate issue to uncover upstream drivers and recommend corrective actions that reduce repeat failures and manual touchpoints. Exception & Mis-Sort Resolution

• Actively identify issues on the floor, not just those assigned through systems or escalations. - Identify, isolate, and resolve shipment mis-sorts across all delivery network lanes, carriers, service levels, and destination paths. - Correct routing and processing errors quickly and ensure shipments are re-injected into the workflow with minimal delay. - Test and implement solutions that reduce recurring exceptions, improve recovery speed, and prevent service disruption. - Partner cross-functionally after validating initial findings and hypotheses, using data and observations to drive action. Automation Rejects & Troubleshooting

• Monitor, prioritize, and process automation rejects including label read failures, dimension/weight mismatches, barcode scan issues, and data validation errors. - Perform first-level troubleshooting on sortation, scanning, and routing automation to restore flow, reducing downstream impact. - Identify recurring reject patterns, investigate likely root causes, and recommend process, tooling, or system improvements that improve reliability. - Partner with Engineering, IT, and Operations teams to resolve persistent failures once initial troubleshooting and issue framing are complete. Origin Processing Center Bottleneck Removal

• Proactively identify and remove daily production bottlenecks within the OPC that delay sortation, exception resolution, returns processing, or outbound movement. - Monitor workflow constraints, queue build-up, and manual touchpoints, implementing immediate countermeasures to protect throughput rates and service commitments. - Identify unassigned work such as staged parcels, backlog areas, unprocessed returns, and unresolved exceptions, and take initiative to resolve workflow. - Drive improvements that will reduce dwell time, eliminate friction in processing, and improve end-to-end operational flow. Quality Assurance & Operational Compliance

• Conduct hands-on QA reviews across inbound, sortation, exception handling, FiC support, and outbound processes to identify breakdowns and improvement opportunities. - Validate label accuracy, shipment data integrity, customs documentation, routing logic, and return disposition accuracy. - Use review findings, floor observations, and exception trends to support continuous improvement initiatives and stronger operational performance. - Communicate risks, recurring patterns, and process improvement opportunities clearly to Operations leadership and cross-functional partners. Routing, Data Accuracy & Process Optimization

• Validate carrier and service routing rules, identifying incorrect logic, configuration gaps, or data defects that may impact processing or delivery. - Identify address, customs, and shipment data issues that could lead to rejects, returns, clearance delays, or service interruptions. - Assist with SOP creation, updates, and training focused on exception reduction, FiC support, and returns management. - Maintain accurate logs, performance metrics, and reporting related to exceptions, rejects, returns, bottlenecks, and QA findings. - Recommend workflow, tooling, and automation improvements that reduce manual touchpoints, improve recovery speed, and enhance processing center productivity. ### Basic Qualifications

• Bilingual in English and Spanish, with the ability to communicate clearly and professionally in both verbal and written settings. - Ability to investigate problems, identify patterns, and drive resolution with limited oversight. - Comfortable working cross-functionally with Operations, Engineering, IT, and support teams. - Strong attention to detail with the ability to balance urgent execution and root cause thinking. - Ability to work on the floor in a hands-on operational role.