Dispatch Assistant

Role Overview

As a Dispatch Assistant at Vivo Online, you will be the operational link that keeps every order moving smoothly from warehouse to customer. Day to day, you will coordinate riders and delivery schedules, track shipments across multiple reporting documents, and serve as a point of contact for online and mail order customers. Your work directly protects the speed and reliability of the brand's e-commerce promise, making this a role where accuracy and composure under pressure genuinely shape the customer experience.

Key Responsibilities

• Serve as the first point of contact for online and mail order customers, handling phone and email enquiries, resolving complaints, and processing orders promptly.
• Coordinate delivery schedules and routes, assigning outbound orders to riders through dispatch software and mapping locations for maximum delivery efficiency.
• Maintain accurate records for every delivery order, updating trackers such as the Rider Dispatch Doc, Vendor Dropoff Doc, Omnichannel tracker, and Outside Nairobi tracker, along with any other daily logs.
• Liaise with vendors to ensure orders arrive on time, coordinate with outsourced delivery services and riders, and confirm that all delivery notes are circulated via WhatsApp.
• Manage the return of items to vendors and support efficient inventory management across the dispatch function.
• Complete daily drive reports, including return-to-vendor (RTV) and rider performance reports, and submit performance summaries to the Dispatch Manager.
• Oversee practical rider needs such as fuel card loading, gear and license checks, and keeping riders informed of their performance metrics.
• Print, allocate, and verify orders, follow up on unfulfilled orders, and collaborate with the Warehouse, Finance, and Admin teams to keep deliveries and licensing payments on track.

Requirements & Qualifications

• At least 1 year of experience as a Dispatch Assistant or in a comparable logistics or delivery coordination role.
• Prior exposure to e-commerce operations, ideally within the fashion or apparel sector.
• A degree or certificate in a relevant field is preferred.
• Strong analytical abilities and comfort working with Microsoft Excel, Word, and business intelligence or analytics systems.
• Excellent written and verbal communication skills, with sharp attention to detail.
• The ability to multitask, stay calm and composed during emergencies, and act decisively with minimal supervision.
• Solid product knowledge to support customer service and share accurate information with the Vendor Management Services team.
• Accuracy in daily balancing and closing of sales records.