Core Competencies:

• Ethics. Works with integrity; Upholds organizational values.

• Dependability. Follows instructions and responds to management direction; results-oriented and committed to achieving objectives and tasks as required.

• Teamwork and Collaboration. Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively.

• Professionalism. Tactfully approaches others, reacts well under pressure, treats others respectfully, and is accountable for all actions and decisions.

• Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports the organization’s goals and values.

• Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

• Decision-Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results.

• Cognitive Ability. High intelligence, problem-solving/initiative, dependability, and ability to access and navigate relevant APIs.

Key Responsibilities

• Serve as the primary point of contact for drivers regarding delivery-related concerns, issues, and updates.
• Respond promptly to driver inquiries and provide appropriate solutions to delivery problems.
• Coordinate directly with customers to resolve delivery issues such as delays, incorrect addresses, scheduling concerns, access problems, or special delivery instructions.
• Communicate delivery updates and resolutions clearly and professionally to both drivers and customers.
• Monitor ongoing deliveries and proactively follow up on unresolved or time-sensitive concerns.
• Troubleshoot delivery issues and determine the appropriate next steps based on established procedures.
• Escalate complex or urgent delivery concerns to the appropriate team member or management when necessary.
• Maintain accurate records of driver concerns, customer communications, delivery issues, and resolutions.
• Coordinate with internal teams to ensure smooth delivery operations and timely issue resolution.
• Provide reliable coverage during weekday evening hours and weekends as required.

Qualifications

• Previous experience in dispatching, logistics, delivery operations, customer service, or virtual assistance is preferred.
• Excellent verbal and written English communication skills.
• Strong problem-solving and decision-making skills, particularly in handling urgent or unexpected situations.
• Strong coordination and organizational skills with the ability to manage multiple concerns simultaneously.
• Customer-service-oriented with the ability to communicate professionally with both drivers and customers.
• Ability to remain calm, responsive, and solution-focused in a fast-paced environment.
• Strong attention to detail and ability to maintain accurate documentation.
• Comfortable using communication, dispatch, CRM, or logistics management tools.
• Reliable internet connection and suitable remote work setup.
• Must be available to work weekday evenings and weekends based on the required coverage schedule.
• Experience working with delivery drivers, transportation companies, courier services, or last-mile logistics is an advantage.