CSR - Logistics (Morning Shift, On-site)

HGS Offshore Staffing Solutions; Cebu City; On-site; PHP 360,000 - 480,000; Full time

Job summary

HGS Offshore Staffing Solutions is seeking a delivery coordination specialist in the Philippines (Cebu City) to manage inbound cases, proactively book deliveries, and coordinate with clients, care consultants, and delivery partners. You will triage internal queries and keep Salesforce and the TMS up to date.

Requirements include at least 2 years in contact centres or logistics coordination, Salesforce experience, and excellent English communication.

Qualifications

• At least 2 years in contact centres, customer service, or delivery/logistics coordination.
• Experience with Salesforce or similar CRM/case management system.
• Experience with a TMS or carrier portals is highly regarded.
• Ability to outbound call clients and coordinate delivery bookings.
• Excellent written and spoken English, professional and empathetic communication.

Responsibilities

• Manage inbound delivery cases in Salesforce queue and respond promptly.
• Proactively book deliveries by phone and email with clients.
• Coordinate with internal teams via Slack and maintain records.
• Provide updates to clients and delivery partners with clarity.
• Handle escalations and resolve issues through to resolution.
• Update Transport Management System (TMS) with pickups, redeliveries, and changes.
• Follow up on delivery issues, including failed deliveries and missing items.
• Maintain accurate case notes and client correspondence in Salesforce and TMS.
• Collaborate with Australian-based delivery team and other internal teams.

Skills

Salesforce familiarity

Outbound calling

English communication

CRM/case management

TMS familiarity

Tools

Salesforce

TMS

Job description

To deliver a seamless delivery experience for the client by managing inbound delivery cases, proactively booking deliveries and services, and coordinating between clients, Customer Care consultants, and delivery partners to ensure every enquiry is resolved quickly, professionally, and accurately.

Position Details

The main responsibilities of your role include:

• Manage Inbound Cases: Manage the delivery team's inbound Salesforce case queue, ensuring every case is actioned within agreed timeframes and responses are provided promptly, professionally, and accurately.

• Proactively Book Deliveries: Contact clients by phone and email to secure delivery bookings, including agreed attendance days for high-value white-glove deliveries and unpacking services.

• Manage Internal Queries: Maintain the internal Slack query tracker by triaging, actioning, and closing queries to ensure nothing is left unanswered.

• Coordinate with Delivery Partners: Liaise with delivery partners and provide clear, accurate updates to internal teams or directly to clients, as required.

• Handle Escalations: Respond promptly to escalations where relevant, taking ownership through to resolution and keeping stakeholders informed.

• Maintain Transport Management Records: Update the Transport Management System (TMS) with pickups, redeliveries, and booking changes, keeping clients informed at every step.

• Resolve Delivery Issues: Follow up on and resolve delivery and freight issues, including failed deliveries, damaged goods, and missing items. Escalate matters to delivery partners or the relevant internal team when necessary.

• Maintain Accurate Records: Keep case notes and client correspondence up to date in Salesforce and the TMS to ensure a complete and accessible history.

• Collaborate with Internal Teams: Maintain open communication with the Australian-based delivery team, Customer Care, Operations, Logistics, and Supply Chain Technology teams to resolve client issues collaboratively.

Experience & Qualifications

• At least 2 years of experience in contact centres, customer service, or delivery and logistics coordination, ideally supporting an Australian or international retail or e-commerce business.

• Experience using Salesforce or a similar CRM/case management system. Experience with a TMS or carrier portals is highly regarded.

• Confidence in making outbound calls and coordinating delivery booking times with clients.

• Excellent written and spoken English, with a professional and empathetic communication style.

• Ability to work on-site in 1 Nito, following AU working hours