Last-Mile Operations Lead: Exceptions & 3PL Performance

Switch Recruit (Pty) Ltd; Gauteng; On-site; ZAR 480,000 - 720,000; Full time

Job summary

Switch Recruit (Pty) Ltd in Gauteng seeks an operations professional to own end-to-end exception management for last-mile deliveries. You will coordinate with drivers, customers and 3PL partners, resolve delivery issues, and ensure shipments meet timelines.

Daily data checks and KPI reporting drive continuous improvements. The role emphasizes problem solving, strong Excel/Sheets capabilities, and collaboration across dispatch, TMS systems and data platforms to optimise delivery performance and

Qualifications

• 3+ years in last-mile, courier or e-commerce ops with at least 1 year in exception management or returns-focused role.
• Experience managing 3PL or courier partners with tracking and SLA monitoring.
• Strong Excel/Sheets skills including pivots, lookups and reconciliation.
• Comfort with dispatch, transport management and dashboard systems.
• Excellent written and verbal communication with drivers, merchants and customers.
• Exposure to courier invoice auditing (zones, surcharges) is advantageous.
• Basic knowledge of SQL, MongoDB or data viz tools is beneficial.

Responsibilities

• Own end-to-end exception management from missed collections to final delivery or RTO.
• Perform daily shipment and data checks to identify issues before customers are affected.
• Coordinate with drivers, customers and teams to resolve exceptions and re-attempts.
• Manage RTO processes including tracking and final receipt confirmation.
• Audit adherence to SOPs and escalate recurring breaches.
• Analyse exception trends to identify root causes and improvements.
• Monitor 3PL handovers, tracking events and delivery performance against SLAs.
• Handle 3PL exceptions and ensure timely resolution and documentation.
• Track and report on KPIs like on-time delivery, first-attempt, and costs.
• Reconcile monthly 3PL costs against bookings and surcharges.

Skills

Excel/Sheets

Data analysis

Communication

Attention to detail

Problem solving

Tools

Pivot tables

SQL

MongoDB

Atlas Charts

Dispatch/TMS systems

Job description

Switch Recruit (Pty) Ltd in Gauteng seeks an operations professional to own end-to-end exception management for last-mile deliveries. You will coordinate with drivers, customers and 3PL partners, resolve delivery issues, and ensure shipments meet timelines.

Daily data checks and KPI reporting drive continuous improvements. The role emphasizes problem solving, strong Excel/Sheets capabilities, and collaboration across dispatch, TMS systems and data platforms to optimise delivery performance and