Operations Specialist - Auckland

Purpose of the Role

The role demands a proactive, professional, and systems-oriented approach to operations leadership and day-to-day coordination.

Key Accountabilities

• Dispatch Coordination and support
• Customer service and support
• Health & Safety Management
• TMS Integration and Management
• Operational and Contractor Performance
• Continuous Improvement & Agility
• Regulatory Compliance
• Branch Manager Support

• Drive continuous improvement in health and safety performance with a focus on injury prevention and early intervention.
• Promote and model good health and safety practices; comply with all relevant legislation and Freshways policy requirements.
• Maintain a high level of safety awareness in a fast-paced operational environment.
• Ensure incidents, hazards, and near misses are reported and investigated promptly.
• Actively support safety rehabilitation and wellbeing initiatives.

• Provide day-to-day coordination and coverage for dispatch operations as required.
• Work collaboratively with drivers, dispatchers and administration teams to ensure seamless operations, smooth handovers and continuity of service.
• Prioritise communications and ensure accurate, timely, and professional internal and external correspondence.

• Act as the branch’s operational point of contact for urgent or escalated customer issues
• Manage, monitor and report on-time performance for outbound Auckland operations.
• Maximise capacity utilisation across the influenceable network.
• Support customer expectations through clear communication and follow through
• Eliminate or minimise handling and processing errors that could lead to service failures or product loss.
• Implement contingency plans promptly when required to maintain service standards.
• Support the accurate reporting and investigation of operational issues.

• Ensure resource allocation is efficient and cost-effective.
• Adhere to budget limits for expenditures, including claims and contractor charges.
• Maintain correct and up-to-date documentation for submission and processing.
• Contribute to weekly branch reporting, including maintaining an issue log and supporting performance reviews

• Provide clear role expectations, guidance, and support to colleagues and contractors.
• Provide guidance and operational support to branch-based staff
• Model and uphold Freshways' Code of Conduct and professional workplace behaviour.
• Maintain confidentiality and seek Branch Manager counsel as needed.
• Foster engagement and alignment with the broader company strategy.

• Take ownership of operational systems, identifying inefficiencies and initiating improvements.
• Drive a culture of continuous improvement, agility, and best-practice adoption.
• Document, monitor, and analyse key data trends to inform improvement strategies.
• Engage proactively with systems and processes to drive measurable enhancements in performance.

• Branch Manager
• Dispatchers & Drivers
• Fleet and Maintenance Teams
• Customer Service Team
• Compliance and Safety Team
• Customers and Key Account Contacts

• Experience in operations, dispatch, or transport coordination roles
• Strong understanding of transport compliance, Health and Safety at Work Act 2015, and Work Time / Log Book rules
• Ability to remain calm under pressure and make practical decisions quickly
• Excellent communication and interpersonal skills
• Strong Planning, analytical and reporting capability
• Comfortable using operational systems (e.g., TMS, GPS tracking, dispatch platforms)

• Experience managing investigations and compliance reporting
• Exposure to FMCG or temperature-controlled freight
• A positive, hands-on approach and willingness to step in wherever needed

• On-time delivery performance
• Operational issue resolution speed
• Driver and fleet utilisation
• Customer satisfaction feedback
• Contribution to safety and compliance metrics
• Adherence to process and reporting expectations

• Be a key operational leader in a business that values accountability and results
• Work in a fast-paced, customer-focused environment
• Opportunity to influence local operations and contribute to national service outcomes
• Supportive team culture with development opportunities