Job Description

Job Summary

Overview: To assist the hub manager with daily Food operations.

Responsibilities

• Late Complaints / Monthly SLA OTIF breach adjustments

• A TDT Hub should indicate in the xe2x80x9cnon-escalatedxe2x80x9d branch notes on the dashboard that the late order was affected by indicating: xe2x80x9cdelay due to poor weather conditionsxe2x80x9d, provided Ops Queries has been notified via email as stipulated above.
• Delivery Execution xe2x80x9cLivexe2x80x9d
• Standard (Positive flow)

• Read and respond to notes on the branch dashboard
• Escalate relevant notes to the order success team
• Manage driver availability (online and available)
• Manage order acceptance and execution appropriately
• Provide updates to drivers to actively facilitate order success to the best of their ability (e.g. directions, change of order details)
• Exceptions

• Order offer acceptance
• Non-final failure management
• Vehicle breakdown
• Cannot complete collection
• Cannot find address
• Late collections
• Late deliveries
• Failure escalation management and food loss management
• Delivery completeness
• Operational Management Metrics

• On Time in Full (OTIF)
• Doorbell usage
• Offer acceptance 1st offer, 2nd offer, 3rd offer
• POC and POD triggers on collection and delivery location, respectively
• Non-final failure reasons
• Expired and rejected offer rates
• Express waybill completion during food deliveries
• Frozen orders
• Assign ASAP
• Collection of all failed Food and alcohol deliveries

Qualifications and Experiences

• Grade 12
• Previous management experience i.e. restaurant manager/Waiter/Front shop supervisor

Competencies and Skills

• Basic internet
• Excel
• Planning
• Communication
• Decision making
• Problem solving
• Motivating

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