Job Purpose
To manage and monitor the day-to-day operations of Pick-Up Drop-Off (PUDO) services across East Malaysia, ensuring operational efficiency, partner satisfaction, and service quality. The role will also support problem-solving, process improvement, partner management, and the onboarding of new PUDO partners.
Key Responsibilities
1. PUDO Operations
- Monitor and manage daily PUDO operations across the assigned region.
- Attend to requests and operational matters raised by PUDO partners through WhatsApp and other communication channels.
- Coordinate with internal stakeholders, including Customer Service, Warehouse, Sales, and Key Account Management, to resolve operational issues.
- Escalate issues to the relevant teams and follow through until resolution.
- Ensure compliance with all relevant SOPs and Work Instructions.
- Monitor operational performance and identify areas for improvement.
2. Fleet Operations
- Assign daily deliveries to PUDO partners through zonal or manual routing.
- Support partners with daily operational activities, including:
- Parcel sorting
- Van inbound
- Lat/Long parcel management
- PET ticket creation
- Route monitoring
- Route inbound
- COD banking and reporting
- Ensure timely COD remittance and accurate reporting.
- Ensure compliance with relevant Fleet Operations SOPs and Work Instructions.
3. PUDO Partner Acquisition & Onboarding
- Identify and evaluate potential PUDO partners within the assigned region.
- Conduct market research to identify suitable partnership opportunities.
- Initiate contact and build relationships with prospective partners.
- Support partnership discussions and negotiations.
- Conduct onboarding sessions for new partners, including training and operational guidance.
- Ensure new partners are smoothly integrated into the company's PUDO network.
4. Partner Relationship Management
- Serve as a key point of contact for assigned PUDO partners.
- Build and maintain strong, professional relationships with partners.
- Conduct regular check-ins to understand partner needs and address concerns.
- Provide timely support and guidance on operational matters.
- Work with partners to identify growth opportunities and address operational challenges.
- Maintain high partner satisfaction and support partner retention.
5. Training & Partner Support
- Develop and deliver relevant training and product knowledge sessions for PUDO partners.
- Provide ongoing operational support and guidance.
- Monitor partner performance and identify areas requiring improvement.
- Provide coaching and recommendations to improve partner productivity and service quality.
6. Data Analysis & Continuous Improvement
- Analyse operational data and performance trends to identify issues and improvement opportunities.
- Use data to support operational decision-making and improve turnaround time, service quality, and cost efficiency.
- Support the development and testing of new operational processes and services.
- Recommend improvements to existing processes and SOPs where required.
Key Requirement
- Good written and verbal communication skills in English.
- Strong interpersonal and relationship-building skills.
- Analytical and problem-solving skills.
- Proficient in Microsoft Excel and comfortable working with operational data.
- Familiarity with data visualisation tools such as Metabase or Redash is an advantage.
- Able to work independently and collaboratively in a fast-paced environment.
- Proactive, organised, responsible, and able to take ownership of assigned responsibilities.
- Strong initiative and persistence in following through on issues and tasks.