Failed Deliveries Coordinator

Take ownership of delivery exceptions by tracking down delayed or unsuccessful orders, coordinating with internal teams and ensuring parcels reach the correct destination. Your role will be key in recovering stock, limiting losses and keeping customers satisfied.

• Monitor logistics systems to identify delayed or stalled orders and investigate the cause of delays.
• Resolve undelivered orders by liaising with drivers, customers and internal teams to address delivery barriers and arrange redelivery where required.
• Coordinate the return of undelivered goods to the relevant distribution hub or merchant, ensuring accurate physical and system tracking.
• Provide operational support to drivers by resolving delivery-related challenges and escalating issues where necessary.
• Communicate with relevant stakeholders regarding failed deliveries, delays and recurring operational issues.
• Maintain accurate records of undelivered orders, reasons for failed deliveries and resolution outcomes.
• Analyse delivery data to identify recurring issues, trends and opportunities to improve delivery performance.
• Track and report on key delivery metrics, including return rates, resolution times and successful recovery rates.

• Grade 12 Minimum 2 years experience within a courier, logistics, supply chain or high-volume e-commerce environment, with hands-on exposure to reverse logistics
• Proficiency in delivery management platforms and CRM systems
• Proficiency in Microsoft Excel, including Pivot Tables and VLOOKUPs
• Strong problem-solving and decision-making skills, with the ability to respond quickly while considering operational costs
• Comfortable managing multiple issues simultaneously in a high-pressure Control Centre environment
• Able to work shifts according to operational requirements, including evenings, weekends and public holidays where required