Responsible for the eCommerce courier KPIs , including the JHB Same Day Project. The role will be a key iStore operational counterpart to the Picup TMS team, and the integrated courier companies managing the waybill traffic, performance, exceptions, and an all round champion of Customer Service for eCommerce our Distribution Centre.
Key Reponsibilities:
Manage eCommerce Courier company daily KPIs
Manage daily courier company exceptions, delayed deliveries, service KPIs
Daily management of late deliveries, pending deliveries and returns to JP
Manage Courier company hand over to in houses ( SkyNet, 1Fetch, CIT)
Reporting daily and weekly
Manage the TMS process at JP floor and TMS escalations
Manage the operational relationship with TMS ( Picup) and the integrated couriers ( 1Fetch, SkyNet, CIT)
Ensure TMS software is batching and routing appropriately, as well as managing waybill allocation, and manages associated problem solving
Scan packages from eCommerce packing stations to assign Picup waybill and directs waybills to courier inhouses, ensuring waybill manifest hand over into the courier company
Manage the 1Fetch same-day waybills ensuring ready and available for Picups and ensures manifest hand over
Work closely with eCommerce supervisor for any emergency deliveries, escalations and problem solving
Ensure Scale and Manhattan WMS works seamlessly
Manages TMS relationship and Security management
Picup assigns an iStore resource to the iStore CS journey in Picup central office. This role will work closely with this TMS resource to ensure optimal performance across the network and software
Manage security such as vehicle tracking via central location
Same Day Project- National roll out
You will be involved in the Same Day project when it comes to National roll out, as a central resource managing interplay between stores and the Distribution Centre
HR and Leadership
Demonstrate leadership and instil the iStore Values and behaviours
Grow personally through the experience
Qualifications and Experience Required:
Matric with tertiary learning ideally in supply chain or business
3-7 years in warehouse operations, ideally based within warehouse structures. eCommerce experience helpful
Candidate to have demonstrated both operational knowledge and leadership; as well as demonstrating customer service supply chain experience
Experience to indicate advancement through career and ability to lead teams and motivate and grow individual performers
Behaviours:
Leadership;self-awareness with ability to set vision, motivate teams, grow individuals and achieve results whle living the Core Values
Accountability;high ownership approach, both process and results orientated. Non-defensive and open to feedback.
Customer Service mindset;lives and breathes the customer result across internal and external customers and stakeholders
Entrepreneurial; energetic entrepreneurial approach with problem solving and opportunity search mindset, high energy action orientation
Relational;excellent at building trusted and collaborative relationships across multiple stakeholders, however at same time is Assertive
THREE KEY SUCCESS FACTORS REQUIRED FOR SUCCESS IN THE ROLE
Operational Excellence with good communicaton
Customer Service Passion and Experience
Drive and enjoys a fast moving environment with multiple data points.
