Background

Vivo's mission is to create economic opportunities in Africa through fashion. Our vision is to see Africa Dressing the World. Vivo was founded by Wandia Gichuru and Anne Marie Burugu in 2011. 12 years on, we are East Africa’s largest ladies fashion brand, designing and manufacturing 100% on the African continent. 

Job Purpose

We are seeking a detail-oriented and collaborative Dispatch Assistant. Their primary responsibility is to ensure safe, accurate, timely and efficient delivery of all orders while facilitating and supporting drivers and dispatchers as they perform their duties. The incumbent should have prior experience dealing with E-commerce and preferably in the fashion/apparel sector.

The ideal candidate must be primarily an excellent communicator, well organized and able to remain calm and composed, especially in emergency situations. They must be able to multitask as well as take the appropriate action with little supervision.

Key Responsibilities

Customer Service

• Act as the primary point of contact for online and mail order customers.
• Answering phone and email enquiries, resolving complaints and processing orders in an efficient and timely manner

Product Knowledge

• Develop in-depth knowledge of Vivo Online’s products to inform customer service and impart information to the Vendor Management Services team
• Accurately complete daily balancing and closing of sales

Operational Support

• Coordinate delivery schedules and address customer inquiries promptly.
• Maintain accurate record-keeping for all delivery orders, including tracking information the various Google sheet. Rider dispatch Doc, Vendor Dropoff Doc, Omnichannel, outside Nairobi Tracker and any additional tracker.
• Liaise with vendors to ensure timely delivery of orders and coordinate with outsourced delivery services/Riders and ensure all D-notes received are shared on WhatsApp.
• Ensure timely return of items to vendors and maintain efficient inventory management.
• Fill daily drive reports, including RTV and rider performance reports, ensuring accuracy.
• Coordinate outbound orders and accurately assign routes to riders using Dispatch software.
• Map route locations for optimal delivery efficiency and provide necessary information to riders.
• Manage fuel card loading and update riders on performance.
• Printing and allocation of Orders, fulfilling and checking unfulfilled orders.
• Coordinate with Finance and Admin departments for timely payment of licenses and permits.
• Ensure riders have necessary gear and licenses to operate safely.
• Respond to customer inquiries professionally and provide relevant information.
• Communicate with the Warehouse department for smooth order preparation and operations.
• Provide daily performance reports and any other reports to Dispatch Manager.
• Complete administrative duties as required to support delivery operations.
• Any other Duties assigned.

Key Skills

• Preferably E-commerce experience and have a degree or certificate.
• Exceptional analytical skills
• Microsoft Excel, word and a variety of business intelligence and analytics systems used
• Excellent communication skills and keen attention to detail
• 1+ years of experience as a Dispatch assistant or in a similar position

Qualifications and Experience

• Preferably E-commerce experience and have a degree or certificate.
• Exceptional analytical skills
• Microsoft Excel, word and a variety of business intelligence and analytics systems used
• Excellent communication skills and keen attention to detail
• 1+ years of experience as a Dispatch assistant or in a similar position

• Act as the primary point of contact for online and mail order customers.
• Answering phone and email enquiries, resolving complaints and processing orders in an efficient and timely manner
• Develop in-depth knowledge of Vivo Online’s products to inform customer service and impart information to the Vendor Management Services team
• Accurately complete daily balancing and closing of sales
• Coordinate delivery schedules and address customer inquiries promptly.
• Maintain accurate record-keeping for all delivery orders, including tracking information the various Google sheet. Rider dispatch Doc, Vendor Dropoff Doc, Omnichannel, outside Nairobi Tracker and any additional tracker.
• Liaise with vendors to ensure timely delivery of orders and coordinate with outsourced delivery services/Riders and ensure all D-notes received are shared on WhatsApp.
• Ensure timely return of items to vendors and maintain efficient inventory management.
• Fill daily drive reports, including RTV and rider performance reports, ensuring accuracy.
• Coordinate outbound orders and accurately assign routes to riders using Dispatch software.
• Map route locations for optimal delivery efficiency and provide necessary information to riders.
• Manage fuel card loading and update riders on performance.
• Printing and allocation of Orders, fulfilling and checking unfulfilled orders.
• Coordinate with Finance and Admin departments for timely payment of licenses and permits.
• Ensure riders have necessary gear and licenses to operate safely.
• Respond to customer inquiries professionally and provide relevant information.
• Communicate with the Warehouse department for smooth order preparation and operations.
• Provide daily performance reports and any other reports to Dispatch Manager.
• Complete administrative duties as required to support delivery operations.
• Any other Duties assigned.

• Preferably E-commerce experience
• Exceptional analytical skills
• Microsoft Excel, word and a variety of business intelligence and analytics systems used
• Excellent communication skills
• Keen attention to detail

• Degree or certificate
• Preferably E-commerce experience