Introduction
This role is focused on streamlining the complete order cycle and ensuring efficient service delivery to our customers. A key responsibility is managing the final stage of operations by actively tracking delivery routes and taking real-time action to ensure execution of the daily operational plan. Additionally, the role involves outbound communication to customers regarding deliveries and resolving inbound customer queries—providing exceptional service to our Famous Brands franchise network.
Key Responsibilities
Logistics Execution:
- Oversee and expedite the execution of scheduled delivery plans
- Ensure timely delivery and completion of all associated logistics activities
- Track vehicles in real-time and monitor delivery execution
Operational Monitoring & Communication:
- Identify and communicate high-risk delivery areas
- Report vehicle breakdowns to the relevant Distribution Centre (DC) and Fleet Department
- Monitor delivery activity in trade for compliance with planned routes
- Ensure all deliveries are executed using handheld devices and that stop adherence is maintained
- Communicate estimated times of arrival (ETAs) or delays to customers, planners, and DCs
Performance & Process Improvement:
- Provide timely feedback to DCs on delivery execution
- Maintain continuous communication with support teams and DCs to identify areas for improvement
- Resolve and close route notification tickets
- Alert DCs and planners of potential missed deliveries
- Distribute key performance indicators (KPIs) related to process compliance
Reporting & Scheduling:
- Submit daily startup reports and end-of-shift updates
- Support the scheduling and planning of backorders or additional approved orders beyond the primary load
- Allocate and release orders to warehouse teams for execution outside of the main load plan
Customer Communication & Admin:
- Notify customers of short supply or out-of-stock items
- Handle clerical duties and maintain accurate logs and files
- Coordinate updates to master data between planning and execution systems
Master Data Coordination (including but not limited to):
- Fleet and route information
- Store opening/closing times and contact details
- Device connectivity for tracking and communication
Required Experience & Qualifications
- Proficient in Microsoft Office, particularly Excel
- Experience using order and delivery tracking systems
- Minimum 3 years of logistics experience in the FMCG sector
- Background in customer service, telesales, or call center operations
- Familiarity with communication and ERP software
- Certificate or Diploma in Supply Chain or Logistics
Skills & Competencies
- Strong written and verbal communication skills
- High attention to detail and accuracy
- Analytical and mathematical aptitude
- Effective time management and multitasking abilities
- Flexible to work varying shifts and schedules
- Highly organized and self-motivated team player
- Advanced computer proficiency
