Delivery Manager

Provide coordination for delivery activities, management of the call center and ensure operational and customer service excellence based on established standards of performance.

Key Responsibilities and Accountabilities:

• Establish and manage routes efficiently to ensure delivery standards are maintained.
• Review customer orders and plan and coordinate delivery activities
• Build positive and productive working relationships with customers for business growth.
• Oversee daily activities of delivery team and provide direction and guidance as needed.
• Establish and manage rosters/schedules for team members.
• Develop and measure and report on call center metrics and delivery team performance.
• Monitor and report on annual budget for the department as required.
• Analyze, troubleshoot, report and resolve customer service queries and complaints in a timely fashion.
• Manage the Delivery database and software platform.
• Engage new and potential customers for increased delivery business and routes.
• Monitor and ensure company policies compliance of team members.
• Evaluate the performance of team members and determine training needs.
• Serve as primary contact for customer inquiries and concerns.
• Analyze customer orders, set delivery priorities and make schedule adjustments to meet timely delivery goals.
• Develop process improvements to achieve cost effectiveness and time saving.
• Make critical business decisions to meet customer expectations.
• Develop scope and budget for delivery projects as required.
• Report delivery status to customers and develop required delivery documentations.
• Perform other related duties as required by the job function
• Ensure 100% compliance of Human Resources Policies and Procedures
• Ensure 100% compliance with HSE guidelines and processes.
• Assist in other areas of work based on the needs of the department and any other area as necessary in support of Company activities.
• Report and address customer complaints

Requirements:

• Team player
• Good interpersonal and effective communication skills
• Valid Driver’s Permit
• Advanced Change Management
• Results – driven
• Analytical and Data-driven
• Customer focused.
• Financial Acumen.

Qualifications & Experience:

• BSc in Business Management or related field
• 2 years’ experience in a similar position.
• Intermediate Computer literate – Microsoft Office
• ICT Knowledge