Job description

Under the general guidance of the Head of Operations and within the limits of Global Food Ventures policies, procedures, and manuals, the Kitchen Comm’s Shift Leader is responsible for building and maintaining high quality of communication standards and executing the company strategy in his area of responsibility. 

1- Processing of Direct and Market Place Orders

• Process orders received directly from customers through calls, own or third party platforms.
• Verify customer address details and book drivers to pick up direct and market place orders.
• Communicate with third party logistic companies to prevent any potential delay and provide solutions in case of any delay.
• Communicate with customers in case of any special requests, 86 items (non available items), potential delay, item replacement, and any requests that might be unfulfilled. Complaint handling for low-mid level complaints and escalate high-critical to line manager.

2- Kitchen Communications

• Communicate with Kitchens any prospected delay in order due to preparation time and high preparation time or delay due to parsed orders (challenge in receiving orders at kitchen level due to turned off or other technical issues) or auto-rejected orders.
• Communicate with the kitchen any discrepancies in relation to brand visibility VS agreed operating hours after verifying brand visibility and store status from Deliverect, and online portals (Real-Time Stats).
• Communicate with the kitchen instantly negative complaints, reviews, or customer feedback in relation to order delay or quality (taste, portion, temperature, allergens, presentation, spilled food, food safety).
• Communicate with the kitchen any issues in relation to following Global Food Ventures Sop’s but not limited to recipes, presentation, packaging. Communicate with kitchen menu availability updates and if there is increased frequency in 86 items.
• Escalate internally any repetitive issues to (Growth department, CGM, operations and onboarding).
• Communicate Chargebacks with kitchen after investigation and have full understanding of Chargeback Matrix which is detailed in Appendix B (Service Level Schedule)-
• Schedule C of the Operator Service Agreement.
• Perform test orders and announce going live for brands after verification from onboarding and operations.

3- Third Party Communications

• Deliverect Direct Order platforms Online Platforms (aggregators) Third Party Logistics

4- Internal Communication

• Communicate internally (Growth department, CGM, operations and onboarding) any request to change operating hours.
• Communicate internally (Growth department, CGM, and onboarding) any request to change menu or remove menu items.
• Communicate internally (Growth department, CGM, and onboarding) any request from the kitchen in relation to changing of wholesale price or other commercial matters. Communicate internally (Growth department, CGM, and onboarding) any request from kitchen or matters not limited to shutting down, relocation of kitchen, termination, suspension of operation or change or ownership or Control.
• Communicate internally (Growth department, CGM, and onboarding) any challenges that the kitchen has which might affect the operations not limited to sourcing of ingredients, packaging, training, tablets, and receiving of orders.
• Communicate internally (Growth department, CGM, and onboarding) any complaints from the kitchen in relation to delay in processing of payments, or deductions (discrepancies, chargebacks, subscription fees).
• Communicate internally any onboarding, operations, growth, marketing any matter that might negatively affect the existing operations or kitchen relationship (Example: Promos, discounts, campaigns that are not communicated to kitchen where kitchen might face issue of not being able to cap with customers demand).

5- Reporting -

• Prepare and maintain reports and trackers for Chargeback, cancelled orders, customer refunds, complaints and reviews.
• Share with kitchen automated weekly kitchen performance reports highlighting (order, peak hours, menu sales mix, kitchen prep time, complaints, reviews, brand ratings, chargebacks, cancelled orders and other ops related).

Skills

Previous experience with Food Aggregator is a plus

Food & Beverages background or Food platform experience is a plus

English and Arabic languages needed