Last Mile Dispatch Coordinator E-commerce

Al Tayer Group; Dubai; On-site; AED 60,000 - 84,000; Full time

Job summary

Al Tayer Insignia is seeking a customer service professional to provide prompt information on deliveries and resolve issues in a fast-paced logistics environment. You will interact with customers by phone, coordinate with dispatch and stores, and ensure delivery terms are understood and executed.

The role emphasizes KPI achievement and quality service across GCC operations. Applicants should have a Diploma or Pre-University and 2-4 years of logistics experience.

Qualifications

• Diploma or Pre-University education required.
• 2-4 years of relevant experience in the logistics industry.

Responsibilities

• Handle customer calls and provide accurate information regarding products and deliveries.
• Coordinate with dispatch to ensure timely product dispatch and align with delivery schedule.
• Liaise with stores to understand delivery terms and ensure services during delivery.
• Address customer complaints and escalate appropriately to meet KPIs.
• Maintain timely response and escalation processes for accurate information delivery.
• Collect regular customer feedback and report trends to relevant departments.

Education

Diploma or Pre-University

Job description

Job Description

Job Purpose

To provide high quality customer service to clients by providing prompt responses to all queries, effective issue resolution and accurate information on all deliveries

Responsibilities

Functional Roles and Responsibilities

• Handle customer calls and provide them with the right information regarding the products and deliveries, Phone customers to set appointment for D&A 2 days prior to delivery and liaise with the delivery team to keep track of any late deliveries and phone up customers to inform the delays.
• Coordinate with the dispatch team to ensure products are dispatched as per the schedule
• Coordinate with the stores to understand the delivery terms & conditions of the products and ensure all the services are provided during the delivery
• Address all the customer complaints by directing to the right people or by providing the right information
• Adhere to service standards on response time for all queries raised or received and follow appropriate escalation process for timely and effective accurate receipt of information thereby achieving company and customer specified KPIs.
• Take regular feedback from the customers and to present to the different departments on complaints received, response time etc. maintain all delivery records and driver / customer feedback and elevate them to Sr. Customer Service Executive for appropriate action.
• Train & monitor the delivery team to ensure high level of customer satisfaction
• Maintain HSE practices in the working environment in order to minimize the opportunity of damage property and injury to self and colleagues. Pro-actively remind colleagues to behave in line with the HSE processes defined by the company.
• Review Operational processes from a risk management perspective; identify and qualify new areas of risks and elevate concerns to the HSE committee appointed by the company.

Qualifications

Education/Certification and Continued Education

• Diploma or Pre-University
  

Years of Experience

• 2-4 years relevant experience in logistics Industry

At Al Tayer Insignia, your career is more than a job - it's a journey into the heart of luxury retail. For over 40 years, we've partnered with the world's most iconic brands, creating award-winning retail experiences across our boutiques, department stores, and leading online platforms. With stores and outlets across the GCC and a truly seamless omnichannel presence, we bring style, innovation, and heritage together. Here, you'll join a diverse, customer obsessed, passionate team that celebrates creativity, values individuality, and empowers you to grow. Join us on our journey, reimagining fashion and redefining the meaning of luxury in the region.