Service Delivery Coordinator

Roles and responsibilities

A delivery coordinator is responsible for managing the distribution and delivery schedules and ensuring that the items for delivery are thoroughly inspected for quality. Delivery coordinators review customer orders multiple times to prevent distribution delays and possible complaints. They also reach out to the customers for delivery confirmation and list other instructions and adjustments as needed. A delivery coordinator handles the customers' inquiries and concerns, processes replacement orders, and resolve order disputes timely and efficiently.
Tasks:
1. Contact customers to confirm delivery date and address and solving problems and respond to delivery related inquiries and concerns from customers.
2. Track the status of product deliveries and resolve any issues promptly.
3. Monitor performance standards and targets to provide a consistently high level of service to the business and our customers.
4. Carry out quality checks to ensure quality standards are maintained.
5. Maintain accurate timely and detailed records including input to the central database facility.

Provide support in pick-up and delivery of products according to customer orders
Managing Delivery Schedules
Coordinate delivery timelines: Develop and maintain delivery schedules based on customer orders, stock availability, and delivery priorities.
Assign deliveries: Allocate delivery tasks to drivers, ensuring the most efficient routes and the timely delivery of goods.
Track delivery status: Monitor the progress of each delivery in real-time, keeping customers informed and ensuring that there are no delays or issues.
Adjust schedules when necessary: If delays or issues arise (e.g., traffic, weather conditions), reschedule or reroute deliveries accordingly to ensure timely fulfillment.
Communication with Customers
Confirm deliveries with customers: Ensure that customers are notified of their delivery time, date, and any necessary details about the delivery (e.g., special instructions or documentation needed).
Handle delivery inquiries: Answer customer questions related to delivery times, tracking information, or any changes in their delivery status.
Manage delivery issues: Address and resolve any customer complaints or issues related to the delivery process, such as delays, damages, or incorrect orders.
Provide delivery updates: Communicate proactively with customers if there are any changes or delays in their expected delivery window.

Desired candidate profile

Collaboration with Other Departments

• Collaborate with sales and marketing: Work with the sales and marketing teams to understand promotions or sales events that might impact delivery scheduling or requirements.
• Support business operations: Coordinate with other departments (e.g., finance, inventory, customer service) to ensure that deliveries align with business goals and customer expectations.
• Assist with planning: Work with planning or logistics teams to create long-term delivery strategies, improve delivery infrastructure, and streamline processes.

Key Skills and Competencies for a Delivery Coordinator:

• Strong organizational skills: Ability to manage multiple deliveries, schedules, and coordination tasks simultaneously.
• Problem-solving abilities: Quickly address and resolve issues that arise during the delivery process, whether with customers, drivers, or logistics.
• Excellent communication skills: Communicate clearly and professionally with customers, drivers, and internal teams.
• Time management: Prioritize tasks and manage time efficiently to ensure that deliveries are made on time and all logistics run smoothly.
• Customer service: Provide excellent customer service by handling inquiries, complaints, and feedback with professionalism and empathy.
• Attention to detail: Ensure accuracy in delivery records, product handling, and customer information.
• Knowledge of logistics software: Familiarity with delivery management systems or software to track orders, deliveries, and customer information.
• Leadership and team coordination: Ability to lead and coordinate with drivers and other team members to ensure smooth operations.
• Adaptability: Ability to adapt to changing schedules, customer needs, and delivery challenges.