Logistics Escalations & Resolution Specialist

SPX Express; Manila; On-site; PHP 240,000 - 300,000; Full time

Job summary

SPX Express in the Philippines is seeking a detail-oriented Backend Logistics Specialist to manage escalations across our logistics network, from hubs to drop-off partners. You will check delivery issues reported by customers and review rider proof of attempts.

You will collaborate with Rider Operations, Facilities, and Customer Service to resolve cases, document findings, and ensure fair resolutions within defined service levels.

Qualifications

• Clear communicator and team player, especially in cross-functional coordination.
• Analytical mindset with a fair and objective approach to investigations.
• Comfortable using spreadsheets, dashboards, and case management tools.
• Good command of English language for synthesizing/case summaries.

Responsibilities

• Review customer complaints and validate rider delivery attempts using photos, system logs, and timestamps.
• Investigate delays or issues at key logistics points like sorting centers, drop-off partners, and hubs.
• Coordinate with Rider Operations, Facilities, and Customer Service teams to resolve and close cases.
• Document findings clearly and apply appropriate sanctions or corrective actions.
• Spot recurring issues and raise process gaps or improvements for investigation and follow-up.
• Ensure resolution within service levels and productivity requirements are met consistently.

Skills

Clear communicator

Analytical mindset

Cross-functional coordination

Spreadsheet literacy

Case management tools

Tools

Dashboards

MS Excel

Case management systems

Job description

SPX Express in the Philippines is seeking a detail-oriented Backend Logistics Specialist to manage escalations across our logistics network, from hubs to drop-off partners. You will check delivery issues reported by customers and review rider proof of attempts.

You will collaborate with Rider Operations, Facilities, and Customer Service to resolve cases, document findings, and ensure fair resolutions within defined service levels.