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 for the 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 to stock.
9. Manage the allocation of trucks, drivers, and routes for delivery.
10. Manage scheduling of pick-ups, returns, re-deliveries, and collections on the Transport Activity.
11. Handle and resolve unsuccessful pick-ups, returns, and re-deliveries.
12. Monitor activities and intervene on anomalies during the day to address issues.
13. Address queries related to urgent deliveries/collections.
14. Collaborate with Returns/Complaints departments on pick-ups, swap-outs, and re-deliveries.

2. Team Supervision

1. Assign tasks to couriers and ensure proper workload distribution.
2. Conduct pre-shift briefings to communicate objectives and updates.
3. Provide ongoing support and guidance during shifts.

3. Performance Monitoring and Reporting

1. Track and evaluate courier performance to ensure compliance with standards.
2. Prepare and submit shift reports on delivery metrics, issues, and feedback.
3. Identify and escalate recurring operational challenges.
4. Conduct performance evaluations, coaching, and training.
5. Manage shift schedules, attendance, and personnel issues.
6. Track KPIs such as delivery times, customer satisfaction, and costs.
7. Implement process improvements and utilize technology to optimize operations.
8. Act as liaison between courier staff and management, communicating goals and updates.
9. Collaborate with other departments to ensure smooth workflow and resolve bottlenecks.
10. Prepare regular reports for senior management.

4. Administrative Duties

• Maintain logs of deliveries, returns, and incidents.
• Coordinate maintenance of courier vehicles and equipment.

5. Compliance and Safety

1. Ensure couriers are equipped with necessary tools and safety gear.
2. Ensure compliance with policies, safety standards, and regulations.
3. Implement safety protocols to minimize accidents.
4. Enforce access control and monitor safety guideline adherence.
5. Maintain safe working conditions and comply with legislation.
6. Attend safety meetings and address safety concerns.
7. Manage fleet safety and maintenance, including conducting checks and ensuring compliance with OHSA standards.

6. Customer Service

1. Serve as the primary contact for customer inquiries and complaints.
2. Resolve delivery issues promptly and professionally.
3. Ensure couriers provide courteous and professional service.
4. Monitor customer feedback for continuous improvement.
5. Maintain a professional appearance and demeanor when dealing with customers.
6. Handle complaints and escalate as necessary.
7. Recognize and promote customer-centric behaviors.
8. Manage customer expectations and communicate effectively.
9. Demonstrate strong leadership, problem-solving, and communication skills.
10. Proficiency in logistics software and tracking systems.
11. Qualifications include a diploma or equivalent, with additional logistics or management qualifications a plus.
12. Proven supervisory experience in courier, logistics, or transportation industries.
13. Knowledge of local geography and routes.
14. Flexibility to work shifts, including weekends and holidays.