This role is all encompassing involving the management of key accounts, through the client facing side as well as the backend order fulfillment side.
Duties : Arranging and monitoring delivery schedules according to order volumes daily. Secure driver supply, manage driver side commercials and increase vehicle utilisation.
Solving daily delivery issues in a most effective and cost-efficient manner, with prompt resolution of customer complaints.
Identifying viable solutions to optimise logistic services and operational flows.Manage drivers to achieve the highest standard of customer experience and adherence to agreed SOPs and SLAs.
Assist in planning, coordinating and implementing different driver motivation and retention campaigns to improve drivers’ loyalty and lifetime valuePrepare monthly delivery statements and invoices to clients, and handle drivers’ payments.
Gather feedback from drivers and customer operations to share with relevant teams for continuous product and service improvement.
Support the implementation of new SOPs and product enhancements with customers and drivers in conjunction with other stakeholders.