Job Description
Position Summary: The Final Mile Logistics Customer Service Coordinator is responsible for managing and ensuring smooth delivery experiences for customers by coordinating and overseeing the final stages of product deliveries. This role involves working closely with logistics teams, delivery drivers, vendors, and customers to troubleshoot issues, track orders, and ensure timely and accurate deliveries. The ideal candidate will have strong organizational skills, an ability to handle high volumes of communication, and a commitment to providing excellent customer service.
Key Responsibilities: - Customer Interaction: Serve as the primary point of contact for customers regarding final mile delivery inquiries, providing real-time support and updates.
- Order Tracking & Monitoring: Track shipments and delivery statuses to ensure timely and successful deliveries; proactively communicate any delays or issues.
- Issue Resolution: Address and resolve customer issues related to delivery, including handling missed or delayed deliveries, damaged items, and customer complaints.
- Vendor Coordination: Coordinate with third-party logistics providers and delivery partners to manage delivery schedules and resolve logistical challenges.
- Documentation & Reporting: Maintain accurate records of delivery details, issues, and resolutions; generate reports on delivery success rates, issue occurrences, and other KPIs.
- Process Improvement: Identify areas for process optimization and work with team members and management to implement solutions that improve customer satisfaction and delivery efficiency.
- Communication: Effectively communicate updates on delivery status, service changes, and other relevant information to customers and internal stakeholders.
Qualifications: - Education: Bachelor’s degree in Logistics, Business, or a related field preferred (or equivalent experience).
- Experience: Minimum 2 years in a customer service role within logistics, transportation, or supply chain, with final mile experience strongly preferred.
- Skills: Bilingual – French as native language. Strong organizational and multitasking abilities.Excellent written and verbal communication skills.Problem-solving skills with a customer-first approach.Proficiency in logistics software and CRM systems, preferably Salesforce.Ability to work collaboratively across teams and departments.
- Availability: Willingness to work flexible hours, including weekends or evenings, if necessary, to support customer needs.
Job Tags
Flexible hours, Afternoon shift,