Customer Service Delivery Support Coordinator - Operational Excellence

Job Overview

The role involves overseeing and ensuring smooth daily dispatch operations for drivers, managing pickups, handling order processing and resolving shipment issues. You'll engage with internal teams, customers, suppliers, and logistics partners to deliver high-quality service and timely responses to inquiries.

Key Responsibilities

• Monitor and ensure daily job dispatch for drivers is executed properly
• Manage daily allocation of pickups to drivers efficiently
• Process order requests and resolve problems related to shipments
• Communicate with internal stakeholders regarding seller or buyer concerns
• Coordinate with customers, suppliers, and logistics partners to maintain excellent customer service
• Respond to and follow up on customer inquiries related to missing or delayed deliveries
• Provide timely replies to inquiries and support tickets as per the stipulated timelines
• Verify proof of delivery in line with Standard Operating Procedures
• Generate reports and insights for the Operational Excellence team
• Support the Operational Return Team with additional ad hoc responsibilities

Qualifications and Requirements

• At least 3 years of experience in customer service support
• Proficient in Microsoft Office applications
• Calm and skilled at handling conflicts effectively
• Highly responsible, disciplined, and detail-oriented
• Strong interpersonal abilities and excellent communication skills
• Preferably experienced in managing delivery-related customer inquiries