Delivery Experience Specialist

REMOTE STAFF, INC.; Philippines; Remote; PHP 276,000 - 496,000; Part time

Job summary

Remote Staff, INC. is seeking a Delivery Experience Specialist to be the primary contact for client retailers, customers, and carrier partners. The role targets delivering exceptional support with accuracy, urgency, and empathy to ensure smooth delivery operations and timely issue resolution.

The position emphasizes proactive communication, cross-functional collaboration, and a commitment to customer satisfaction in a remote, part-time setting with flexible scheduling.

Qualifications

• 2+ years in customer service, logistics support, or delivery ops.
• Experience with carrier partners, merchants, or e-commerce deliveries is a plus.
• Proficient with CRM/ticketing platforms (Zendesk, Freshdesk, Zoho, etc.).

Responsibilities

• Manage and resolve delivery-related concerns (uncollected, late, missing, reassigned, canceled).
• Handle Authority to Leave (ATL) queries per customer policies.
• Provide accurate information on delivery services offered.
• Update merchants and customers on shipment statuses across road and air channels.
• Assist with technical delivery issues by documenting, troubleshooting, and escalating.
• Liaise daily with Delivery Partnerships Manager and carriers to close issues.
• Maintain relationships with external partners for reliable service.
• Identify and resolve technical issues impacting delivery workflows.
• Document recurring problems and notify internal teams for action.
• Anticipate bottlenecks and propose preventative solutions.
• Provide feedback to improve processes and customer satisfaction.

Skills

Customer service

Logistics knowledge

Communication skills

CRM usage

Tools

Zendesk

Freshdesk

Zoho

Job description

Delivery Experience Specialist
Status:Remote | Part-Time (30 hours/week)
Schedule:Mon- Fri / Tue-Sat | 9:00 AM – 3:00 PM AEST

Why choose Remote Staff?

100% Work from Home. No office-based setups. Manage your time efficiently and enjoy work-life balance.
19 years in the remote work industry. We’ve helped more than 8K
Filipinos establish virtual careers with international clients since 2007
Competitive and negotiable compensation (depending on skill level & experience)
100% coverage on Government Contributions Remittance* to SSS, Philhealth and Pag-ibig. Traditional employment set-ups cover only 50%, while you shoulder the other half as a salary deduction.

Reminders

Applying to Remote Staff is 100% FREE
Processing your application is 100% FREE
We will NEVER ask for placement fees, bank details, GCcash accounts, training fees, reservation fees, or any form of payment

Role Objective

As a Delivery Experience Specialist, this role serves as the primary point of contact for the client's retail merchants, their customers, and carrier partners. The mission is to deliver exceptional customer support by addressing a full range of delivery-related issues with accuracy, urgency, and empathy. This role will play a critical role in ensuring smooth delivery operations, resolving issues promptly, and building trust with stakeholders by providing clear communication and proactive solutions.

Job Responsibilities

• Manage and resolve delivery-related concerns including uncollected, late, missing, reassigned, or cancelled deliveries.
• Handle “Authority to Leave” (ATL) queries and ensure compliance with customer preferences and policies.
• Provide customers with accurate information on the various delivery services offered.
• Proactively update merchants and customers on shipment statuses across road and air transport channels.
• Support merchants with delivery-related technical issues by documenting, troubleshooting, and escalating to internal teams as necessary.
• Liaise daily with the Delivery Partnerships Manager and carrier partners to follow up and close out outstanding delivery concerns.
• Maintain strong working relationships with external partners to ensure seamless issue resolution and service reliability.
• Identify, research, and resolve technical-related issues impacting delivery workflows.
• Document recurring problems and notify the appropriate internal teams for further action.
• Anticipate potential delivery challenges or bottlenecks and recommend solutions to prevent or minimize service disruption.
• Contribute feedback and insights to improve operational processes, delivery systems, and customer satisfaction.

Job Qualifications

• At least 2 years of experience in customer service, logistics support, or delivery operations.
• Prior experience working with carrier partners, retail merchants, or e-commerce delivery services is an advantage.
• Proficient in using CRM, ticketing, or customer service platforms (e.g., Zendesk, Freshdesk, Zoho, or similar).
• Strong knowledge of delivery processes and logistics workflows, including shipment tracking across road and air.
• Comfortable with documentation and reporting tools (MS Office/Google Workspace).
• Ability to troubleshoot and evade basic technical issues effectively.
• Excellent written and verbal communication skills, with the ability to explain complex issues clearly to customers, merchants, and partners.
• Strong problem-solving skills with a proactive and solution-oriented mindset.
• Skilled in handling escalations with empathy, patience, and professionalism.
• Highly organized, detail-oriented, and able to prioritize tasks in a fast-paced environment.
• Strong sense of accountability and ownership of customer issues from start to resolution.