Role overview:

• The role is responsible for managing daily courier operations to ensure timely, efficient, and secure delivery of parcels and documents. It involves coordinating drivers, riders, the sales team and customers while upholding high service standards and operational efficiency. The job holder maintains quality service in delivery and collection of parcels and excellent customer relations.
•  
• Oversee and actively participate in daily courier operations by dispatching, routing, and tracking deliveries to ensure timely and efficient service.
• Monitor delivery schedules and ensure on-time performance across all routes.
• Coordinate parcel pickups and drop-offs in line with company service level agreements (SLAs).
• Collaborate with the distribution team to ensure optimal allocation of vehicles, drivers, and riders for successful collection and delivery of courier parcels.
• Verify that all deliveries are accurately completed with proof of delivery maintained.
• Handle escalated customer queries and delivery-related complaints.
• Liaise with clients and management to resolve delivery challenges promptly.
• Track and report key operational metrics, including delivery timelines, success rates, and client retention.
• Prepare daily and weekly performance reports for management review.
• Support digital tracking and automation initiatives to enhance courier efficiency.
• Maintain accurate customer master data in the courier system and update existing records.
• Ensure all inbound parcels are properly recorded and billed in the system.
• Coordinate with upcountry courier teams and distributors on last-mile delivery cost computation and reimbursement.