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)