| KEY ACCOUNTABILITIES |
Description | Key Performance Indicators |
Transportation Management: - Supervise the transportation team to ensure the timely delivery of goods to customers.
- Plan and optimize delivery routes to ensure cost-effective and efficient transportation operations.
- Monitor vehicle maintenance schedules to ensure the safety and compliance of all vehicles.
- Collaborate with logistics teams to address transportation challenges and adjust plans as necessary.
- Ensure compliance with relevant regulations, including safety and transportation laws.
- Monitor fuel usage, driver performance, and transportation costs to maintain operational efficiency.
| - Achieve budgeted Over all drop ratio and multi drop ratio.
- Achieve budgeted OTIF.
- % Achievement of space / staff and equipment utilization.
- Ratio of hired labors / trucks
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Customer Service Oversight: - Supervise customer service teams to ensure high standards of service and prompt resolution of customer inquiries, complaints, and issues.
- Work with customers directly to resolve complex or escalated service-related problems.
- Ensure that customer service representatives are trained on product knowledge, company policies, and effective communication strategies.
- Maintain customer satisfaction by ensuring timely and accurate responses to requests.
- Develop and implement strategies to improve customer experience and retention.
| - % Achieved on customer service
- % Achieved of timely delivery
- % Reduce customer/sales complaints.
- Improve CSD performance.
|
Team Leadership and Development: - Provide leadership and guidance to transportation and customer service teams.
- Foster a positive, motivated work environment that encourages teamwork and high performance.
- Monitor employee performance and provide feedback, coaching, and development opportunities.
- Ensure team compliance with company policies and industry standards.
| - Build second in line/Successor.
|
Reporting and Analysis: - Prepare regular reports on transportation performance, customer service issues, and team progress.
- Analyze data to identify areas for improvement and implement strategies for efficiency gains.
- Monitor key performance indicators (KPIs) and set goals for improvement.
| - Timely MIS reports.
- On time daily and monthly reports.
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Collaboration: - Work closely with other departments (such as sales, customers, and warehouse teams) to ensure seamless operations.
- Collaborate with external vendors, transport partners, and other stakeholders to improve service delivery.
| - Improve Delivery performance.
- Reduce customer complaints.
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