About the position
Role Overview
The Assistant Manager: Outbound Operations is responsible for overseeing outbound logistics processes, claims and IOD management, carrier coordination, reporting, and operational support. The role ensures efficient delivery operations, accurate reporting, cost control, and high service levels while supporting continuous improvement initiatives.
Key Responsibilities
Claims & IOD Management
- Prepare, finalize, and distribute Proof of Delivery (POD) reports
- Compile, maintain, and analyze KPI and IOD reports
- Submit, manage, and track NGSI reports
- Manage, follow up on, and verify claims across all carriers
- Maintain and update the master claims report
- Invoice claims to carriers and ensure LG invoices once payments are received
- Assist with after-hours and month-end IOD support
- Conduct root cause analysis on IODs and claims to drive continuous improvement
Reporting & Analysis - Generate and manage exception numbers
- Provide timely and accurate delivery feedback
- Verify CBM (Cubic Metres) for Wilsons (Accounts)
- Maintain, update, and report on RMA logs
- Prepare and distribute the weekly Last Release Dates report
- Monitor departmental KPIs and support performance analysis initiatives
Logistics & Carrier Coordination - Book and follow up on Takealot and Lewis outbound orders
- Support carrier tender processes and evaluations
- Attend carrier meetings, provide rate quotes, and resolve delivery-related complaints
- Obtain and manage logistics and delivery quotations
- Liaise with vendors and carriers regarding RMAs and authorization numbers
- Follow up with the warehouse on stock returns and related queries
- Request additional vehicles as operationally required
- Assist with special logistics projects and ad-hoc departmental duties
Operational Support & Administration - Respond to and follow up on emails and operational communications
- Monitor and respond to WhatsApp group queries
- Request and coordinate information or services from BOBS customers
- Load RMAs and manage turnaround times effectively
- Maintain high standards of housekeeping and workplace organization
- Stand in for absent team members when required
Overtime & Staff Management - Monitor staff time and attendance records
- Verify and approve overtime submissions
- Establish and manage staff schedules aligned with service level requirements
- Actively manage and reduce overtime through effective planning and resource allocation
General Operations Management - Ensure all outbound operations comply with company policies, procedures, and standards
- Manage and monitor operational reports, KPIs, and continuous improvement initiatives
- Support logistics problem-solving to improve turnaround times and cost efficiency
- Maintain a high level of service quality and customer satisfaction
Professional Competencies - Adherence to Company Mandates: Operates within established guidelines and management directives
- Performance Under Pressure: Remains focused and productive in high-pressure environments
- Communication & Negotiation: Strong verbal and written communication with effective negotiation skills
- Flexibility & Commitment: Willing to work extended hours, weekends, and month-end when required
- Time Management: Effectively prioritizes tasks in a fast-paced environment
- Attention to Detail: High level of accuracy, particularly in reporting and financial administration
Requirements - 5-10 years' proven experience in a similar operational or logistics management role
- Logistics or supply chain industry experience is highly advantageous
- Advanced Microsoft Excel skills, including:
- Formulas and conditional formatting
- Pivot tables
- VLOOKUP & HLOOKUP
- What-If analysis tools
- Proficiency in Microsoft Word, Outlook, and PowerPoint
Desired Skills:
- IOD
- POD
- Outbound
- Freight
- Logistics
