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, 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.

Responsibilities

1. Shift Operations Management
2. Supervise all courier activities to ensure smooth and timely deliveries.
3. Monitor the progress of deliveries via tracking systems and adjust routes or resources as needed.
4. Address and resolve operational issues, including delivery delays, route changes, or emergencies.
5. Monitor and optimize delivery routes to improve efficiency and reduce delivery times.
6. Ensure all vehicles are properly maintained and meet safety and legal requirements.
7. Coordinate with the Inbound/Warehouse Manager for timely execution of picking according to planned deliveries and collections.
8. Resolve delivery queries and check that the correct loading of goods takes place to prevent damage.
9. Manage the allocation of trucks, drivers, and routes for delivery.
10. Schedule and manage pick-ups, returns, re-deliveries, and collections, addressing any anomalies throughout the day.
11. Collaborate with Returns/Complaints departments on pick-ups, swap-outs, and re-deliveries.
12. Team Supervision
13. Assign tasks to couriers and ensure proper workload distribution.
14. Conduct pre-shift briefings and provide ongoing support and guidance during shifts.
15. Performance Monitoring and Reporting
16. Track and evaluate courier performance, ensuring compliance with standards.
17. Prepare shift reports on delivery metrics, issues, and feedback.
18. Identify recurring challenges and escalate to the Operations Manager.
19. Conduct performance evaluations, coaching, and training.
20. Manage shift scheduling, attendance, and personnel matters.
21. Report on KPIs such as delivery times, customer satisfaction, and costs.
22. Implement process improvements and utilize technology for route optimization.
23. Act as liaison between courier staff and management, ensuring clear communication.
24. Coordinate with other departments to resolve operational bottlenecks.
25. Prepare regular reports for senior management.
26. Administrative Duties
27. Maintain accurate logs of deliveries, returns, and incidents.
28. Coordinate vehicle and equipment maintenance to avoid downtime.
29. Compliance and Safety
30. Ensure couriers are equipped with necessary tools and safety gear.
31. Ensure operations comply with policies, safety standards, and regulations.
32. Enforce safety protocols and monitor compliance with safety guidelines.
33. Manage access control to restricted areas and ensure safe working conditions.
34. Oversee fleet safety, maintenance, and compliance with OHSA legislation.
35. Complete necessary safety and maintenance checklists.
36. Customer Service
37. Act as the primary contact for customer inquiries and complaints.
38. Resolve delivery issues promptly and professionally.
39. Ensure couriers provide courteous and professional service.
40. Monitor customer feedback for continuous improvement.
41. Maintain a professional appearance and behavior when dealing with customers.
42. Manage customer expectations and communicate effectively.
43. Promote a customer-centric approach within the team.
44. Qualifications and Skills
45. Strong leadership and team management skills.
46. Exceptional problem-solving and decision-making abilities.
47. Ability to multitask and adapt in a fast-paced environment.
48. Excellent communication and interpersonal skills.
49. Proficiency in logistics software and tracking systems.
50. Diploma or equivalent; additional qualifications in logistics or management are a plus.
51. Proven supervisory experience in courier, logistics, or transportation industries.
52. Knowledge of local geography and delivery routes.
53. Flexibility to work shifts, including weekends and holidays.