Order Processor at Supermart Express Service

Responsibilities

• Manage flow of customer orders from initiation to delivery
• Liaise with customers, Personal Shoppers and Delivery Drivers to ensure accurate, complete and on-time delivery of orders
• Organise dispatch of Delivery Drivers to pick up items from retail partners as well as to deliver completed orders to customers
• Determine the best delivery method for each delivery
• Negotiate rates with logistics service providers
• Manage Personal Shoppers and Delivery Drivers to ensure efficient processing and dispatch of customer orders
• Pro-actively resolve issues as they arise from customers, Personal Shoppers, Delivery
• Drivers and retail partners
• Prepare end-of-day report with complete and accurate information
• Conduct regular analysis of key metrics and implement lasting solutions to improve performance where necessary
• Anticipate and react to spikes in order volume and manage backlogs if they arise
• Respond to customer queries by phone and email in line with company’s standard operating procedures
• Lead or participate in cross-functional initiatives
• Ensure sharing of best practice among the team to drive efficiency

Qualifications and Requirements

• A University Degree in any discipline
• 1-3 years' experience
• Experience in Operations, Logistics, eCommerce, Retail is preferred but not required
• Must be computer literate
• High level of proficiency in Microsoft Excel
• Good written and spoken English
• Excellent communication and interpersonal skills
• Good diction and telephone manner
• Customer-centric with a pleasing demeanor
• Ability to effectively plan and manage time and other resources
• Ability to take initiative and work independently without supervision
• A natural leader who is able to manage and provide guidance to people of varying backgrounds and skill level
• Able to troubleshoot system and process issues, with recommendation of possible solutions and/or work-arounds
• Must have high-energy, be enthusiastic and display professionalism at all times
• Ability to multi-task and work under pressure
• Must have integrity and high moral standards
• Maintain high standards of cleanliness and presentation