Dispatch & Operations Assistant

Responsibilities:

Dispatch & Route Coordination:

• Plan and optimize daily delivery routes for dispatch riders.
• Assign deliveries based on rider availability, location, workload, and delivery priority.
• Organize deliveries by geographical zones to improve efficiency and reduce travel time.
• Share accurate delivery information, Google Maps locations, and customer instructions with riders.
• Adjust delivery schedules and routes in response to traffic conditions, emergencies, or urgent orders.

Rider Management:

• Coordinate riders' daily schedules and assignments.
• Monitor rider movement and delivery progress throughout the day.
• Provide operational support to riders experiencing delays or delivery challenges.
• Ensure riders comply with company policies, safety standards, and customer service expectations.
• Monitor rider attendance and daily performance.

Customer Support:

• Communicate delivery updates to customers when necessary.
• Respond promptly to customer enquiries regarding deliveries.
• Coordinate pickup and delivery schedules with customers.
• Resolve basic delivery issues professionally and escalate complex cases when required.
• Maintain a high level of customer satisfaction throughout the delivery process.

Operations Administration:

• Receive, verify, and organize daily delivery requests.
• Maintain accurate dispatch and delivery records.
• Track pending deliveries until successful completion.
• Prepare daily and weekly operational reports, including completed deliveries, failed deliveries, delivery delays, rider productivity, and customer issues.
• Update operational spreadsheets and internal tracking systems.

Continuous Improvement:

• Identify opportunities to improve delivery efficiency.
• Recommend process improvements that reduce costs and improve service quality.
• Support other logistics and administrative duties as assigned.

Requirements:

• Minimum of SSCE or OND qualification.
• Candidates with HND or Bachelor's Degrees are also encouraged to apply.
• 1–3 years' experience in logistics, dispatch coordination, operations, customer service, or administrative support is an added advantage.
• Candidates with strong organizational skills and a willingness to learn are encouraged to apply.
• Good knowledge of Lagos roads, routes, and traffic patterns.
• Proficiency in Google Maps and route planning.
• Basic working knowledge of Microsoft Excel and Google Sheets.
• Comfortable using smartphones, WhatsApp Business, and other basic digital tools.

Key Performance Indicators:

• On-time delivery rate
• Delivery success rate
• Route planning efficiency
• Customer satisfaction
• Rider productivity
• Delivery accuracy
• Response time to customer and rider enquiries
• Accuracy of operational reports