Fulfilment Coordinator at Twiga Foods

Fulfilment Coordinator

• We are looking to engage a Fulfilment Coordinator to work in our logistics team to manage the day-to-day operations of the last mile delivery service.  The Fulfilment Coordinator will work with the fulfilment team and last mile drivers to ensure that all deliveries are completed on time in full, with the quality of inventory preserved, payments received and reconciled, and assets accounted for.
• The role holder is responsible for pairing the fulfilment team with last-mile drivers on specific routes, monitoring delivery performance.  The Fulfilment Coordinator will collaborate with cross-functional internal teams (logistics, warehouse, finance and security) to resolve any issues or concerns that may arise during the delivery process to ensure that the last mile delivery service consistently meets or exceeds expectations. S/he will use customer feedback, delivery analytics and other insights to continuously optimize and last mile delivery service.

Key Responsibilities

Last Mile Delivery Service

• Define an effective operating model for the last mile delivery service, with detailed processes and KPIs for a seamless and adaptable last mile service that accommodates adjustments based on route optimization, expansion and cost to serve initiatives.
• Collaborate with cross-functional teams to streamline operations, drive process improvements and improve overall efficiency.
• Stay up to date with industry trends and developments to identify opportunities for improvement and innovation.

Last Mile Delivery Operations

• Manage the day – to – day operations of the last mile service.
• Coordinate with logistics and technology to optimize delivery schedules and routes and minimize last mile delivery resource and cost requirements without impacting customer experience, delivery deadlines, quality or safety.
• Assign daily schedules to the fulfilment team, drivers and delivery partners and resolve any challenges caused by absenteeism, truck issues, other external factors.  Implement solutions, investigate the route cause, learn and mitigate future risk.
• Coordinate with the Contact Centre to communicate with customers who may be impacted by any challenges faced in delivery.
• Confirm the fulfilment team adhere to defined ways of working. Monitor key performance indicators at different intervals of the delivery services, and institute prompt corrective action to minimize impact on customer experience and revenue realization.
• Lead the end of day clearance cadence for the fulfilment team and reconcile the close of day for the last mile service.   Work with the warehouse and finance teams to resolve any issues raised.

Last Mile Delivery Team

• Build, develop, and scale the capability, productivity and performance of the team
• Train team members to ensure they have the necessary skills and knowledge to perform their roles effectively.
• Undertake performance reviews, provide feedback, coaching, recognition and reward. Institute disciplinary measures if required.

Efficiency and Optimization

Compliance

• Ensure compliance with all relevant laws, regulation and company policies

Reporting

• Prepare and present daily comprehensive, accurate and informative reports on delivery performance with trends, insights, concerns, and recommendations clearly elaborated.

Qualifications and Requirements

• At least 3 years’ experience supervising last mile operations in a fast-paced dynamic commercial food distribution environment,
• Proficiency using last mile delivery management software. 
• Detail-oriented with strong organizational and problem-solving skills, a proven track record in taking on end-to-end ownership and successfully delivering results.
• Highly analytical, customer-focused and an ability to work independently under time constraints to meet deadlines.
• Strong communication and interpersonal skills, able to resolve any customer issues or concerns related to last mile deliveries.
• Ability to manage distributed teams instilling a culture of accountability and teamwork to achieve a best-in-class experience
• Enthusiastic, decisive, pragmatic, resilient and forthright individual with a sense of urgency, and unquestionable integrity.
• A bachelor’s degree from a recognized accredited university preferably in supply chain, logistics, technology, commerce, or a related field.