Title:  Coordinator - Operations

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Job Purpose

Oversee & manage the efficient transfer of orders to Aramex delivery personnel, ensuring adherence to SLAs (Service Level Agreements). The role involves close coordination with the warehouse and logistics teams to facilitate timely deliveries and address customer complaints related to delays, damage, or other delivery issues. 

Additionally, he/she will be responsible for handling invoicing and reconciliation for the vendor. The role also includes generating and providing timely reports on delivery performance and complaint resolutions.

Job Responsibilities

Primary Duties & Responsibilities

1.    Order Handover and Delivery Management
o    Ensure orders are prepared and handed over to Aramex delivery personnel on time.
o    Monitor delivery schedules to ensure compliance with SLAs.
o    Address and resolve any delays or disruptions in the delivery process.
2.    Customer Complaint Handling
o    Act as the primary point of contact for customer complaints related to delivery delays, damage, or other issues.
o    Investigate complaints and coordinate with Aramex and the internal warehouse team to provide swift resolutions.
o    Maintain a record of customer complaints and their resolutions for performance analysis.
3.    Warehouse and Logistics Coordination
o    Work closely with the warehouse team to ensure the readiness of orders for handover.
o    Liaise with the Aramex logistics team to address operational challenges and optimize delivery performance.
4.    Invoicing and Reconciliation
o    Manage and process invoices related to Aramex services in a timely and accurate manner.
o    Reconcile vendor accounts to ensure proper billing and resolution of discrepancies.
o    Collaborate with the finance team to maintain accurate records of payments and outstanding invoices.
5.    Reporting and Analysis
o    Generate daily, weekly, and monthly reports on delivery performance, customer complaints, invoicing, and reconciliation.
o    Analyze data to identify trends and areas for improvement in the logistics process.
o    Provide actionable insights to management for enhancing the delivery and billing experience.

Education

Experience

• Diploma / Graduate with certificate course in shorthand and typing
• Minimum of 3 years’ experience in relevant field
• Must have strong communication skills.
• Excellent verbal and written communication skills.
• A keen understanding of the differences between various roles within organizations

Language

Skills

1.    Communication Skills
Clear and professional communication with Aramex, warehouse teams, and customers. Ability to explain issues and resolutions effectively, especially when handling complaints.
2.    Problem-Solving
Quick thinking to resolve delivery delays, customer complaints, or invoicing discrepancies. Ability to analyze situations and implement solutions under pressure.
3.    Attention to Detail
Precision in invoicing, reconciliation, and report generation. Careful tracking of complaints and delivery SLAs.
4.    Time Management
Managing handover timelines, daily reports, and complaint resolutions efficiently. Prioritizing multiple tasks without missing deadlines.
5.    Collaboration and Teamwork
Working seamlessly with warehouse, logistics, Aramex, and finance teams. Coordinating across departments to solve delivery and operational challenges.
6.    Customer-Centric Mindset
Maintaining a professional and empathetic approach when handling customer issues. Striving for quick and satisfactory resolutions to enhance customer experience.
7.    Accountability
Taking ownership of operations & complaints. Following through on issues until they’re fully resolved.
8.    Analytical Thinking
Interpreting performance data to find patterns, inefficiencies, and improvement areas. Translating findings into actionable recommendations.
9.    Conflict Resolution
Managing tense situations with customers or vendors diplomatically and professionally.
10.    Organizational Skills
Keeping documentation, records, and communications organized and accessible. Coordinating the logistics flow without disruption.
 

Competencies