CSR - Logistics

The Customer Service Representative (Last Mile Logistics) is the primary point of contact for customers, drivers, carrier partners, and internal teams, ensuring the successful execution of last-mile deliveries. This role manages delivery inquiries, appointment scheduling, shipment tracking, and issue resolution while delivering exceptional customer service and meeting established service level agreements (SLAs), quality standards, and operational goals.

• Handle inbound and outbound customer communications via phone, email, and chat regarding delivery appointments, shipment status, delivery inquiries, and service requests.
• Schedule, confirm, modify, and reschedule delivery appointments while ensuring alignment with operational requirements.
• Monitor shipment status using Transportation Management Systems (TMS) and proactively communicate delivery updates, delays, and exceptions to customers.
• Coordinate with drivers, dispatch teams, carrier partners, warehouses, and internal stakeholders to ensure successful last-mile delivery execution.
• Investigate and resolve delivery-related issues, including missed deliveries, damaged shipments, incorrect addresses, appointment conflicts, and service disruptions.
• Process shipment updates, delivery changes, cancellations, and customer requests accurately within company systems.
• Maintain accurate documentation of customer interactions, shipment records, and case resolutions in CRM and logistics platforms.Escalate complex delivery exceptions and operational issues to the appropriate teams when necessary.
• Meet or exceed Service Level Agreements (SLAs), Customer Satisfaction (CSAT), First Contact Resolution (FCR), Quality Assurance (QA), and productivity targets.
• Collaborate with cross-functional teams to improve delivery performance, operational efficiency, and the overall customer experience. Participate in ongoing training, coaching, and continuous improvement initiatives.
• Uphold company policies, customer service standards, and compliance requirements in every interaction.

Benefits:

• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Application Question(s):

• We must fill this position urgently. Can you start immediately?
• Are you willing to work on a graveyard/night shift, including holidays and weekends?
• Do you have hands-on experience managing customer inquiries, delivery status tracking, and re-delivery arrangements during the final stage of supply chain operations?
• What's your expected monthly basic salary?

Work Location: In person