Logistics Operations Manager Job Description
Responsibilities:
- Pick-up Operations:Develop and implement efficient pick-up routes that consider factors like traffic patterns, merchant locations, and parcel volume.
Negotiate pick-up schedules with merchants to ensure timely and efficient collection.
Monitor driver performance using GPS tracking and ensure adherence to pick-up procedures and safety protocols.
Manage communication between drivers, merchants, and the logistics team regarding pick-up schedules and any potential issues.
- Delivery Operations:Oversee last-mile delivery routes, considering factors like customer locations, delivery time windows, and parcel size/weight.
Implement efficient delivery strategies, such as route optimization software, to minimize delivery times and fuel costs.
Track delivery progress in real-time using GPS technology and address any delivery exceptions promptly.
Manage proof-of-delivery processes to ensure accurate and secure delivery completion.
- Customer Service Management:Lead a team of customer service representatives who handle delivery inquiries and complaints.
Develop and implement customer service protocols to ensure prompt and professional resolution of customer concerns.
Analyze customer feedback to identify trends and areas for improvement in the logistics process.
Escalate unresolved customer issues to the appropriate departments and ensure timely follow-up.
- Performance Management:Set clear performance goals for the logistics team, aligned with company objectives.
Conduct regular performance reviews to provide feedback and coaching to team members.
Implement training programs to improve the skills and knowledge of the logistics team.
Track and analyze key performance indicators (KPIs) such as on-time delivery rates, first attempt delivery success rates, and customer satisfaction scores.
Utilize data analysis to identify areas for improvement and implement process changes to increase efficiency and effectiveness.
Education & Qualifications:
- A bachelor's degree is preferred, but relevant experience in logistics operations management can be a strong substitute.
- Certifications in areas like warehouse management, transportation management, or Six Sigma can be beneficial.
- Experience with logistics management software is a plus, with familiarity with specific software programs used by the company being ideal.
Additional Considerations:
- The ability to handle pressure and work effectively in a fast-paced environment.
- Strong decision-making and problem-solving skills to address unexpected challenges in the logistics process.
- Excellent time management and organizational skills to prioritize tasks and meet deadlines.
- The ability to manage multiple tasks simultaneously and effectively delegate responsibilities to the logistics team.
- A strong understanding of safety regulations in the logistics industry and a commitment to creating a safe working environment.
