Dispatch & Order Fulfilment Team Manager

Role Purpose

The Dispatch & Order Fulfilment Team Manager is responsible for managing the end-to-end operational activities of the Dispatch and Order Fulfilment team. The role ensures that fibre, LTE and 5G orders are fulfilled accurately and efficiently, customer equipment is correctly configured and dispatched, stock is properly controlled, and customers and resellers receive clear communication throughout the fulfilment process.

The successful candidate will lead the team, manage daily workloads and service levels, maintain strong operational controls, and continuously improve processes to reduce delays, errors, stock discrepancies and customer frustration. This is a hands-on operational management role requiring strong leadership, attention to detail, organisation and the ability to coordinate across multiple departments and external partners.

Key Responsibilities

Team Leadership & Performance Management

• Manage the day-to-day activities of the Dispatch and Order Fulfilment team.
• Allocate workloads and ensure appropriate coverage across fulfilment, configuration, dispatch and customer communication functions.
• Set and monitor individual and team KPIs.
• Conduct regular one-on-ones, coaching and performance discussions.
• Monitor attendance, productivity, quality and adherence to processes.
• Identify training and development requirements within the team.
• Support the onboarding and training of new team members.
• Promote a culture of accountability, ownership and customer service.
• Escalate and address recurring performance or process issues.

Order Fulfilment

• Oversee the fulfilment of fibre, LTE and 5G orders from operational handover through to dispatch or completion.
• Ensure orders are processed within agreed turnaround times and SLAs.
• Monitor order queues, outstanding orders and ageing items.
• Ensure customer information and delivery details are accurate before dispatch.
• Oversee courtesy calls to customers to confirm delivery addresses and relevant order information.
• Ensure awaiting-payment orders are monitored and actioned appropriately.
• Manage and monitor "Line Not Active" and similar exception queues.
• Identify and resolve fulfilment bottlenecks before they result in unnecessary customer delays.
• Coordinate with internal departments and external partners where orders require intervention.

Router & Equipment Configuration

• Oversee the configuration of fibre routers, LTE/5G devices and VoIP phones.
• Ensure PPPoE and other required customer credentials are correctly created and assigned.
• Maintain appropriate quality controls to reduce configuration and dispatch errors.
• Ensure serial numbers and equipment information are correctly captured against customer accounts and orders.
• Ensure devices are tested and prepared correctly before dispatch.

Dispatch & Logistics

• Manage the dispatch of routers, LTE/5G devices, VoIP equipment and other customer hardware.
• Ensure waybills and courier information are correctly generated and recorded.
• Monitor outstanding deliveries and courier-related exceptions.
• Ensure equipment is booked in and out accurately.
• Coordinate deliveries, collections and walk-in customer requirements.
• Ensure failed, returned or replacement deliveries are appropriately managed.
• Maintain visibility of dispatch volumes, backlogs and ageing orders.

Stock & Inventory Management

• Maintain accurate control of routers, LTE/5G devices, VoIP phones and other equipment held by the department.
• Ensure regular stock takes are completed and reconciled.
• Maintain accurate records of equipment booked in and out.
• Oversee the scanning and recording of stock.
• Maintain serial number records, including equipment associated with external partners such as DNATel and Tech Doctor.
• Investigate and escalate stock discrepancies.
• Monitor minimum stock levels and anticipated demand.
• Work with Procurement and relevant stakeholders to ensure sufficient equipment availability.
• Maintain controls to minimise stock loss, incorrect allocations and unrecorded equipment movements.

Reseller Order Fulfilment

• Oversee LTE and 5G reseller order fulfilment.
• Ensure reseller orders are processed accurately and within agreed turnaround times.
• Support reseller-related fulfilment and operational queries.
• Monitor outstanding reseller orders and identify delays requiring escalation.
• Coordinate with relevant internal teams to resolve reseller account, payment, stock or fulfilment issues.

Billing & Administrative Controls

• Ensure fulfilment activities that impact billing are accurately completed and communicated.
• Monitor replacement equipment processes and associated billing requirements.
• Ensure relevant VX, replacement and equipment billing activities are correctly actioned where applicable.
• Monitor awaiting-payment orders and ensure fulfilment only proceeds in accordance with approved processes.
• Maintain accurate records and audit trails for orders, equipment and dispatch activities.

Customer Experience

• Ensure customers receive appropriate communication regarding their orders and deliveries.
• Monitor courtesy calls and customer contact attempts.
• Ensure walk-in customers are assisted professionally and efficiently.
• Investigate fulfilment-related customer complaints and identify the underlying cause.
• Work with Customer Service, Connect, Finance, Support and other operational teams to resolve customer issues.
• Identify recurring customer pain points and implement preventative improvements.

Reporting & Operational Management

• Maintain visibility of orders received and completed, outstanding orders, turnaround times, dispatch volumes, ageing items, failed or returned deliveries, stock availability, reseller orders, awaiting-payment orders and fulfilment errors.
• Provide regular operational reporting to senior management.
• Identify trends, risks and recurring process failures.
• Develop corrective action plans where performance falls below required standards.
• Ensure operational procedures and documentation remain current.

Key Performance Indicators

• Order fulfilment turnaround time and percentage completed within SLA.
• Dispatch accuracy and equipment configuration accuracy.
• Order backlog and ageing.
• Stock accuracy and stock variance.
• Customer contact and address confirmation completion.
• Reseller order fulfilment turnaround time.
• Reduction in fulfilment-related complaints and errors.
• Team productivity, quality and process compliance.
• Accurate equipment and serial number tracking.
• Timely resolution of operational exceptions.

Minimum Requirements

• 3+ years' experience in dispatch, logistics, order fulfilment, telecommunications operations or a similar operational environment.
• Previous team leadership, supervisory or management experience.
• Experience managing operational workflows, queues and SLAs.
• Strong administrative and organisational skills.
• Experience with stock and inventory management.
• Strong working knowledge of Microsoft Excel and general business systems.
• Ability to interpret operational data and identify trends or problem areas.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a high-volume environment.

Advantageous Experience

• Previous experience within an ISP, FNO or telecommunications environment.
• Experience with fibre, LTE and/or 5G order fulfilment.
• Understanding of routers, PPPoE configuration and basic networking concepts.
• Experience managing reseller or partner orders.
• Experience with courier and logistics processes.
• Experience with CRM, ticketing, billing or order management platforms.
• Experience implementing or improving operational processes and controls.

Key Competencies

• Strong people leadership and accountability.
• Excellent attention to detail.
• Customer-focused thinking.
• Strong planning and organisation.
• Problem-solving and process-driven thinking.
• Ability to work effectively under pressure.
• Strong communication and cross-departmental collaboration.
• Data-driven decision making and commercial awareness.
• Continuous improvement mindset.

What Success Looks Like

Success in this role means having a Dispatch and Order Fulfilment function where orders move efficiently from request to completion, equipment and stock can be accurately accounted for, customers and resellers are kept informed, backlogs are visible and actively managed, and the team operates according to clear processes and measurable service levels.

The manager should create the controls, visibility and accountability required to prevent avoidable fulfilment issues, rather than operating primarily as an additional fulfilment resource.