Fulfilment Associate

Mission

To serve as the control tower and operational excellence anchor for the Delivery Operations vertical - ensuring smooth day-to-day execution, compliance, and continuous improvement initiatives that enhance delivery performance and client experience..l.

This role bridges delivery ops and HQ by providing real-time visibility of issues, driving root-cause analysis, and enabling fulfilment to meet service-level and sales growth demands.

Competencies

• Minimally 3 years of frontline operations experience in the supply chain/logistics industry.
• Strong sense of ownership: Don't give excuses and make things happen.
• Customer obsession: Puts in the work to understand and delight customers.
• Resourceful, self-sufficient and inventive: The ability to accomplish more with less
• Excellent organisation and planning abilities: Focus on priorities to make decisions efficiently and productively.
• The ability to develop people: Coach others in their current roles to improve performance and prepare them for future roles.
• Flexibility and adaptability: Can adjust quickly to changing priorities and conditions. Copes effectively with complexity and change.
• Calmness under pressure: Stable performance even when under heavy pressure or stress.
• Great communication skills: Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email.

Responsibilities

1. Control Tower (Fleet Operations Oversight)

• Oversee live delivery performance and fleet dispatch status (internal and external partners).
• Manage route exceptions, delivery delays, and urgent redirections with drivers and dispatchers.
• Liaise with Sales / SS for real-time updates on client deliveries, ensuring clear communication and recovery actions.
• Serve as initial escalation point for Delivery Ops issues

2. Sales & Client Interface Support

• Act as HQ liaison for Sales, and other stakeholders for Fulfilment timelines and special delivery arrangements.
• Provide data-backed justifications for delivery timelines and vehicle utilisation.
• Ensure operational challenges see pre-emptively and clearly communicated to sales

3. Operational Excellence (OPEX) & Change Management

• Drive OPEX projects in the Delivery vertical: e.g., scheduling optimisation, vehicle utilisation, defect reporting automation.
• Collate feedback from drivers, dispatchers, and clients; perform trend analysis and propose improvements.
• Develop and implement SOP updates with Assistant Manager and Head of Fulfilment.

4. Compliance & Safety

• Ensure routine delivery checklists (vehicle cleanliness, punctuality, etc) are submitted and verified.
• Work with Ops Lead to ensure compliance for audits on driver grooming, vehicle presentation, and customer interaction standards.
• Support sustainability compliance (EV usage, mileage tracking, fuel efficiency reporting).

5. Data & Reporting

• Maintain real-time delivery performance dashboard (on-time %, defects, reassignments, etc.
• Produce weekly and monthly reports summarising delivery SLAs and OPEX findings.
• Collaborate with the Ground Ops Associate to present joint Fulfilment Control Tower summaries to management.

What's in it for you:

• Work with a fast growing, at the same time, lean and mean team, to make real world impact.
• Have a lot of ownership and drive your own results.
• Work with smart people who sweat the details and push for the highest standards.

You should include these in your application:

• CV or LinkedIn profile
• Design portfolio (attach as separate document)
• Tell us about a time you had to work on a highly challenging task. How did you overcome it?
• What motivates you?
• What's your favourite food and where do you get it? Why?