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Dispatcher - Last Mile

Date: 30-Aug-2021

Location: KW

Company: Majid Al Futtaim

Role Purpose:

The Dispatcher is responsible for the day-to-day operations in a shift which includes dispatching and de-briefing of the drivers including creating effective routes before driver arrives on site. Dispatcher also ensure all deliveries are planned as per promised delivery slots. In addition, Dispatcher is responsible for de-briefing drivers and collecting cash upon their return.

Role Details – Key Responsibilities and Accountabilities:

Dispatcher Responsibilities

  • Manage site specific last mile operations from creating routes, assigning to drivers till the successful delivery of the order. 
  • Prepare and conduct team briefings at the start of the shift.
  • Monitor the last mile KPI’s and work towards continuously improving it.
  • Understand, evaluate and problem solve last mile and other system / process hurdles.
  • Anticipate the capacity requirements (Vehicles, Drivers and Delivery Tools).
  • Support customer service team in promptly resolving customer complaints.
  • Publish daily driver performance reports.
  • Manage cash handling process and the return process for door step rejections and damages.
  • Ensure all orders are dispatched 30 minutes before the delivery slot.
  • Ensure all damages and returns are handled effectively and handed over to the store team.
  • Adequate actions taken to maintain the cold chain of goods inside the operation and proper segregation of goods in delivery crate.
  • Guarantee a clean and organized dispatch area.

Human Capital Responsibilities

  • Proactively identify and seek professional development opportunities to improve leadership and technical skills pertaining to the direct line of work.
  • Apply and follow MAF Retail’s Human Capital corporate policies and relevant procedures and instructions.

Disclaimer: This role description reflects the general details considered necessary to describe the principal responsibilities of the role identified and shall not be construed as an exhaustive description of all the work requirements inherent to success in the role.


Functional/Technical Competencies

  • Excellent route planning skills
  • Excellent knowledge of the local delivery area’s
  • Aware of all the challenges faced by the drivers on road
  • Proficient computer skills
  • Excellent Communication and Interpersonal skills  

Qualification, Experience & Skills :

Minimum Qualifications/education

  • Minimum high School Certificate

Minimum experience

  • 1 to 3 years of work experience in E-commerce Industry as a Dispatcher

 Preferred Languages

  • English (Full professional proficiency - Required)
  • Arabic (Professional efficiency – Advantage)
  • Language of the country where applicable