Key Responsibilities
Sortation & Floor Control – Manage end‑to‑end parcel flow: receiving, scan‑in, sort, route binning, staging, loading, and dispatch. Ensure route‑wise cluster‑wise binning and control mis‑sort rework through daily quality checks. Maintain 100% scanning discipline at every touchpoint (inbound, sort, load, out‑for‑delivery, returns).
Bulky Home Deliveries – Control bulky flow: inbound check, damage check, labeling, staging, load planning, and dispatch. Ensure correct vehicle assignment based on cube weight, fragility, lift requirements, and delivery windows. Coordinate with installation assembly when applicable and prioritize customer appointment slots. Enforce handling SOPs for mirrors, glass, furniture, appliances and ensure packing integrity during staging and loading.
Dispatch & Fleet Utilization – Prepare daily dispatch plans: route sequencing, wave cutoffs, capacity utilization, and standby vehicle plan. Optimize utilization across sedans, small parcel express, SUVs, mixed oversized, and Hiace bulky vehicles. Ensure on‑time departure for each wave, manage exceptions (no‑show, vehicle breakdown, route split/merge) and monitor live execution with Control Tower CS, driving same‑day recovery actions.
Returns (Undelivered & RTO) – Control undelivered backlog, reschedule and execute same‑day re‑attempts where feasible. Manage RTO returns flow: scan, QC segregation, sellable/damaged handling, and handover to linehaul FC. Keep backlog within defined aging limits (D0, D1, D2) and publish action tracker.
Safety, Quality & Compliance – Enforce safe stacking and staging rules, maintain clear aisles and fire exits, ensure PPE compliance, and conduct incident reporting. Perform daily audits: mis‑sort, scan pending, damage, and route cage audits.
Team & Vendor Management – Lead hub associates (sorters, loaders, scanners, bulky handlers) and allocate by wave zone. Train teams on SOPs, fragile handling, scanning, staging discipline, and 5S. Coordinate with 3PL partners and DA supervisors for attendance, productivity, and service discipline.
Reporting & Communication – Publish shift dashboards (volume received, dispatched, pending, wave departure times, damages, mis‑sort, productivity). Run daily huddles for pre‑shift plan and post‑shift closure with issues, root‑cause analysis, and CAPA. Own route plan, wave plan, parcel/bulky manpower deployment, vehicle allocation, scan pending closure report, backlog aging, and quality trackers.
- Route, wave, and manpower deployment plans
- Vehicle allocation plan (Hiace, SUV, Sedan)
- Scan pending closure report
- Backlog aging report (undelivered returns)
- Quality trackers (mis‑sort, damage, missing)
- KPI alignment: on‑time dispatch, scan compliance, mis‑sort rate, rework time, bulky damage rate, customer complaint rate, vehicle utilization, cube fill, route completion, DA productivity, stops per day, parcel/bulky drops per route, undelivered reattempt success, backlog aging
- 3–6+ years in eCommerce last‑mile hub/sortation/dispatch, preferably mixed bulky + parcel.
- Strong working knowledge of handheld scanning, TMS/OMS, route staging, and fleet dispatch.
- Ability to manage 100+ vehicle dispatch with wave discipline and exception control.
- Good reporting skills (Excel/Sheets).
- Strong floor leadership and willingness to work shifts/peak days.
- People leadership, vendor coordination, and safety‑first mindset for bulky handling.
- Problem‑solving under daily cutoffs (peak volumes).
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