Courier Operations Support
Courier Operations Support
Location: Remote (Philippines)Employment Type: Full-Time
About the Role
We are seeking a proactive and detail-oriented Courier Operations Support Specialist to support a rapidly growing shipping and logistics network. This role is responsible for monitoring courier operations, managing shipment exceptions, coordinating with carriers and internal stakeholders, and ensuring a seamless delivery experience for customers and partners.
The ideal candidate has experience in courier operations, logistics, carrier management, and escalation handling within a high-volume environment. This is an opportunity to join a growing offshore operations team and help build scalable processes that support continued business expansion.
Key Responsibilities- Monitor courier operations across the delivery network and proactively identify shipment issues.
- Manage and resolve courier exceptions, delivery delays, lost shipments, and operational escalations.
- Conduct end-to-end investigations involving multiple carriers and stakeholders to determine root causes and drive resolution.
- Act as the primary escalation point for courier-related issues raised by customer support teams.
- Coordinate with carriers, 3PL providers, and internal operational teams to ensure timely issue resolution.
- Track and maintain operational KPIs, including SLA compliance, first-contact resolution, and customer satisfaction metrics.
- Develop and maintain internal documentation, SOPs, escalation pathways, and operational processes.
- Prepare operational reports and monitor performance dashboards to identify trends and improvement opportunities.
- Liaise with onshore operations teams and cross-functional partners to support daily courier operations.
- Support continuous improvement initiatives and contribute to the development of scalable operational workflows.
- Participate in building and refining offshore operational support processes during the pioneer phase of the team.
Required Skills & Experience
Must-Have- Experience in Courier Operations, Logistics, Supply Chain Support, or Transportation Operations.
- Strong background in Exception & Escalation Management, including complex courier investigations and root-cause analysis.
- Experience coordinating with carriers, courier networks, or logistics partners.
- Ability to work effectively in high-volume, fast-paced operational environments.
- Excellent stakeholder management and communication skills.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Experience working with operational KPIs, SLAs, and performance metrics.
- Experience with Carrier Management and 3PL Coordination.
- Familiarity with logistics management systems and carrier portals.
- Strong data literacy and experience using operational reporting tools and dashboards.
- Experience supporting technology-driven logistics or e-commerce fulfillment networks.
- Exposure to process improvement initiatives and operational workflow design.
- Logistics Management Systems (LMS)
- Carrier Portals
- CRM Platforms
- Operational Reporting Tools
- Performance Dashboards
- Microsoft Excel / Google Sheets
- Data Analysis & Reporting Platforms
- Builder mindset with the ability to thrive in a growing and evolving environment.
- Strong sense of ownership and accountability.
- Decisive and action-oriented problem solver.
- Detail-oriented with excellent organizational skills.
- Comfortable collaborating with stakeholders across multiple time zones.
- Passion for delivering exceptional operational support and customer outcomes.
- SLA Compliance
- Resolution Time
- First Contact Resolution Rate
- Escalation Resolution Quality
- Customer Satisfaction (CSAT)
- Operational Efficiency Improvements
- Documentation Accuracy and Process Adherence
This role is ideal for candidates coming from courier providers, freight forwarding businesses, logistics operators, e-commerce logistics firms, 3PL providers, transportation support environments, or operations-focused customer escalation teams.