Delivery Experience Manager - Logistics CSR

HGS Offshore Staffing Solutions

Cebu City

On-site

PHP 360,000 - 480,000

Full time

4 days ago

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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.