Delivery Experience Specialist 16856

REMOTE STAFF, INC.; Makati; Presencial; PHP 450.000 - 650.000; Jornada completa

Descripción de la vacante

REMOTE STAFF, INC. is hiring a Delivery Experience Specialist to be the primary contact for clients, customers, and carrier partners. You will manage delivery-related issues with accuracy, urgency, and empathy to ensure smooth operations and trust with stakeholders.

The role requires 2+ years in customer service or logistics support, proficient CRM usage, and strong communication skills. You will collaborate with carrier partners and internal teams to resolve issues and improve delivery

Formación

• At least 2 years in customer service, logistics support, or delivery operations.
• Experience with carrier partners, retailers, or e-commerce delivery is a plus.
• Proficient with CRM and support platforms (e.g., Zendesk, Freshdesk, Zoho).
• Strong knowledge of delivery processes and tracking across road and air.
• Excellent written and verbal communication.

Responsabilidades

• Resolve delivery concerns including late, missing, or cancelled deliveries.
• Handle Authority to Leave (ATL) queries and policy compliance.
• Provide accurate information on the delivery services offered.
• Proactively update merchants and customers on shipment statuses.
• Troubleshoot and escalate technical delivery issues.
• Liaise with the Delivery Partnerships Manager and carrier partners.
• Maintain relationships with partners for reliability and issue resolution.
• Identify and resolve technical issues impacting delivery workflows.
• Document recurring problems and notify internal teams.
• Anticipate bottlenecks and propose preventive solutions.

Conocimientos

Customer service

Logistics support

Delivery operations

CRM platforms

Communication skills

Problem solving

Documentation & reporting

Herramientas

Zendesk

Freshdesk

Zoho

Descripción del empleo

About the role

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.

Key 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.

About you

• 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 elevate 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.