The scoreboard, honestly: the hard targets, how often each one is actually looked at,
and the quiet human signals that never make it onto a dashboard.
On-Time Pickup & Delivery (OTD)
This is about ensuring shipments are picked up from suppliers and delivered to our warehouses or customers exactly when they're supposed to be.
Target · Consistently 95% or higher for your assigned shipments.If you manage 100 shipments in a month, at least 95 of them should hit their scheduled pickup and delivery dates. Missing one or two is okay, but more than that means we need to dig into why.
Documentation Accuracy
Making sure all your shipping documents—like Bills of Lading, commercial invoices, and customs declarations—are spot on, without errors.
Target · Less than 1% error rate on all documents processed.If you process 50 sets of documents, you should have no more than one minor error (e.g., a typo) and zero critical errors (e.g., incorrect Incoterm or HTS code) in a month. Customs don't mess around with mistakes.
Freight Cost Variance (per shipment)
This metric tracks how much the actual cost of a shipment deviates from the planned or quoted cost. It's about avoiding those nasty 'accessorial charges'.
Target · Average variance of less than 2% per shipment.If a shipment was quoted at £1,000, the final invoice should be no more than £1,020. If you're consistently seeing £1,100 or £1,200, we need to figure out why those extra costs are creeping in.
Exception Resolution Time
How quickly you identify and resolve issues like customs holds, carrier delays, or damaged goods. It's about getting things back on track fast.
Target · Resolve 80% of routine exceptions within 24 hours of identification.A customs hold on a shipment is flagged at 9 AM. By 9 AM the next day, you've identified the issue, contacted the broker, and provided the necessary paperwork or instructions to get it moving again.
Proactive Communication
You don't wait for someone to ask for an update; you're ahead of the curve, flagging potential delays or issues to relevant teams before they become problems.
- Internal stakeholders (Sales, Warehouse) regularly comment on how well-informed they are. You're sending out 'heads up' emails about potential delays, not 'it's already late' emails. You're seen as the reliable source of truth for shipment statuses.
Problem-Solving Tenacity
When a shipment hits a snag, you don't just report the problem; you actively dig in, make the calls, and find solutions. You're not easily deterred by initial 'no's'.
- You present solutions, not just problems, to your manager. You've successfully navigated a tricky customs issue or convinced a carrier to prioritise a critical shipment. Colleagues see you as someone who gets things unstuck.
Process Adherence & Improvement Ideas
You stick to our established processes for bookings and documentation, but you're also thinking about how we can make them better, spotting inefficiencies.
- Your work consistently follows SOPs. You bring forward suggestions for minor tweaks to booking forms or communication templates that save time or reduce errors. You're not just following the rules, you're helping refine them.