Schedule: 7 hours per day on a rotating schedule

Total weekly hours: 40 hours

 

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

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

This role 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 (KPIs) 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 delegated authority, and upholding company safety standards.

This is a remote position, and the individual will also perform existing Customer Experience (CX) responsibilities as business needs require.

 

Critical Accountabilities & Outcomes

1. Routing Optimisation & Allocation

• Conduct allocation in line with the National Allocation Strategy to ensure maximum utilization and productivity of the DP fleet, meeting KPIs and financial obligations.

• Responsible for fleet rostering 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 to 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 to 3PL contacts.

• Support additional 3PL-related operational tasks 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 when necessary.

• Maintain accurate and complete 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 DP communications using approved systems.

• Apply dispute resolution strategies to achieve positive outcomes.

• Ensure fair and equitable work allocation among DPs.

• Conduct reporting, administrative, and client support activities as required.

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

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

• Deliver accurate and timely resolutions in line with CX KPIs.

7. Safety & Compliance

• Adhere to company safety policies and procedures.

• Identify and report workplace hazards or incidents.

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

• Escalate safety concerns promptly and appropriately.

• Maintain familiarity with all safety and wellbeing procedures.

 

Experience & Knowledge

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

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

• Demonstrated customer focus, self-motivation, and teamwork skills, ideally with experience working remotely.

• Excellent verbal and written communication skills.

• Proficiency in CRM systems (Zendesk preferred), Microsoft Office, and freight management systems.

Attributes

• Strong collaboration and teamwork skills.

• Ability to manage multiple priorities effectively.

• Excellent time management and problem-solving abilities.

• High level of professionalism and customer service orientation.

• Analytical, detail-oriented mindset.

 

Independent Contractor Perks

• Health insurance (available in eligible locations)

• Permanent work-from-home arrangement

• Immediate hiring