To manage the outbound activities, which includes order assembly, checking, dispatch and POD, in a professional, effective and efficient manner to ensure an optimum customer service experience thus increasing company sales, minimizing cost and maximizing revenue.
Job Objectives:
- To ensure that orders are assembled in line with operational SOP’S
- To ensure that orders are checked in line with operational SOP’s
- To ensure that orders are dispatched, as per allocated routes, on time and in full
- To ensure that POD‘s are returned as stipulated by SLA, and updated
- To manage the reverse logistics process by ensuring that pick-ups are done as per SLA’s.
- To ensure that customer queries are authorized/rejected on a daily/weekly/monthly basis and that credit is passed where due
- To Develop customer relationships in order to maximize the customer experience
- To ensure that individual and departmental operational and cost targets are met/adhered to.
- To Ensure that the outbound department comply with Good Wholesale and Distribution practice; adhere to UPD SOP’s Record, rectify and report errors to the Branch Manager
- To ensure that operational cost containment targets and stipulated cut-off time and deadlines are met and complied with.
- To manage the HR management component of the department this will include performance management, talent identification and management, disciplinary action and employee wellness.
- To ensure that department CRM’s are resolved within SLA.
- To ensure that all non-delivered orders are credited where applicable.
- To ensure that all distribution POD reports are completed timeously and shared with the relevant clients.
- To ensure that all POD related exports queries are resolved.
- To ensure that all non-delivered exports orders are destructed and credited accordingly.
- To ensure that all materials handling equipment are accounted for. Chep, Totes and coolers.
- 3PL POD management.
- To ensure that all financial reports are completed as per finance department standards.
- Driver management – Ensuring that all drivers adhere to UPD SOP’s and that all transgressions are recorded and sanctioned accordingly where needed.
- TAPA – to ensure that the department adheres to all TAPA requirements i.e. Vehicle key management.
- Distribution KPI – To ensure that all distribution KPI’s in relation to POD’s are met, weekly KPI meetings where applicable with distribution clients.
- To ensure all liability and claims in the absence of a valid POD are completed.
- Debtors – To ensure that all debtors reports are completed as per debtors departments standards.
