Ando Foods is on a mission to create food brands for delivery only. We are creating the foundations of an idea - a premium experience, sustainable all round, and most importantly delicious restaurant quality delivery-only food that travels well.
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As the Delivery Operations & Guest Relations Associate, you will play a critical role in ensuring seamless delivery operations and excellent guest experiences for our brands. This position requires a proactive individual who thrives in a dynamic environment and is passionate about logistics, customer satisfaction, and process optimization.
Key Responsibilities:
Rider Management
Coordinate the recruitment, onboarding, and training of riders.
Monitor and manage the demand-supply balance to ensure efficient delivery operations.
Address and resolve rider-related issues promptly to maintain operational efficiency.
Delivery Operations
Manage delivery operations for our brands, ensuring timely and accurate order fulfillment.
Track and analyze delivery performance metrics to identify areas for improvement.
Collaborate with the logistics team to optimize delivery routes and rider allocation.
Guest Relations (GR)
Handle order-related queries and issues, providing timely and satisfactory resolutions.
Ensure that customers receive a consistent and high-quality experience across all touchpoints.
Work closely with the team to implement feedback and improve overall customer satisfaction.
Data Analysis and Reporting
Perform regular data analysis to monitor key performance indicators (KPIs) related to delivery operations.
Create detailed reports on delivery performance and rider utilization.
Use insights from data to propose and implement process improvements.
Process Optimization
Develop and document standard operating procedures (SOPs) for rider onboarding, training, and daily operations.
Identify bottlenecks in delivery and guest relations processes, proposing actionable solutions.
Assist in implementing new tools and technologies to enhance operational efficiency.
Qualifications and Skills:
Bachelor’s degree in Business, Operations, Logistics, or a related field.
1-2 years of experience in delivery/logistics operations, customer service, or a similar role.
Strong proficiency in Microsoft Excel, including advanced functions like pivot tables, VLOOKUP, and data visualization.
Strong organizational and multitasking skills, with an eye for detail.
Excellent communication and interpersonal skills, with the ability to resolve conflicts effectively.
A proactive and problem-solving mindset, with a focus on continuous improvement.
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