Courier Operations Coordinator

Switch Recruit; Midrand; On-site; ZAR 260,000 - 360,000; Full time

Job summary

Switch Recruit in Midrand is seeking a logistics professional to own the end-to-end exception management process, from missed collections to successful delivery or RTO. You will coordinate with drivers, customers and internal teams, monitor KPI performance, and drive continuous improvements in 3PL partnerships and cost reporting.

The role requires 3+ years in last-mile ops, strong Excel skills, and the ability to communicate clearly across platforms.

Qualifications

• 3+ years in last-mile, courier or e-commerce ops with at least 1 year in an exception management/returns-focused role.
• Experience managing 3PL or courier partners, with tracking, escalations and SLA performance.
• Strong Excel or Google Sheets skills, including pivot tables, lookups and reconciling data across sources.
• Comfortable working with dispatch, transport management and dashboard systems.
• Strong communication skills with drivers, merchants, customers and providers.
• Experience auditing courier invoices including zones, volumetric weight, surcharges.
• Basic experience with SQL, MongoDB or data visualisation tools (Atlas Charts) advantageous.

Responsibilities

• Own the end-to-end exception management process from missed collections to successful delivery or RTO.
• Conduct daily shipment and data checks to identify missed collections and tracking gaps.
• Coordinate with drivers, customers and internal teams to resolve delivery exceptions and re-attempts.
• Manage RTO processes, including authorisation, tracking and final receipt confirmation.
• Monitor compliance with SOPs and escalate recurring breaches.
• Analyse weekly exception trends to identify improvement opportunities.
• Monitor 3PL handovers and delivery performance to meet service levels.
• Manage 3PL exceptions, including delays, failed attempts and damaged shipments.
• Track and report on KPIs such as on-time delivery, first-attempt delivery and SLA performance.
• Reconcile monthly 3PL costs against bookings and rates, flagging discrepancies.

Tools

SQL

MongoDB

Atlas Charts

Excel/Google Sheets

Dispatch systems

3PL/ Courier coordination

Data reconciliation

Dashboards

Job description

If you enjoy finding problems, fixing them and making sure they do not happen again, this could be the opportunity for you.

Responsibilities:

• Own the end-to-end exception management process, from missed collections and failed deliveries through to successful delivery or RTO.
• Conduct daily shipment and data checks to identify missed collections, stalled shipments, failed deliveries and tracking gaps before they become customer issues.
• Coordinate with drivers, customers and internal teams to resolve delivery exceptions, arrange re-attempts and ensure shipments remain within required timelines.
• Manage RTO processes, including authorisation, tracking, returns cage monitoring and confirmation of final receipt.
• Monitor and audit compliance with operational SOPs, identifying process gaps and escalating recurring or serious breaches.
• Analyse weekly exception trends to identify recurring failure points, problematic routes, customer data issues and opportunities for process improvement.
• Monitor 3PL shipment handovers, tracking events and delivery performance to ensure agreed service levels are consistently achieved.
• Manage 3PL exceptions, including delayed deliveries, failed attempts, lost or damaged shipments and RTOs, ensuring timely resolution and accurate documentation.
• Track and report on key performance indicators, including on-time delivery, first-attempt delivery, claims, exceptions and SLA performance.
• Reconcile monthly 3PL costs against bookings, agreed rates and surcharges, identifying discrepancies and potential margin risks.
• Maintain strong operational relationships with transport partners and provide regular performance and cost reporting to senior management.

Requirements:

• 3+ years of experience in last-mile, courier or e-commerce operations, with at least 1 year in an exception management, control tower or returns-focused role.
• Experience managing 3PL or courier partners, including shipment tracking, escalations and monitoring performance against agreed SLAs.
• Strong Excel or Google Sheets skills, including pivot tables, lookups and reconciling data across multiple sources.
• Comfortable working with dispatch, transport management and dashboard systems.
• Strong communication skills with the confidence to liaise professionally with drivers, merchants, customers and external service providers across phone, email and messaging platforms.
• Experience auditing courier invoices, including zones, volumetric weight, surcharges and other transport-related charges advantageous.
• Basic experience with SQL, MongoDB or data visualisation tools such as Atlas Charts advantageous.