Failed Deliveries Coordinator

Switch Recruit (Pty) Ltd; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Switch Recruit (Pty) Ltd in Cape Town seeks a Failed Delivery Coordinator to own delivery exceptions, track delayed orders and coordinate with drivers and customers to recover stock. You will limit losses and maintain customer satisfaction while coordinating with internal teams to ensure parcels reach correct destinations.

The role requires experience in courier/logistics, strong Excel skills and proficiency with CRM systems, with shifts including evenings and weekends as needed.

Qualifications

• 2+ years in courier, logistics or high-volume e-commerce with reverse logistics exposure.
• Proficient with delivery management platforms and CRM systems.
• Advanced Excel skills including Pivot Tables and VLOOKUP.
• Strong problem-solving and quick decision-making while considering costs.
• Able to manage multiple issues in a high-pressure control centre.

Responsibilities

• Monitor logistics systems to identify delays and investigate causes.
• Resolve undelivered orders by liaising with drivers, customers and internal teams.
• Coordinate return of undelivered goods to distribution hub with accurate tracking.
• Support drivers by resolving delivery-related challenges and escalate when needed.
• Communicate with stakeholders about failed deliveries and recurring issues.
• Maintain records of undelivered orders, reasons and resolutions.
• Analyse delivery data to identify trends and improvement opportunities.
• Track and report key delivery metrics like return rates and resolution times.

Skills

Delivery management platforms

CRM systems

Microsoft Excel

Pivot Tables

VLOOKUPs

Problem solving

Fast decision making

Multitasking under pressure

Education

Grade 12

Tools

Delivery management platforms

CRM systems

Microsoft Excel

Pivot Tables

VLOOKUP

Job description

Join a fast-paced courier environment as a Failed Delivery Coordinator, where you’ll play a key role in keeping deliveries moving and ensuring nothing gets lost in the process. Take ownership of delivery exceptions by tracking down delayed or unsuccessful orders, coordinating with internal teams and ensuring parcels reach the correct destination. Your role will be key in recovering stock, limiting losses and keeping customers satisfied.

Responsibilities

• Monitor logistics systems to identify delayed or stalled orders and investigate the cause of delays.
• Resolve undelivered orders by liaising with drivers, customers and internal teams to address delivery barriers and arrange redelivery where required.
• Coordinate the return of undelivered goods to the relevant distribution hub or merchant, ensuring accurate physical and system tracking.
• Provide operational support to drivers by resolving delivery-related challenges and escalating issues where necessary.
• Communicate with relevant stakeholders regarding failed deliveries, delays and recurring operational issues.
• Maintain accurate records of undelivered orders, reasons for failed deliveries and resolution outcomes.
• Analyse delivery data to identify recurring issues, trends and opportunities to improve delivery performance.
• Track and report on key delivery metrics, including return rates, resolution times and successful recovery rates.

Requirements

• Grade 12
• Minimum 2 years’ experience within a courier, logistics, supply chain or high-volume e-commerce environment, with hands-on exposure to reverse logistics
• Proficiency in delivery management platforms and CRM systems
• Proficiency in Microsoft Excel, including Pivot Tables and VLOOKUPs
• Strong problem-solving and decision‑making skills, with the ability to respond quickly while considering operational costs
• Comfortable managing multiple issues simultaneously in a high‑pressure Control Centre environment
• Able to work shifts according to operational requirements, including evenings, weekends and public holidays where required