Courier Operations Coordinator

SUMMARY:
Join a fast-paced last-mile operations environment where no two days are the same. Take ownership of shipment performance, solve operational challenges, work with drivers and 3PL partners and turn data into smarter, more efficient delivery operations.

POSITION INFO:
If you enjoy finding problems, fixing them and making sure they do not happen again, this could be the opportunity for you.

Responsibilities:

• Own the end-to-end exception management process, from missed collections and failed deliveries through to successful delivery or RTO.
• Conduct daily shipment and data checks to identify missed collections, stalled shipments, failed deliveries and tracking gaps before they become customer issues.
• Coordinate with drivers, customers and internal teams to resolve delivery exceptions, arrange re-attempts and ensure shipments remain within required timelines.
• Manage RTO processes, including authorisation, tracking, returns cage monitoring and confirmation of final receipt.
• Monitor and audit compliance with operational SOPs, identifying process gaps and escalating recurring or serious breaches.
• Analyse weekly exception trends to identify recurring failure points, problematic routes, customer data issues and opportunities for process improvement.
• Monitor 3PL shipment handovers, tracking events and delivery performance to ensure agreed service levels are consistently achieved.
• Manage 3PL exceptions, including delayed deliveries, failed attempts, lost or damaged shipments and RTOs, ensuring timely resolution and accurate documentation.
• Track and report on key performance indicators, including on-time delivery, first-attempt delivery, claims, exceptions and SLA performance.
• Reconcile monthly 3PL costs against bookings, agreed rates and surcharges, identifying discrepancies and potential margin risks.
• Maintain strong operational relationships with transport partners and provide regular performance and cost reporting to senior management.

• 3+ years of experience in last-mile, courier or e-commerce operations, with at least 1 year in an exception management, control tower or returns-focused role.
• Experience managing 3PL or courier partners, including shipment tracking, escalations and monitoring performance against agreed SLAs.
• Strong Excel or Google Sheets skills, including pivot tables, lookups and reconciling data across multiple sources.
• Comfortable working with dispatch, transport management and dashboard systems.
• Strong communication skills with the confidence to liaise professionally with drivers, merchants, customers and external service providers across phone, email and messaging platforms.
• Experience auditing courier invoices, including zones, volumetric weight, surcharges and other transport-related charges advantageous. 
• Basic experience with SQL, MongoDB or data visualisation tools such as Atlas Charts advantageous.