Schedule:

• 7 hours per day, in a shifting schedule
• 2 rest days per week

 

Our Purpose:

To unlock the full potential of a customer’s purchase by fulfilling the delivery promise.

 

Primary Purpose of the Position:

The purpose of the Customer Experience Officer position is to ensure the efficient, compliant, and cost-effective allocation, routing, and management of the Delivery Professional (DP) fleet and 3PL partners in line with client requirements and company strategy.

This includes optimizing fleet productivity through effective routing and rostering, maintaining strong communication and relationships with DPs and third-party providers, and ensuring service delivery meets key performance indicators and client expectations.

The position also plays a key role in financial oversight, safety, and compliance by monitoring fleet utilization, supporting fair work allocation, managing costs within delegation limits, and upholding company safety standards.

This will be a remote position wherein the individual will also perform existing CX responsibilities as the business requires.

Critical Accountabilities & Outcomes

1. Routing Optimisation & Allocation

- Conduct allocation in line with the National Allocation Strategy, ensuring maximum utilization and productivity of the Delivery Professional (DP) fleet to meet key performance indicators and financial obligations.

- Responsible for rostering the fleet based on client needs and workload volume, in collaboration with the DX team.

- Execute appropriate recovery processes for escalations.

- Ensure effective use of routing software and capacity management systems.

- Identify and implement process improvements that enhance routing efficiency.

- Participate in cross-client training and project work as required.

2. 3PL Coordination & Management

- Liaise with key 3PL providers to ensure freight job requests are actioned promptly.

- Document all job requests for tracking and auditing purposes.

- Communicate timely updates, issues, or changes with 3PL contacts.

- Support additional tasks related to 3PL operations as required.

3. Online Booking & Order Management

- Manage and process orders through client and 3PL online portals.

- Monitor booking statuses and ensure timely updates and confirmations.

- Troubleshoot booking issues and escalate as necessary.

- Maintain accurate records of all transactions.

4. Monitoring & Relationship Management

- Build supportive and professional relationships with the DP fleet.

- Collaborate with the DX team regarding DP performance.

- Escalate client or customer queries promptly.

- Manage communication with DPs via approved systems.

- Apply dispute resolution strategies to achieve positive outcomes.

- Ensure fair work allocation among DPs.

- Conduct reporting, administration, and client support activities as needed.

5. Financial Control

- Improve average deliveries per DP per day in line with allocation strategies.

- Authorize top-ups within the $100 daily limit based on delegated authority.

- Manage fleet operations in accordance with current volume requirements.

6. Customer Experience Support

- Serve as the first point of contact for client and customer enquiries via Zendesk or phone.

- Deliver accurate and timely resolutions according to CX KPIs.

7. Safety & Compliance

- Follow company safety policies and procedures.

- Identify and report hazards or incidents within the work environment.

- Ensure compliance with Chain of Responsibility (COR) principles.

- Escalate safety concerns promptly and appropriately.

- Stay familiar with all safety and wellbeing procedures.

 

Success Profile:

Experience & Knowledge

- 3–5 years of experience in a customer experience or service role, preferably in logistics or last-mile delivery.

- Proven ability to build positive relationships and enhance customer satisfaction.

- Demonstrated customer focus, self-motivation, and teamwork, ideally with remote team experience.

- Excellent verbal and written communication skills.

- Proficiency with CRM systems (Zendesk preferred), Microsoft Office tools, and freight management systems.

 

Attributes

- Strong teamwork and collaboration skills.

- Ability to manage multiple priorities effectively.

- Excellent time management and problem-solving abilities.

- High customer service orientation and professionalism.

- Analytical and detail-oriented approach.

 

Independent Contractor Perks: 

 

• HMO coverage for eligible locations
• Permanent work from home
• Immediate hiring
• Steady freelance job

 

Please note that since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their benefits and taxes. The professional fees are at hourly rates, and the rate depends on your performance in the application process.

 

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