Delivery Exception Message Assistant

Hrstalentsolutions; Gladstone Regional; Remote; AUD 64,000 - 68,000; Full time

Job summary

Hrstalentsolutions is seeking a Delivery Exception Message Assistant to handle written communications for customer-service related to delivery issues. This remote, full-time role relies on order records and approved carrier updates to provide accurate status updates and clear next steps to customers.

You will review orders, acknowledge reports, collect required details, and route issues to the appropriate team.

Qualifications

• Experience with customer service, office administration, email support, or order records is useful but not required.
• Introductory candidate with good judgment can learn the systems.

Responsibilities

• Review assigned delivery exceptions in a web-based order queue.
• Compare the latest approved carrier update with the customer's question.
• Send a clear email about confirmed status and available next steps.
• Record a customer's corrected contact or delivery information for review.
• Refer lost, disputed, or damaged deliveries to the designated specialist.
• Update the case with message history and pending actions.
• Avoid duplicate replies when another team member already contacted the customer.
• Flag a time-sensitive change without independently promising a delivery date.

Skills

Customer service

Office administration

Email support

Order records

Job description

Delivery Exception Message Assistant

Customer Service • Delivery Exceptions • Remote

Full-time
Pay: 64,480–67,600 per year

When a delivery does not follow the expected path

An order may be delayed, marked for review, or returned to a carrier facility. Customers want to know what is happening, and the operations team needs accurate information about any new instructions. The Delivery Exception Message Assistant handles the written side of that exchange. This remote job uses online order records and approved status updates to answer routine questions. Decisions about carrier claims, reshipments, and refunds belong to authorized colleagues.

A customer might report that a delivery notice was left at the wrong address. You would read the order and tracking information available in the employer's system, acknowledge the report, capture the details needed by the delivery team, and refer the issue. You should not tell the customer that the parcel has been found unless that fact has been confirmed. If a new status arrives, use the latest approved information and note the time of the update. The order history should show what the customer was told and what action was requested next.

The role brings customer service and office administration together. You must write empathetically without creating a promise that the company cannot keep. If the issue involves a sensitive address or personal data, use the designated secure channel. The best handoff names the affected order, the exception type, any customer response, and the team's current owner. It should never force a colleague to reconstruct the problem from fragments.

A carrier update, a customer's message and the order record may not all describe the same delivery state. Start with the approved status source and note the discrepancy before sending a response. If a parcel is shown as returned or delayed, explain only the options the fulfilment team has confirmed. Do not promise a refund, replacement or arrival date from an uncertain scan. Attach the latest information to the right order so a colleague can continue the case and the customer does not receive conflicting updates from two queues.

Day-to-day responsibilities

• Review assigned delivery exceptions in a web-based order queue.
• Compare the latest approved carrier update with the customer's question.
• Send a clear email about confirmed status and available next steps.
• Record a customer's corrected contact or delivery information for review.
• Refer lost, disputed, or damaged deliveries to the designated specialist.
• Update the case with message history and pending actions.
• Avoid duplicate replies when another team member already contacted the customer.
• Flag a time-sensitive change without independently promising a delivery date.

You do not need a logistics background. Experience with customer service, office administration, email support, or order records is useful but not required. The company will train you on its order statuses, carrier information, privacy rules, and escalation process. You should be comfortable reading several sources and stating only what they support. An introductory candidate with good judgment can learn the systems.

The position is remote, and the specific opening is full-time. A home office or comparable private workspace is appropriate for customer details.

A delivery note should answer

• Which order and item are affected?
• What status is confirmed by the latest source?
• Has the customer already received a reply?
• Did the customer supply a new instruction?
• Who owns the next action?
• Is the promised follow-up date verified?

When to refer immediately

• A customer reports another person's parcel or private address.
• A charge or refund is being disputed.
• A damaged item requires a formal claim.
• An apparent delivery scan conflicts with the customer's report.
• The available tracking is too old to support a confident answer.
• An unusual request falls outside the approved script.

The team will provide its carrier and escalation rules. Your contribution is a clear, current history, including the customer's own description where it matters.

To be considered

Describe any instance where you kept someone informed while a problem was being investigated. It can come from paid work, volunteer activity, or another responsible setting. The hiring team will value honest communication and organized notes over knowledge of one carrier. The employer will share its specific delivery procedures with advancing candidates.