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
• 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 OND, HND, or Bachelor's Degree in Business Administration, Logistics, Supply Chain Management, Operations Management, or any related discipline.
• 1–3 years' experience in logistics, dispatch coordination, operations, customer service, or administrative support is an added advantage.
• Fresh graduates with exceptional organizational skills may also be considered.
• Good knowledge of Lagos roads, routes, and traffic patterns.
• Proficiency in Google Maps and route planning.
• Good working knowledge of Microsoft Excel and Google Sheets.
• Comfortable using smartphones, WhatsApp Business, and basic digital tools.

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong planning and organizational ability.
• High attention to detail.
• Ability to multitask in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Ability to remain calm under pressure.
• Honest, reliable, and accountable.

Key Competencies:

• Dispatch Coordination
• Route Planning
• Logistics Operations
• Customer Service
• Time Management
• Team Coordination
• Problem Solving
• Data Recording & Reporting
• Administrative Support
• Communication Skills

Key Performance Indicators (KPIs):

• 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

Benefits:

• Competitive monthly salary of ₦80,000 – ₦100,000
• Opportunity to grow into an Operations Manager role as the company expands
• Collaborative and supportive work environment
• Hands-on experience in logistics and operations management
• Career development opportunities within a fast-growing organization