CSR/Logistics

Lean Solutions Group; Taguig; On-site; PHP 279,000 - 502,000; Full time

Job summary

Lean Solutions Group (LSG) is seeking a Customer Service Representative for Last Mile Logistics to be the primary contact for customers, drivers, carrier partners, and internal teams, ensuring successful last-mile deliveries.

You will handle delivery inquiries, schedule appointments, monitor shipments with TMS, and coordinate with stakeholders to resolve issues while meeting SLAs and CSAT targets. This role offers exposure to global logistics processes in a dynamic, growth-oriented environment.

Qualifications

• At least 1 year of experience in customer service, contact center, logistics, transportation, supply chain, dispatch, or a customer-facing role.
• Experience supporting logistics, transportation, freight, courier, parcel, e-commerce, or last-mile delivery operations is highly preferred.
• Strong English verbal and written communication skills and excellent customer service.

Responsibilities

• Handle inbound/outbound customer communications via phone, email, and chat regarding delivery appointments and service requests.
• Schedule, confirm, modify, and reschedule delivery appointments while aligning with operations.
• Monitor shipment status using Transportation Management Systems (TMS) and communicate updates.
• Coordinate with drivers, dispatch teams, carrier partners, warehouses, and internal stakeholders to ensure delivery execution.
• Investigate and resolve delivery-related issues, including missed deliveries and incorrect addresses.
• Process shipment updates, delivery changes, and customer requests in company systems.
• Maintain accurate documentation of interactions and case resolutions in CRM/logistics platforms.
• Escalate complex issues to appropriate teams when necessary.
• Meet or exceed SLAs, CSAT, FCR, QA, and productivity targets.

Skills

Customer service

Communication

Multitasking

KPI driven

Attention to detail

Education

High School Diploma or equivalent

Job description

Join Our Team at Lean Solutions Group (LSG)!

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.

At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission:

Transform business challenges into lasting success through purpose-built teams, technology, and expertise.

Our Vision:

A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Position Description:

The Customer Service Representative (Last Mile Logistics) is the primary point of contact for customers, drivers, carrier partners, and internal teams, ensuring the successful execution of last-mile deliveries. This role manages delivery inquiries, appointment scheduling, shipment tracking, and issue resolution while delivering exceptional customer service and meeting established service level agreements (SLAs), quality standards, and operational goals.

What You Will Be Doing:

• Handle inbound and outbound customer communications via phone, email, and chat regarding delivery appointments, shipment status, delivery inquiries, and service requests.

• Schedule, confirm, modify, and reschedule delivery appointments while ensuring alignment with operational requirements.

• Monitor shipment status using Transportation Management Systems (TMS) and proactively communicate delivery updates, delays, and exceptions to customers.

• Coordinate with drivers, dispatch teams, carrier partners, warehouses, and internal stakeholders to ensure successful last-mile delivery execution.

• Investigate and resolve delivery-related issues, including missed deliveries, damaged shipments, incorrect addresses, appointment conflicts, and service disruptions.

• Process shipment updates, delivery changes, cancellations, and customer requests accurately within company systems.

• Maintain accurate documentation of customer interactions, shipment records, and case resolutions in CRM and logistics platforms.

• Escalate complex delivery exceptions and operational issues to the appropriate teams when necessary.

• Meet or exceed Service Level Agreements (SLAs), Customer Satisfaction (CSAT), First Contact Resolution (FCR), Quality Assurance (QA), and productivity targets.

• Collaborate with cross-functional teams to improve delivery performance, operational efficiency, and the overall customer experience. Participate in ongoing training, coaching, and continuous improvement initiatives.

• Uphold company policies, customer service standards, and compliance requirements in every interaction.

Required Skills & Experience (To excel in this role, you should possess):

• High School Graduate or Senior High School Graduate required; college education is an advantage.

• At least 1 year of experience in customer service, contact center, logistics, transportation, supply chain, dispatch, or a customer-facing role.

• Experience supporting logistics, transportation, freight, courier, parcel, e-commerce, or last-mile delivery operations is highly preferred.

• Strong English verbal and written communication skills. Excellent customer service, interpersonal, and relationship-building abilities.

• Strong analytical thinking, problem-solving, and decision-making skills. Ability to multitask and manage multiple customer cases simultaneously in a fast-paced, KPI-driven environment.

• Strong attention to detail and commitment to data accuracy.

• Willingness to work rotating shifts, weekends, holidays, and overtime as business requires

Nice to Have:

• Experience supporting U.S.-based logistics or transportation accounts.

• Familiarity with Transportation Management Systems (TMS), dispatch software, Salesforce, Zendesk, Freshdesk, or similar CRM platforms.

• Experience handling shipment tracking, appointment scheduling, delivery coordination, and customer issue resolution. Background in freight forwarding, trucking, 3PL, courier, parcel delivery, supply chain, or e-commerce logistics.

• Experience working in SLA-driven environments with performance metrics such as CSAT, QA, FCR, AHT, and productivity

Soft Skills

• Customer Focus (customer experience)

• Communication Skills (constant stakeholder coordination)

• Problem-Solving (delivery exceptions and issue resolution)

• Time Management & Multitasking (high-volume case handling)

• Ownership & Accountability (end-to-end case management and SLA adherence)