Duties & Responsibilities
Team Management and Reporting

To lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily
Spot check: Uniform (Shopper and Drivers)
Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, problem-solving mindset.
Support the team on special projects for continued operating efficiency and growth.
Provide an operational perspective on logistics to ensure best practices and protocols.
Daily management of Shoppers and Drivers to ensure optimal effective teamwork to reach their KPI's, related explicitly to on-time fulfilment. Daily and weekly KPI reporting.
Train and develop shoppers.
Demonstrate consistent application of internal procedures.
Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organisational needs.
Ensure an adequate stock level of brown bags, cold chain bags and stickers.


Staff Management

Allocate schedules to all staff to ensure proper, efficient and effective management of the store orders.
Conduct regular staff meetings with the team to improve performance, motivation and communication.
Address absenteeism consistently and ensure the necessary corrective actions are taken.
To facilitate training and coaching for staff members who generally lack service delivery.
Ensure staff members resolve queries. Facilitate and manage queries submitted to head office timeously.
Identify training needs and initiate suitable training to improve staff knowledge in their environment.
Developing and managing team performance, offering feedback and demonstrating the desired skills and expected work ethic


Complaints Management

Assist and attend to shopper and driver queries
Resolves escalated customer complaints
Provide constant feedback to the Area Manager on unresolved customer queries.
Investigate and escalate valid Shopper and Driver payroll queries.
Consults with relevant stakeholders to mitigate and solve problems


Reports and Checklists

To ensure compliance of staff attendance.
Ensures the following real-time 5-day core reporting checklists (Annexure A) is always available and visible as per agreed deadlines:
Compliance
Shoppers Performance KPIs
Shopper focus and readiness
Driver focus and readiness
Planning for the following week- WFP optimisation
Reports are accurate and timely submitted to relevant parties


Effective teamwork and Self –Management

Must have access to a recent smartphone (iPhone 5 / Android 4.4 or newer) for the delivery app and GPS
Maintain a positive attitude.
Act as an ambassador of the company.
As employees, be appropriately presentable and ensure a professional appearance.
Take ownership of driving your career development (skills and knowledge)
Plan and priorities, demonstrating abilities to manage competing demands to achieve agreed deliverables
Communicate effectively, maintain relationships
Follow any lawful and reasonable instruction from your line manager
Act as part of the Operations team, mainly assisting other members of the team to achieve common goals
Consistently live and be an example of the Company's values
Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channels.
Adherence to the company policies and associated company policies and procedures