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 perform tasks effectively, adhere to schedules, and 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

• Supervise all courier activities to ensure smooth and timely deliveries.
• Monitor delivery progress via tracking systems and adjust routes or resources as needed.
• Resolve operational issues, including delays, route changes, or emergencies.
• Optimize delivery routes to improve efficiency and reduce times.
• Ensure vehicle maintenance and compliance with safety and legal requirements.
• Coordinate with the Warehouse Manager on picking and delivery schedules.
• Resolve delivery queries and check correct loading to prevent damage.
• Manage trucks, drivers, and routes, including scheduling pickups, returns, and re-deliveries.
• Monitor activities and intervene on anomalies throughout the day.
• Address urgent delivery or collection queries and collaborate with Returns/Customer Service teams.

2. Team Supervision

• Assign tasks and distribute workload among couriers.
• Conduct pre-shift briefings and provide ongoing support and guidance.

3. Performance Monitoring and Reporting

• Track courier performance and ensure compliance with standards.
• Prepare shift reports on delivery metrics and issues.
• Escalate recurring challenges to management.
• Supervise and evaluate team members, including coaching and training.
• Manage shifts, attendance, and personnel issues.
• Report on KPIs like delivery times, customer satisfaction, and costs.
• Implement process improvements and utilize technology for route optimization.
• Act as liaison between staff and management, and work with other departments to resolve bottlenecks.
• Provide regular operational reports to senior management.

4. Administrative Duties

• Maintain accurate logs of deliveries, returns, and incidents.
• Coordinate vehicle and equipment maintenance to avoid downtime.

5. Compliance and Safety

• Ensure couriers are equipped with necessary tools and safety gear.
• Ensure operations comply with policies, safety standards, and regulations.
• Implement safety protocols and enforce access control.
• Monitor safety guideline adherence and maintain safe working conditions.
• Comply with legislative requirements related to injuries and safety.
• Attend safety meetings and address outstanding safety issues.
• Manage fleet safety, conduct maintenance checks, and enforce OSHA legislation.

6. Customer Service

• Serve as primary contact for customer inquiries and complaints.
• Resolve delivery issues promptly and professionally.
• Ensure couriers provide courteous service and maintain a professional image.
• Monitor customer feedback for continuous improvement.
• Manage customer expectations and communicate effectively.
• Recognize customer-centric behaviors and promote a professional demeanor.

Qualifications

• Diploma or equivalent; additional qualifications in logistics or management are a plus.
• Proven supervisory experience in courier, logistics, or transportation sectors.
• Knowledge of local geography and delivery routes.
• Flexible to work shifts, including weekends and holidays.
• Strong leadership, problem-solving, communication, and interpersonal skills.
• Proficiency in logistics software and tracking systems.