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.

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 all vehicles are properly maintained and meet safety and legal requirements.
6. Coordinate with the Inbound/Warehouse Manager for timely execution of picking according to planned deliveries and collections.
7. Resolve delivery queries and check that goods are loaded correctly to prevent damage.
8. Manage the allocation of trucks, drivers, and routes for delivery.
9. Oversee scheduling of pick-ups, returns, re-deliveries, and collections, addressing any anomalies throughout the day.
10. Handle queries related to urgent deliveries/collections and collaborate with Returns/Complaints departments on relevant issues.

2. Team Supervision

1. Assign tasks to couriers and ensure proper workload distribution.
2. Conduct pre-shift briefings and provide ongoing support and guidance during shifts.

3. Performance Monitoring and Reporting

1. Track and evaluate courier performance, ensuring compliance with standards.
2. Prepare shift reports on delivery metrics, issues, and feedback.
3. Identify recurring challenges and escalate to the Operations Manager.
4. Supervise and lead courier staff, conducting evaluations, coaching, and training.
5. Manage shift schedules, attendance, and personnel issues.
6. Report on KPIs like delivery times, customer satisfaction, and costs.
7. Implement process improvements and use technology to optimize operations.
8. Act as a liaison between courier staff and management, and coordinate with other departments to ensure smooth workflow.
9. Prepare regular performance reports for senior management.

4. Administrative Duties

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

5. Compliance and Safety

1. Ensure all couriers have necessary tools and safety gear.
2. Ensure operations comply with company policies, safety standards, and regulations.
3. Implement safety protocols and monitor adherence.
4. Enforce access control and safety guidelines, and maintain safe working conditions.
5. Manage fleet safety, conduct maintenance checks, and comply with OHSA legislation.
6. Complete necessary safety and maintenance checklists.

6. Customer Service

1. Act as the primary contact for customer inquiries and complaints.
2. Resolve delivery issues promptly and professionally, ensuring high customer satisfaction.
3. Ensure couriers provide courteous service and maintain a professional appearance.
4. Monitor customer feedback for continuous improvement.
5. Manage customer expectations and communicate effectively.
6. Promote a customer-centric approach and recognize positive behaviors among staff.

Qualifications and Skills

• Strong leadership and team management abilities.
• Excellent problem-solving, decision-making, and communication skills.
• Ability to multitask in a fast-paced environment.
• Proficiency in logistics software and tracking systems.
• Diploma or equivalent; additional qualifications in logistics or management are a plus.
• Proven supervisory experience in courier, logistics, or transportation industries.
• Knowledge of local geography and delivery routes.
• Flexibility to work shifts, including weekends and holidays.