Role Description
Ensure efficient and timely delivery operations and is responsible for coordinating the delivery process between Business Partners (BPs), customers, delivery champions/3PL companies. Monitor orders, resolve any issues, and ensure high service standards while optimizing delivery routes and schedules. Play a key role in maintaining smooth communication between all stakeholders to enhance customer satisfaction and meet delivery targets.
Key Responsibilities
- Oversee and coordinate the end-to-end delivery process, ensuring timely and accurate order fulfillment.
- Monitor and track deliveries in real-time, addressing any delays or issues proactively.
- Communicate with delivery champions/3PLs, Business Partners, & customers to resolve delivery-related concerns.
- Optimize delivery routes and assign orders efficiently to minimize delays and enhance performance.
- Ensure compliance with company delivery policies and quality standards.
- Analyze delivery performance metrics and suggest improvements to enhance efficiency.
- Assist in onboarding and training delivery champions on company policies and best practices.
- Handle delivery champions inquiries and complaints.
- Collaborate with the customer support and operations teams to improve service levels.
- Maintain accurate records of deliveries, partner performance, and operational challenges.
- Define delivery zones and support in scaling the fleet.
- Review the submitted documents from champions for onboarding and approve them.
- Monitor the fleet on daily basis.
- Manage the delivery champions’ support channels.
- Manage the distribution of champions kits and delivery gear to champions.
- Check the pending orders not assigned to champion and assign them manually in the platform.
- Manage peak-hour availability planning
Qualifications
- Experience: 1-3 years in delivery coordination, logistics, or a similar role within the food delivery or e-commerce industry.
- Education: Bachelor’s degree in Business Administration, Logistics, Supply Chain, or a related field (preferred but not mandatory).
- Technology: Familiarity with delivery management software, tracking tools, optimization techniques and proficiency in Microsoft Office and data analysis tools.
- Strong organizational and problem-solving skills with the ability to multitask in a fast-paced environment.
- Excellent communication and customer service skills.
- Ability to work flexible shifts, including weekends and peak hours, as needed.
- Knowledge of local roads, traffic patterns, and delivery zones is an advantage.
- Excellent verbal and written communication skills in English and Arabic.
