Delivery Operations & Guest Relations Associate

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Company Details
Name:Ando
Industry: Electrical/Electronic Manufacturing
Description: Ando Foods is on a mission to create food brands for delivery only. We are creating the foundations of an idea - a premium experience, sustainable all round, and most importantly delicious restaurant quality delivery-only food that travels well. At Ando, we create our own digital-only food concepts, starting off with Khans - Pakistani Kitchen - an authentic Pakistani food brand. Our technology accurately predicts the right amount of ingredients to order and prepare for each of our kitchens' dishes on a daily basis. A great way to drastically reduce food waste.
Job Description
  • As the Delivery Operations & Guest Relations Associate, you will play a critical role in ensuring seamless delivery operations and excellent guest experiences for our brands. This position requires a proactive individual who thrives in a dynamic environment and is passionate about logistics, customer satisfaction, and process optimization.

Key Responsibilities:

  • Rider Management
  • Coordinate the recruitment, onboarding, and training of riders.
  • Monitor and manage the demand-supply balance to ensure efficient delivery operations.
  • Address and resolve rider-related issues promptly to maintain operational efficiency.
  • Delivery Operations
  • Manage delivery operations for our brands, ensuring timely and accurate order fulfillment.
  • Track and analyze delivery performance metrics to identify areas for improvement.
  • Collaborate with the logistics team to optimize delivery routes and rider allocation.
  • Guest Relations (GR)
  • Handle order-related queries and issues, providing timely and satisfactory resolutions.
  • Ensure that customers receive a consistent and high-quality experience across all touchpoints.
  • Work closely with the team to implement feedback and improve overall customer satisfaction.
  • Data Analysis and Reporting
  • Perform regular data analysis to monitor key performance indicators (KPIs) related to delivery operations.
  • Create detailed reports on delivery performance and rider utilization.
  • Use insights from data to propose and implement process improvements.
  • Process Optimization
  • Develop and document standard operating procedures (SOPs) for rider onboarding, training, and daily operations.
  • Identify bottlenecks in delivery and guest relations processes, proposing actionable solutions.
  • Assist in implementing new tools and technologies to enhance operational efficiency.

Qualifications and Skills:

  • Bachelor’s degree in business, Operations, Logistics, or a related field.
  • 1-2 years of experience in delivery/logistics operations, customer service, or a similar role.
  • Strong proficiency in Microsoft Excel, including advanced functions like pivot tables, VLOOKUP, and data visualization.
  • Strong organizational and multitasking skills, with an eye for detail.
  • Excellent communication and interpersonal skills, with the ability to resolve conflicts effectively.
  • A proactive and problem-solving mindset, with a focus on continuous improvement.
Education: Degree, Diploma
Employment Type: Full Time

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