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 responsible for addressing operational issues and maintaining staff motivation during shifts.

Responsibilities

1. Shift Operations Management

• Supervise all courier activities to ensure smooth and timely deliveries.
• Monitor the progress of deliveries via tracking systems and adjust routes or resources as needed.
• Address and resolve operational issues, including delivery delays, route changes, or emergencies.
• Monitor and optimize delivery routes to improve efficiency and reduce delivery times.
• Ensure that all vehicles are properly maintained and meet safety and legal requirements.
• Coordinate with the Inbound/Warehouse Manager for timely execution of picking according to planned deliveries and collections.
• Resolve delivery queries and check that goods are loaded correctly to prevent damage.
• Manage the allocation of trucks, drivers, and routes for delivery.
• Schedule and manage pick-ups, returns, re-deliveries, and collections, resolving any unsuccessful attempts.
• Collaborate with Returns/Complaints departments on related activities.

1. Team Supervision

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

1. Performance Monitoring and Reporting

• Track and evaluate courier performance, ensuring compliance with standards.
• Prepare shift reports and escalate recurring issues.
• Supervise and lead the courier team, conducting evaluations and training.
• Manage scheduling, attendance, and personnel issues.
• Monitor KPIs and implement process improvements.
• Use technology to monitor deliveries and optimize routes.
• Communicate performance goals and updates with staff and other departments.

1. Administrative Duties

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

1. Compliance and Safety

• Ensure all couriers have necessary tools and safety gear.
• Ensure operations comply with policies, safety standards, and regulations.
• Implement safety protocols and monitor adherence.
• Manage fleet safety and maintenance, complying with OHSA legislation.

1. Customer Service

• Act as primary contact for customer inquiries and complaints.
• Resolve issues promptly, ensuring professional and courteous service.
• Monitor customer feedback for continuous improvement.
• Maintain a professional appearance and demeanor when dealing with customers.
• Manage customer expectations and communicate effectively.

Qualifications

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