Job Summary:
The Customer Service Manager is responsible for ensuring the seamless execution of order processing, dispatch, last-mile delivery, and customer communication. This role oversees the driver team, coordinates with warehouse and inventory departments, manages customer service operations, and ensures that all orders are fulfilled accurately and delivered on time. The position plays a critical role in enhancing customer satisfaction and optimizing operational efficiency through proactive problem-solving, team leadership, and process improvement.
PERSON SPECIFICATION
Bachelor’s degree in Customer Service, Business Management, Supply Chain Management, Logistics, Business Administration, or related field from a recognized Institution. The following Knowledge, Experience, Skills and Abilities are required to successfully undertake this role:
Knowledge and Experience
- Minimum 5 years of experience in order fulfillment, last-mile delivery, or operations management, preferably in retail, e-commerce, or logistics.
- Proven experience in managing teams, handling escalations, and optimizing operational processes.
- Strong knowledge of route planning, dispatch systems, and customer service operations.
- Familiarity with vehicle safety standards and maintenance protocols.
Skills and Abilities
- Strong leadership and team management capabilities.
- Excellent communication, conflict resolution, and customer service skills.
- Proficient in Excel/Google Sheets, dispatch software, and customer service tools.
- Highly organized with the ability to manage competing priorities.
- Analytical thinker with a proactive and solution-oriented approach.
- Ability to remain calm under pressure and handle escalations professionally.
- A firm understanding of health, safety, and compliance practices.
Key Responsibilities:
- Oversee and manage the Customer Service team to address specific customer needs and efficient coordination of order dispatch while managing drivers and ensuring excellent customer service to meet daily delivery schedules and customer expectations.
- Collaborate with warehouse to ensure adequate stock levels for prompt order fulfillment and reduce operational costs.
- Track order status and proactively resolve any fulfillment issues, delays, or discrepancies.
- Serve as the escalation point of contact for customer inquiries and complaints, ensuring timely and professional responses to all calls.
- Supervise a team of drivers, including scheduling shifts, assigning routes, and conducting regular performance evaluations.
- Monitor driver adherence to schedules, company policies, and safe driving practices.
- Coordinate with drivers on troubleshooting delivery issues and ensure all customer requests are met in a professional manner.
- Oversee the cleanliness of all delivery vehicles, ensuring they are in safe and operatable condition.
- Handle any vehicle-related incidents, including accidents and damage reports, ensuring proper documentation and timely resolution.
- Implement and monitor KPIs for order fulfillment accuracy, delivery times, and customer satisfaction.
- Identify areas for improvement in order processing, dispatching, and delivery workflows, and recommend solutions.
- Provide regular reports on fulfillment activities, driver performance, and customer satisfaction metrics to management.
- Enforce safety standards and protocols for all drivers and operations.
- Conduct regular training sessions to ensure that the team adheres to company policies, health, and safety guidelines.
- Carry out any additional tasks or responsibilities assigned by the Director.
Instructions to apply:
- Please send an application cover letter, resume and copy of transcripts.
- Please note that applications will only be accepted if sent via email to [email protected]
- Be sure to include a recent passport-sized photo or selfie along with your CV.
- In your email, kindly ensure the position title is included in the subject line.
Location: Valelevu, Nasinu, Suva.
Only shortlisted candidates will be contacted for an interview.
