Grocery Delivery Supervisor (GD Supervisor)

Job description
JOB SUMMARY

The GD Operations Supervisor role:

· Overall in-charge of Store or District Stores Grocery Delivery Operations

· Implements GD Operations standards

· Implements customer service improvements and strategies

· Trains and motivates staff members

· Ensures high service level

· Handles customer inquiries

· Ensures efficiency and productivity of GD Members

KEY RESULT AREA

· Financial (Store/ District Sales, Transaction Count, Manpower Cost)

· Customer Service (Complaints % per Store/ District Stores, 24-hr Complaints Resolution, Service Level)

· Operational Excellence (On-Time Delivery, Fill Rate)

· Learning & Growth (Staff Training, Task acquisistion)

DAILY TASKS

· Implementation of GD Operations strategies and efficiencies to ensure 100% on-time and full delivery

· Weekly Schedule report

· Complaint Resolution 100%

· Monitors collection 100%

· Assigns tasks to shoppers, cashiers and dispatchers

· Attends to Customer Inquiries

DUTIES & RESPONSIBILITIES

· Monitors stores/ district stores daily fulfillment and closing of orders

· Ensures there are no pending customer inquiries or complaints through monitoring complaint tracker daily

· Ensure daily manpower plan to fulfill each day’s order

· Plans, organizes, controls and schedules work activities of immediate subordinates

· Manpower Control & Development

· Promote and monitor quality service among staff through training and by acting as a positive model

· Instill the importance of excellent customer service and empower staff to use their best judgment in all customer service matters.

· Be personally available to all customers to communicate and identify their needs and/or address their questions and concerns.

· Orients, trains, and guides subordinates in the performance of duties.

· Ensures compliance by immediate subordinates to established standard operating policies and procedures, job duties and special assignments.

· Resolves and manages internal conflict of subordinates and promotes the core values of the company to inspire them and contribute to the productivity of the store GD.

· Develop a pool of potential leaders to meet the long range retail objectives of the company

OTHERS

· Ensures efficient transmittal procedures of documents to parties concerned

· Schedules regular staff meetings to encourage inputs and establish commitments

· Ensures the company policies and procedures are communicated in a timely manner and are enforced consistently and adhered to accordingly

CRITICAL CHALLENGES

· Handling and resolving customer complaints or concerns

· Handling employee’s conflict and motivating and uplifting their morale

· Developing staff members

DECISION-MAKING AUTHORITY

· Independent decisions exercised on day-to-day activities within policy guidelines

· Reference to higher authority with long-term significance is required

· Organizes and schedules work activities of immediate subordinates

· Trains subordinates in the performance of duties

· Ensures compliance by immediate subordinates to established standard operating policies

· Resolves and manages internal conflict of subordinates

Touch point

· Monthly Grocery Delivery OPCOM

· Weekly WM.Com Operations Touchpoint

Job Types: Full-time, Permanent

Benefits:

Company Christmas gift
Company events
Employee discount
Opportunities for promotion
Paid training
Promotion to permanent employee
Schedule:

8 hour shift
Day shift
Supplemental Pay:

13th month salary
Performance bonus
Ability to commute/relocate:

Malolos, Bulacan: Reliably commute or planning to relocate before starting work (Preferred)
Education:

Bachelor's (Required)
Experience:

Grocery Delivery: 1 year (Required)