Courier Operations Supervisor

We are currently seeking a reliable and experienced Courier Operations Supervisor to join our team. The ideal candidate will be responsible for overseeing the efficient operations of courier services. This role ensures couriers are performing tasks effectively, schedules are adhered to, and all deliveries meet company standards for timeliness and quality. The supervisor is also responsible for addressing operational issues and maintaining staff motivation during shifts.

1. Shift Operations Management

1. Supervise all courier activities to ensure smooth and timely deliveries.
2. Monitor the progress of deliveries via tracking systems and adjust routes or resources as needed.
3. Address and resolve operational issues, including delivery delays, route changes, or emergencies.
4. Monitor and optimize delivery routes to improve efficiency and reduce delivery times.
5. Ensure that all vehicles are properly maintained and meet safety and legal requirements.
6. Monitor and control the flow of stock into and out of outbound cages.
7. Coordinate with the Inbound/Warehouse Manager the timely execution of picking according to planned deliveries and collections.
8. Resolve delivery queries.
9. Check that the correct loading of goods takes place to prevent damage to stock.
10. Manage the allocation of trucks, drivers, and routes for delivery.
11. Manage the scheduling of pick-ups, returns, re-deliveries, and collections on the Transport Activity.
12. Manage and resolve unsuccessful pick-ups, returns, and re-deliveries.
13. Monitor these activities and intervene on any anomalies throughout the course of the day.
14. Address queries relating to urgent deliveries/collections.
15. Collaborate with the Returns/Complaints departments on pick-ups, swap-outs, and re-deliveries.

2. Team Supervision

1. Assign tasks to couriers and ensure proper distribution of workload across the team.
2. Conduct pre-shift briefings to communicate objectives, special instructions, or route updates.
3. Provide ongoing support and guidance to couriers during the shift.

3. Performance Monitoring and Reporting

1. Track and evaluate courier performance, ensuring compliance with company standards.
2. Prepare and submit shift reports detailing delivery metrics, issues resolved, and courier feedback.
3. Identify and escalate recurring operational challenges to the Operations Manager.
4. Supervise and lead a team of couriers, dispatchers, and support staff.
5. Conduct performance evaluations, coaching, and training to improve team skills and efficiency.
6. Schedule shifts, manage attendance, and handle day-to-day personnel management.
7. Track and report on key performance indicators (KPIs), including delivery times, customer satisfaction, and cost efficiency.
8. Implement process improvements to optimize operational performance and reduce costs.
9. Use technology and software solutions to monitor deliveries and optimize routes.
10. Act as the liaison between courier staff and management, communicating performance goals and operational updates.
11. Work closely with other departments (e.g., logistics, customer service) to ensure smooth workflow and resolve any operational bottlenecks.
12. Prepare regular reports for senior management on operational performance and staff productivity.

4. Administrative Duties

1. Maintain accurate logs of deliveries, returns, and incidents during the shift.
2. Coordinate the maintenance of courier vehicles and equipment to avoid operational downtime.

5. Compliance and Safety

1. Ensure all couriers are equipped with the necessary tools and safety gear before commencing their routes.
2. Ensure all operations comply with company policies, safety standards, and regulatory requirements.
3. Implement and enforce safety protocols to minimize accidents and ensure the well-being of all employees.
4. Enforce access control to restricted areas.
5. Monitor compliance with Service Centre operational safety guidelines, policies, and procedures.
6. Maintain safe working conditions.
7. Comply with all legislative requirements relating to any injuries on duty.
8. Attend quarterly Health and Safety meetings with the team and address outstanding items.
9. Manage the safe working condition of the fleet.
10. Conduct checks and monitor the maintenance of the fleet.
11. Comply with and enforce OHSA legislation in the area of responsibility.
12. Complete the necessary checklists relating to the fleet, the building, and equipment within the area of responsibility.

6. Customer Service

1. Act as the primary contact point for customers to address inquiries or complaints.
2. Address and resolve customer complaints and issues related to delivery services.
3. Ensure that couriers provide professional, courteous service to all customers.
4. Monitor customer feedback to implement continuous improvement in operations.
5. Ensure customer satisfaction by resolving delivery issues quickly and professionally.
6. Provide excellent customer service by greeting recipients in a friendly and professional manner, obtaining signatures, and ensuring customer satisfaction.
7. Maintain a professional image by wearing the uniform provided by the company and ensuring that his/her appearance is neat and presentable when dealing with customers.
8. Treat all customers with dignity and respect.
9. Maintain high standards of professionalism in all dealings with customers.
10. Deal effectively with customer complaints and queries and ensure that complaints are resolved or escalated to the Supervisor for resolution.
11. Recognize and celebrate customer-centric behavior within others.
12. Manage customers’ expectations and communicate appropriately.
13. Behave in a customer-centric manner.

Qualifications

1. Strong leadership and team management abilities.
2. Exceptional problem-solving and decision-making skills.
3. Ability to multitask and adapt in a fast-paced environment.
4. Excellent communication and interpersonal skills.
5. Proficiency in logistics software and tracking systems.
6. Diploma or equivalent; additional qualifications in logistics or management are a plus.
7. Proven experience in a supervisory role within courier, logistics, or transportation industries.
8. Knowledge of local geography and delivery routes.
9. Flexibility to work shifts, including weekends and holidays.