Senior Associate – Last Mile - GCC

Responsibilities:

1. Oversee the daily dispatch of customer orders from the fulfilment centre.
2. Coordinate with delivery partners and third-party logistics (3PL) providers to ensure all orders are dispatched on time.
3. Verify the accuracy of dispatch documentation and ensure adherence to dispatch schedules.

Last Mile Delivery Operations:

1. Monitor and optimize last mile delivery routes to reduce delivery times and costs.
2. Track and manage delivery exceptions (e.g., failed deliveries, returns) and ensure timely resolution of issues.
3. Ensure compliance with Service Level Agreements (SLAs) related to delivery timelines, customer satisfaction, and cost.

Performance Tracking & Reporting:

1. Monitor key last mile performance metrics, including on-time delivery rate, first-attempt delivery success rate, and delivery costs.
2. Generate daily, weekly, and monthly reports on dispatch and delivery performance for management review.
3. Identify delivery bottlenecks and implement process improvements.

Delivery Partner & 3PL Management:

1. Build and maintain strong relationships with delivery partners and 3PL providers to ensure high service levels.
2. Monitor the performance of delivery partners and escalate issues related to delayed or poor-quality deliveries.
3. Assist in negotiating contracts and agreements with delivery service providers.

Customer Satisfaction:

1. Respond to escalated customer complaints or issues and implement corrective actions to prevent reoccurrence.
2. Develop initiatives to improve the overall delivery experience and customer satisfaction.

Desired Candidate Profile

Key Skills and Qualifications:

1. Bachelor’s degree in Logistics, Supply Chain Management, or related field (preferred).
2. 2-4 years of experience in ecommerce logistics, dispatch, or last mile operations.
3. Strong knowledge of last mile delivery processes and route optimization.
4. Experience working with delivery partners or 3PL providers.

Key Performance Indicators (KPIs):

1. First-attempt delivery success rate
2. Delivery cost per order
3. Customer satisfaction score (NPS)
4. Reduction in delivery exceptions (e.g., failed deliveries, returns)

Employment Type: Full Time

Company Industry:

• Internet
• E-commerce
• Dotcom

Department / Functional Area:

• Logistics
• Supply Chain

Keywords:

• Dispatch
• Delivery Operations
• 3PL
• Third Party Logistics
• Compliance
• SLA Management
• Performance Tracking
• Customer Satisfaction
• Delivery Partner
• Contract Management
• Agreements
• Ecommerce
• Delivery Cost
• Delivery Timelines
• Last Mile
• Route Optimization