Customer Service Specialist – Last Mile Logistics

About the role

You will be the key point of contact for customers regarding their last-mile delivery inquiries, concerns, and resolutions, directly impacting customer satisfaction and retention. This role is essential to maintaining our reputation for reliability and professionalism in the competitive automotive parts industry.

1. Handle incoming customer enquiries and complaints related to last-mile logistics, delivery schedules, and package status via phone, email, and chat channels
2. Provide accurate, timely updates on delivery progress and coordinate with logistics partners to resolve delivery issues
3. Document and track customer complaints and delivery problems in the designated systems, ensuring thorough record-keeping
4. Liaise between customers and delivery teams to arrange alternative delivery times, re-deliveries, or special handling instructions
5. Resolve shipping discrepancies, damaged goods claims, and lost package investigations with professionalism and efficiency
6. Follow up with customers post-delivery to confirm satisfaction and address any concerns
7. Monitor delivery performance metrics and identify trends to provide feedback to logistics management
8. Maintain detailed knowledge of delivery policies, procedures, and service offerings to provide accurate information
9. Process refunds or compensation requests in accordance with company policy
10. Contribute to team efforts by supporting colleagues and maintaining a collaborative work environment

1. High school diploma or equivalent; college degree is advantageous
2. Proven experience in customer service, preferably in logistics, e-commerce, or delivery operations
3. Strong communication skills with the ability to explain complex logistics information clearly and empathetically
4. Patient and professional demeanor when handling difficult or upset customers
5. Proficiency in using customer service software, ticketing systems, and basic computer applications
6. Excellent organisational and multitasking abilities to manage multiple customer enquiries simultaneously
7. Problem-solving mindset with the ability to take initiative and make decisions within company guidelines
8. Attention to detail and accuracy in data entry and record documentation
9. Reliability and punctuality with a strong commitment to meeting service level agreements
10. Fluency in English and Filipino (Tagalog); additional language skills are a plus
11. Familiarity with the automotive industry or logistics operations is desirable but not essential

1. Competitive salary and performance-based incentives
2. Comprehensive health and wellness benefits package
3. Opportunities for career development and advancement within the customer service and logistics teams
4. Ongoing training and upskilling programmes to enhance your professional capabilities
5. Collaborative and supportive work environment with a motivated team
6. Flexible leave policies and work-life balance initiatives
7. Staff discounts on automotive parts and accessories
8. Stable employment with a reputable, established company in the automotive sector