at Q-Sourcing Limited trading
Location Kampala, Uganda
Date Posted January 24, 2023
Category Business Operations
Currency UGX



The role holder is accountable for facilitating & improving service in support of an efficient and effective control tower function of the company that entails last mile delivery excellence.


Lead, and supervise the team by providing clear targets and goals. Encourage and develop team members and constantly upgrade their skills by training and coaching regarding Performance Management.
Implement positive recognition for outstanding contribution but also address problem cases when necessary.
Promote responsible and respectful working environment.
Customer Service in Logistics (Control Tower)
Build local tactical capabilities and drive a sustainable improvement process by integrating proven and practical tools and processes on the path to best-in-class performance resulting in improving customer service and delivery performance, reducing operating costs, reducing capital requirement, building sustainable logistical capabilities.
Establish or monitor specific supply chain-based performance measurement systems on Delivery.
Develop risk management programs to ensure continuity of supply in emergency scenarios.
Ensure achievement of cost, productivity, accuracy, or timeliness objectives.
Design models for use in evaluating delivery programs or services.
Collaborate with other departments to integrate logistics with business systems or processes
Create policies or procedures for delivery activities.
Implement continuous improvements to internal or external delivery systems or processes.
Monitor performance and Improvement Key Metrics
Conduct regular group review meetings with Team Leaders to assess team performance and progress against business plans.
Ensure Supply chain employees apply standard process and work instructions
Conduct regular quality monitoring in line with the set process and together with results audits, incorporate findings and corrective actions into regular staff coaching and training
Provide regular performance reports to the management
Communicate Daily Service issues to the team by proactively exchanging information relating to supply chain and other departments
Conduct regular meetings with delivery supervisors to assess performance and progress against identified areas of non-compliance
Implement continuous improvements to internal or external delivery systems or processes
Continuously monitor deliveries status and report any unsolved discrepancies to the Head of Delivery
Inform Customer Service on (potential) delays impacting agreed service levels and negative status codes.
Ensure achievement of cost, productivity, accuracy, or timeliness objectives.
Check and give information to the Head of Delivery regarding training needs
Ensure issue resolution is done within the hour of activity check and give appropriate feedback to both internal and external customers.
Schedule and ensure inbound collections are done on time and give feedback to procurement where necessary
At anytime and anywhere perform the activities and display the behaviours that are designed to deliver a distinctive Customer Experience.
Have functional responsibility to investigate potential opportunities for route optimization
Responsible for checking not dispatched orders and outstanding deliveries
Check for exception, request, and escalation by email
Collaborate with Supply chain Supervisors to analyze quality and engineer improvement action plan.
Provide functional Delivery expertise to the team
Other Duties

Execute other reasonable duties/tasks from time to time as assigned by your supervisor.
Application Of Guidelines & Decision-Making Authority


The Control Tower Supervisor may not sell product or services below the established discount limits.
Must follow the company’s policies, procedures and ethos.
Cannot partake in any activities which would be deemed as a conflict of interest in their role with the company.
Must not participate in serious misconduct as this will lead to termination of employment
Where there is a dispute between yourself and a team member, customers or suppliers this is to be referred to your manager at the earliest instance.
Can dispose, sell or purchase any capital asset with the approval of the CEO
Can commit the business to product purchase within the approved guidelines.
Decision Making:

Delivery strategy
Order Management Processes
System and process design
Staff organization/deployment within the department
Qualifications, Experience & Skills

Undergraduate Degree in Supply Chain Management, or Business
5 years managerial experience in FMCG, or Courier industry
Familiar with logistics operation & safety related laws & regulations
Proficient in both written and oral English.

Drop files here browse files ...