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.
Order Picking Accuracy
The percentage of international orders picked from the warehouse without any errors (wrong item, wrong quantity).
Target · >99.5%If we ship 200 international orders in a week, you'd aim for no more than one or two errors. Getting it wrong means a customer gets the wrong product, which is a nightmare to fix internationally.
On-Time Shipment Processing
The percentage of international orders that are fully processed and ready for carrier collection within our agreed-upon internal timeframe (typically 24 hours from order receipt).
Target · 98% of orders processed within 24 hoursIf 100 orders come in today, 98 of them should be packed, labelled, and have all documents ready for the carrier by tomorrow's cut-off. Missing this means delays, plain and simple.
Documentation Error Rate
The percentage of international shipments where critical documents (Commercial Invoice, Packing List, Bill of Lading, etc.) contain errors that could cause customs delays or fines.
Target · <1%Out of 50 international shipments, you'd aim for zero errors. One typo on an HS code or a wrong weight on a commercial invoice can hold up a £100,000 shipment for days at customs, costing us a fortune.
Customs Clearance Success Rate
The percentage of international shipments that clear customs without significant delays (more than 24 hours) due to documentation issues or incorrect classification.
Target · >95%If you send 40 shipments, we'd expect no more than two to get held up for reasons you could have prevented. This shows you're getting the paperwork right the first time.
Proactive Communication on Delays
How effectively and quickly you communicate potential or actual international shipment delays to relevant internal and external parties.
- Sales team members tell us you've already given them a heads-up before they even ask. You've got a clear email trail of notifications to carriers and customers. You're not waiting for someone to chase you for an update.
Problem Resolution Effectiveness
Your ability to calmly and methodically resolve unexpected issues with international shipments (e.g., customs holds, damaged goods, carrier errors).
- You present solutions, not just problems, when issues arise. Your manager doesn't need to step in often. You're able to get a clear resolution from external partners and communicate it clearly.
Adherence to Trade Compliance Procedures
Your consistent application of our internal processes and external regulations for international trade, minimising risk.
- During internal audits, your shipment files are complete and accurate. You can explain why certain Incoterms were chosen or how a product was classified. There are no surprise customs fines or penalties linked to your shipments.
WMS Data Accuracy
How well you maintain accurate inventory records and transaction data within the Warehouse Management System for international movements.
- Cycle count variances for items you've handled are consistently low. There are few discrepancies between physical stock and what the WMS says we have. Other teams trust the data you've entered.