Job Summary: The Operations Coordinator ensures operational excellence in last-mile delivery by optimizing productivity, quality, and safety, and delivering the best possible customer experience. Key Highlights: 1. Lead and develop teams in last-mile and e-commerce operations 2. Focus on continuous improvement and data-driven performance optimization 3. SLA management and customer relationship management The **Operations Coordinator** must ensure operational excellence for the client's last-mile operation, guaranteeing achievement of productivity, quality, and safety targets; adherence to contractual SLAs; and delivery of the best possible end-customer experience—through rigorous planning, people management, and intelligent use of data. **Requirements** * Education: Technologist or Bachelor's degree in Logistics, Business Administration, Production Engineering, or related fields. * Experience: 2–4 years in operational coordination within last-mile, e-commerce, courier, or distribution environments. * Tools: Proficiency in Excel/Google Sheets (Pivot Tables, VLOOKUP/INDEX/MATCH, database management); familiarity with BI tools. * Systems: Experience with TMS/WMS, route optimization software, delivery apps, telematics, scanners/handhelds. * Availability: On-site work, shift-based schedules, weekends/holidays on rotation, on-call duties. * Driver’s License Category B preferred; knowledge of traffic regulations and road safety standards. **Preferred Qualifications** * Prior experience in DSP operations for a major retailer/e-commerce company. * Lean/Kaizen certifications, White/Yellow Belt, or Internal Auditor certification. * Experience with telematics and defensive driving programs. * Understanding of tax regulations applicable to transportation and financial KPIs (cost per stop). * Intermediate English for reading international SOPs (where applicable). **Profile and Competencies** * Analytical mindset and results orientation, with strong sense of urgency. * Servant leadership and hands-on approach, capable of inspiring frontline and support teams. * Clear communication, conflict management, and negotiation skills with customers and partners. * Decision-making under pressure, prioritization, and routine discipline. * Continuous improvement, data, and process-oriented mindset. * Ethics, accountability, and focus on safety and compliance. **Key Responsibilities** **1) Planning and Allocation** * Develop the daily operational plan (SOD – Start of Day) based on volume forecasts, package mix, delivery zones, and time windows. * Define staffing and fleet requirements per route (driver/vehicle sizing, reserves, contingencies). * Validate route planning, stop density, mileage, sequencing, and load distribution by region. * Ensure availability of assets (vehicles, devices, PPE, batteries, scanners/handhelds) and resources (fuel, preventive maintenance). * Adjust plans on D-1/D0 according to demand fluctuations, absences, and vehicle breakdowns. **2) Operational Execution** * Conduct dispatch, equipment checks, DDS (Daily Safety Dialogue), route handover, and goal alignment. * Monitor in real time: route adherence, productivity, incidents, traffic incidents, blockages, scan failures, and exceptions. * Manage contingencies: rerouting, vehicle towing/replacement, area coverage, re-dispatch. * Ensure compliance of events (PUD, POD, photo, signature, proof of delivery) and record delivery attempts. * Conduct structured debriefings (EOD – End of Day): return-to-sender (RTS) verification, root cause analysis of failures, package reconciliation, and driver feedback. **3) People Management and Leadership** * Lead, develop, and engage the team (drivers/contractors, route leaders, assistants, back-office staff). * Conduct onboarding, refresher training, and workshops (client SOPs, road safety, customer service, system usage). * Manage shift scheduling, overtime bank, on-call coverage, vacations, and absenteeism. * Deliver feedback, Personal Development Plans (PDI), performance conversations, and succession planning for shift leaders. * Maintain operational climate and discipline (punctuality, appearance, procedural compliance). **4) Customer Relationship Management** * Serve as the primary operational contact for the client: daily/weekly performance rituals, SLA alignment, time window coordination, and SOP updates. * Address critical exceptions (sensitive/VIP deliveries, high-risk areas, audits) and coordinate action plans. * Ensure execution of internal and client audits, responding to non-conformities using 8D/PDCA methodology. **5) Performance, Data, and Continuous Improvement** * Track KPIs, perform root cause analysis (5 Whys, Ishikawa), and routinely drive improvement initiatives (Kaizen). * Automate reports and dashboards (e.g., Excel/Sheets and BI) and promote visual management. * Optimize costs without compromising SLAs: productivity per route, vehicle utilization, km/stop, overtime, fuel. * Standardize and update SOPs and POPs; conduct Gemba walks and process audits. **6) Compliance, Safety, and Quality** * Ensure compliance with client SOPs, HSE policies, defensive driving, and telematics standards. * Comply with LGPD when handling recipient data. * Manage claims, damages, and losses—engaging insurers and internal procedures; maintain low complaint rates. * Ensure documentation, checklists, PPE, and preventive/corrective maintenance. * Supervise transport documentation and fiscal documentation where applicable. **7) Third-Party and Asset Management** * Coordinate vendors (leasing companies, maintenance providers, fuel suppliers, telecom/device providers). * Monitor fleet costs and technical availability. * Negotiate service levels and audit vendor deliverables.
João Silva
Indeed · HR
João Silva
Indeed · HR
