The Assistant Outbound Manager is responsible for managing claims, incident-on-delivery (IOD) processes, reporting, carrier coordination, and operational support to ensure efficient logistics operations. This role plays a critical part in performance monitoring, continuous improvement, and maintaining high service levels across carriers, vendors, and internal stakeholders.
Key Responsibilities
Claims & IOD Management

Manage, follow up on, and verify claims across all carriers.
Prepare, finalize, and maintain POD, IOD, and claims-related reports.
Compile and maintain KPI and NGSI reports.
Invoice claims to carriers and ensure internal invoicing is completed once payment is received.
Assist with IODs after hours and during month-end periods.
Conduct root cause analysis and drive continuous improvement initiatives within claims and IOD processes.

Reporting & Performance Analysis

Generate and manage exception numbers.
Provide timely delivery feedback and performance updates.
Verify CBM (cubic metres) for assigned customer accounts.
Maintain RMA logs and monitor turnaround times.
Prepare and distribute weekly release and performance reports.
Monitor KPIs and support departmental performance analytics.

Logistics & Carrier Coordination

 Book and follow up on customer orders with relevant carriers.
Assist with carrier tender processes and rate negotiations.
Attend carrier meetings, provide rate quotes, and resolve delivery-related complaints.
Ensure logistics and delivery quotations are obtained as required.
Liaise with vendors and carriers regarding RMA processes and authorization numbers.
Follow up with the warehouse on stock returns and request additional vehicles when needed.
Support special logistics projects and ad hoc operational requirements.

Operational Support & Administration

Respond to and follow up on emails and operational communication channels.
Manage customer service requests and information queries.
Load RMAs and monitor completion within agreed timelines.
Maintain high standards of housekeeping and workplace organization.
Provide cover for absent team members when required.

Overtime & Staff Coordination

Monitor staff time and attendance.
Verify and approve overtime submissions.
Establish and manage employee schedules in line with service requirements.
Optimize workforce planning to minimize overtime where possible.

General Operations Management

Ensure operational compliance with company policies and service standards.
Oversee reporting accuracy, KPI tracking, and continuous improvement initiatives.
Support logistics problem-solving to improve cost efficiency and delivery timelines.
Maintain high levels of service quality and customer satisfaction.