Job Description

Overview Of The Role:
The Home Delivery Manager is responsible for managing and controlling the Last Mile Department, including Merchandise Pick Up, Home Delivery Desk, Back Office, and Loading Bay. This role aims to efficiently organize and manage resources to achieve company objectives with a customer-focused and service-oriented approach. The manager will ensure smooth logistics operations, maintain high customer service standards, and support other departments in achieving organizational goals.
What You Will Do:
Customer Service

• Develop and monitor the customer complaints system and logs to improve overall service.
• Raise the company's visibility of competitors through periodic monitoring of the local market.

Home Delivery Management

• Manage the Home Delivery Area to maximize storage space and delivery time efficiencies.
• Ensure maintenance of essential equipment is performed and equipment is in good working order.
• Direct Customer Service Assistants to achieve deliverables leading to efficient delivery and assembly service.
• Optimize job allocation to minimize lead times and interact with other departments for smooth operations.
• Maintain quality service with external suppliers, including periodic home visits to verify satisfaction.
• Develop and maintain policies for a safe loading bay and desk area environment, including fire safety.
• Safeguard Home Delivery assets and minimize losses due to theft or administrative irregularities.
• Review and monitor daily and monthly KPIs, analyze reports and create actions to achieve goals.
• Take initiatives for better customer experience and ensure cost savings.
• Conduct MIS reporting and troubleshooting.
• Implement last mile operations in new locations as the portfolio grows.
• Coordinate with EIT to implement last mile operation projects and best practices.

Store Support

• Support Duty Management in conjunction with the store management team to ensure adequate support and coverage for co-workers and customers.

Skills Required