Company Introduction: T&T Supermarket Inc. was founded in 1993 with two stores in BC. Since then, it has expanded rapidly and is now Canada’s largest Asian supermarket chain with 33 stores across the country: 14 in BC, 7 in Alberta, 11 in Ontario, and 1 in Quebec. The Company’s continuous expansion is going to bring more new stores in the next couple of years.
The Role: The Digital Operations Specialist will oversee end-to-end order fulfillment and delivery for online customers in assigned regions. This includes managing daily operations of fulfillment teams at stores, last-mile delivery vendors, and the in-house fleet. The Digital Operation Specialist will take the responsibility to manage the fulfilment cost and delivery cost within the budget. The ideal candidate should have a strong focus on customer experience, ability to adapt to changes, and good communication skills in English and Chinese. This role reports to the National Digital Operations Manager.
- Major Responsibilities: Lead the end-to-end digital operations process in assigned regions to ensure timely and accurate order fulfillment and delivery, utilizing in-depth knowledge of e-commerce logistics.
- Direct the regional fulfillment teams, focusing on efficiency, quality, and speed of operations.
- Manage the daily operations of the in-house fleet and drivers, ensuring efficient scheduling, routing, and compliance with safety standards.
- Keep good relationship with store managers and get the support from fulfilment stores effectively.
- Regularly analyze fulfillment Key Performance Indicators (KPIs), employing analytical skills to drive operational improvements.
- Research and implement operational enhancements and cost reductions, leveraging understanding of the latest e-commerce logistics trends and technologies.
- Ensure seamless collaboration with other departments to integrate digital operations with broader company objectives.
- Drive continuous improvement initiatives, emphasizing innovation in digital supply chain management.
- Manage facility utilization to maximize efficiency and safety, drawing upon a deep understanding of warehouse and store fulfillment operations.
- Mentor team members, sharing insights on best practices in digital fulfillment and e-commerce logistics.
- Facilitate the testing and implementation of new systems, focusing on advancements in digital logistics solutions.
- Establish service level standards for response times and issue resolutions, based on an in-depth analysis of customer service standards.
- Lead the development of new fulfillment store setups, applying knowledge of logistics planning and e-commerce strategies.
- Develop Standard Operating Procedures (SOPs) for fulfillment, transportation, and delivery processes, informed by a comprehensive understanding of operational excellence.
- Oversee daily last-mile delivery operations, ensuring efficiency and customer satisfaction.
- Manage logistics assets, including fleet, drivers, and trucks, adhering to high standards of operational performance and safety.
- Assist in the formulation of the logistics operational budget, incorporating cost-effective strategies and financial oversight.
- Provide targeted training for new delivery personnel, focusing on excellence in customer service and operational efficiency.
- Prepare detailed KPI reports for last-mile delivery partners, highlighting performance metrics and areas for improvement.
- Knowledge, Skills and Ability Requirements: Bachelor’s degree required, with a major in Logistics or Supply Chain Management is preferred.
- Minimum of 3 years’ experience in retail/fulfillment with a significant focus on e-commerce last-mile logistics.
- At least 3 years of experience leading teams, with a proven track record in managing complex digital operations.
- Proven ability to manage in-house fleet operations, including scheduling, maintenance, and driver management, with a focus on safety and compliance.
- Strong communication and collaboration capability
- Familiarity with e-commerce fulfillment practices, including cost modeling and operational analysis.
- Solid experience in managing Transportation Management Systems (TMS) and coordinating with Third-Party Logistics (3PL) providers.
- Exceptional analytical skills, with the ability to assess complex data and make strategic operational decisions.
- Independent thinker with a proactive approach to problem-solving and innovation within the e-commerce space.
- Comfortable working in varied environmental conditions, reflecting adaptability to physical operational demands.
- Demonstrated commitment to customer-centric operations, adherence to standard operating procedures, and regulatory compliance.
- Experience with data analysis tools (e.g., Tableau, Power BI) and proficiency in Microsoft Office and Visio.
- Fluent in written and spoken English; proficiency in Chinese (Mandarin/Cantonese) is an advantage.
Benefits
- Quarterly discretionary bonus
- Life/AD&D insurance
- Extended health/dental/vision care
- Retirement benefit
- Paid annual/sick/marriage/bereavement leave
- Subsidized staff meal
- In-store staff purchase discount
Shift
5-day work week (Monday to Friday), 9:00am – 5:30pm
Safety Statement
Safety continues to be T&T Supermarket’s top priority. We’ve established health and safety policies and measures to ensure our Stores, Food Processing & Production Centres and Warehouse & Distribution are as safe as possible.