CUSTOMER FULFILLMENT SUPERVISOR – Superstore

Job Description & Skills/Qualifications Required

This is a unique opportunity to get involved in an exciting business, unlike anything Fiji has seen before.

Set to revolutionize the way people shop in Fiji, Superstore is an app-based retailer which stocks and delivers a huge range of products to customers’ doors in 90 minutes or less. Our range is anything you see in a supermarket and more, with lots of cool new items and products new to the Fiji market. What’s better, our delivery fleet is 100% electric and powered by solar energy, making us Fiji’s first sustainable delivery business. Even better than that is the savings that we pass on to our customers, making the superstore not just the easiest way to shop but the cheapest place to get everything you need.

Customer Fulfillment Supervisor

FJD $25,000 – $30,000 per annum.

Qualifications:

A Diploma or Bachelor’s degree in Commerce / Supply Chain Management / Business Administration / Project Management.

Experience Requirement:

• Minimum of 3 years’ experience in customer services.
• Some experience in a call center.
• Valid driver’s license and a clean driving record.

Desirable:

• Some experience in a supervisory role in customer service, logistics or supply chain management will be an added advantage.

Job Summary:

This role includes coordinating order dispatch, maintaining quality standards, handling customer inquiries, and ensuring drivers follow delivery protocols. The ideal candidate should have experience in logistics, customer service, and team management, with a focus on optimizing delivery routes and fulfilling customer expectations.

Key Responsibilities:

• Oversee the efficient coordination of order dispatch while managing drivers and ensuring excellent customer service to meet daily delivery schedules and customer expectations.
• Collaborate with warehouse and inventory teams to ensure adequate stock levels for prompt order fulfilment.
• Track order status and proactively resolve any fulfilment issues, delays, or discrepancies.
• Maintain high standards for product handling to ensure orders are received in optimal condition.
• Prioritize and monitor order fulfilment to meet or exceed customer expectations on delivery deadlines
• Serve as the escalation point of contact for customer inquiries and complaints, ensuring timely and professional responses to all calls.
• Managing the Customer Service team to address specific customer needs and provide real-time updates on order status and delivery progress.
• Handle escalations and resolve issues related to late deliveries, damaged goods, or other fulfillment problems.
• Develop strategies to improve customer satisfaction and streamline the communication process between the customer service and fulfillment teams.
• Supervise a team of drivers, including scheduling shifts, assigning routes, and conducting regular performance evaluations.
• Train drivers on delivery protocols, customer service expectations, and safety procedures.
• Monitor driver adherence to schedules, company policies, and safe driving practices.
• Conduct route optimization to ensure timely deliveries and reduce operational costs.
• Coordinate with drivers on troubleshooting delivery issues and ensure all customer requests are met in a professional manner.
• Oversee the maintenance and cleanliness of all delivery vehicles, ensuring they are in safe and operable condition.
• Handle any vehicle-related incidents, including accidents and damage reports, ensuring proper documentation and timely resolution.
• Collaborate with the insurance provider and relevant departments to report accidents and manage claims as needed.
• Monitor vehicle repair and maintenance schedules, coordinating with service providers for routine upkeep and emergency repairs.
• Keep accurate records of all vehicle incidents, maintenance activities, and insurance claims.
• Implement and monitor KPIs for order fulfillment accuracy, delivery times, and customer satisfaction.
• Identify areas for improvement in order processing, dispatching, and delivery workflows, and recommend solutions.
• Ensure that all delivery vehicles are maintained and comply with safety and regulatory standards.
• Provide regular reports on fulfillment activities, driver performance, and customer satisfaction metrics to management.
• Enforce safety standards and protocols for all warehouse and driver operations.
• Conduct regular training sessions to ensure that the team adheres to company policies, health, and safety guidelines.
• Report and document any safety incidents, taking corrective actions to prevent future occurrences.

Key Skills:

1. Customer-focused with a commitment to providing excellent service.
2. Problem-solving and conflict-resolution skills.
3. Detail-oriented with the ability to maintain high accuracy in fulfilment, documentation, and vehicle management.
4. Ability to work well under pressure and manage a dynamic team.
5. Knowledge of health and safety regulations within a logistics/warehouse environment.