Operations and Delivery Officer

We are Recruiting!

Our client, in the Logistics Sector, is seeking an Operations and Delivery Officer to join their team in Lusaka.

Role Purpose

The Operations & Delivery Officer is responsible for owning and controlling the entire physical order fulfilment process, from confirmed order through stock allocation, dispatch, delivery, returns management, and final order closure across Lusaka and serviceable up-country locations.

The role is accountable for ensuring accurate stock handling, efficient last-mile execution, strong delivery partner performance, and continuous improvement of the current delivery model. The successful candidate will focus on maximising delivery success rates while minimising failed delivery costs, return costs, stock losses, and operational inefficiencies.

Key Responsibilities:

Order Fulfillment and Management

• Manage the end-to-end movement of orders from confirmation through to successful delivery and closure.
• Verify stock availability and accuracy before authorising dispatch.
• Ensure all orders are allocated to a named rider, courier partner, or Pick-Up/Drop-Off (PUDO) location.
• Record assignment times and expected delivery attempt dates for all outbound orders.
• Monitor delivery progress and proactively manage delays, reschedules, failed deliveries, and returns.
• Ensure all delivery attempts are supported by appropriate proof of delivery, customer confirmation, or delivery exception evidence.
• Track delivery performance and maintain accountability for every order throughout the delivery lifecycle.
• Escalate unresolved orders and delivery exceptions within agreed timelines.

Warehouse and Inventory Control

• Oversee receiving, counting, storage, picking, packing, and stock movement activities.
• Conduct daily reconciliation of physical inventory against system records.
• Investigate and resolve stock discrepancies, losses, damages, substitutions, and inventory variances.
• Ensure accurate stock allocation and inventory integrity at all times.
• Support warehouse process improvements that increase efficiency and accuracy.

Carrier and Rider Management

• Build and maintain a reliable network of riders, courier partners, and PUDO service providers.
• Assess carrier performance based on cost, service quality, delivery success rates, and customer experience.
• Conduct regular performance reviews with delivery partners.
• Ensure all service providers comply with operational standards and service-level requirements.

Route Planning and Cost Optimisation

• Design and optimise delivery routes for Lusaka and up-country destinations.
• Analyse and compare delivery options by route, cost, transit time, and success rate.
• Recommend and implement improvements to the existing delivery model.
• Monitor route profitability and identify opportunities for cost reduction and operational efficiency.

Returns and Reverse Logistics

• Manage returned deliveries and reverse logistics processes.
• Record failed delivery reasons, supporting evidence, next actions, responsible owners, and completion deadlines.
• Ensure returned inventory is promptly inspected and returned to saleable stock where applicable.
• Identify recurring delivery failures and implement corrective action plans.

Financial and Administrative Control

• Apply approved customer prepayment policies for high-risk and remote delivery routes.
• Ensure operational expenses are managed appropriately and are not deducted directly from merchant Cash-on-Delivery (COD) collections.
• Provide Finance with all required proof of delivery documentation and expected COD records.
• Submit daily operational closing reports and weekly carrier performance reviews.

Required Qualifications and Experience

Essential:

• Minimum of three years' experience in:

  • Courier operations
  • Last-mile delivery management
  • Warehousing and distribution
  • Retail logistics
  • E-commerce fulfilment
• Experience supervising riders, couriers, field agents, or delivery teams.
• Strong understanding of Lusaka delivery routes and practical experience supporting up-country distribution.
• Proven experience maintaining stock, dispatch, and inventory records.
• Strong organisational, problem-solving, and communication skills.
• Ability to work effectively in both office and field environments.

Preferred:

• Diploma or Degree in Logistics, Supply Chain Management, Operations Management, Business Administration, or a related field.
• Existing relationships with delivery providers, courier companies, and PUDO locations.
• Experience managing Cash-on-Delivery (COD) operations.
• Advanced Google Sheets, Excel, and operations systems skills.
• Experience analysing delivery metrics and operational performance.
• Ability to calculate and interpret:

  • Cost per delivery attempt
  • Delivery success rates
  • Return rates
  • Route profitability
  • Fleet and courier performance metrics

Competencies

• Operational Excellence
• Last-Mile Delivery Management
• Inventory & Warehouse Control
• Route Planning & Optimisation
• Cost Management
• Data Analysis & Reporting
• Problem Solving
• Stakeholder Management
• Attention to Detail
• Process Improvement
• Accountability & Ownership
• Team Coordination

How to Apply

Apply using the following link: https://pri.careers-page.com/jobs/0a6c749f-8bbb-482a-8fef-2bf95ef750f2/apply