Delivery Experience Coordinator

Overview:

We are seeking to facilitate the smooth delivery of vending machines to our clients. This role involves close collaboration with operators and our shipping partner, 12PT, as well as alternative shipping providers when necessary.

Job Responsibilities

• Logistics Coordinator back up: Process delivery requests from vending operators, ensuring all relevant details are accurately recorded.
• Data Management: Maintain an Excel matrix or queue, ensuring clear communication of delivery details to all parties involved.
• Shipping Liaison: Act as the introduction to the shipping and delivery process, ensuring each first delivery is well-informed and expectations are aligned.
• Minimizing Delivery Failures: Work with operators and shipping partners to minimize the chances of unsuccessful machine deliveries. This involves proactive planning and problem-solving to address potential delivery challenges.
• Issue Resolution: Address damages at delivery and follow the claims process to quickly resolve and alleviate pain points.
• Process Optimization: Continually seek and improve more efficient collaboration methods between Naturals2go and 12PT to improve customer service and operational efficiency.
• Billing Management: Handle billing invoices with all shipping partners, guaranteeing accuracy and timeliness.
• Order Processing: Create purchase orders for any custom machine needing to be ordered (coffee, outdoor, etc.).
• Additional Tasks and Activities: assigned by supervisor. The above statements are intended to describe the general nature and level of work being performed by people assigned to this position.  They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required.  All staff may be required to perform duties outside of their normal responsibilities as needed.  The employee is expected to adhere to all company policies and procedures.

Qualifications

• Experience in customer service, with a focus on conflict resolution, or a similar role.
• Strong organizational skills, both verbal and written.
• Ability to work under pressure and meet strict deadlines.
• Detail-oriented with a strong problem-solving approach.
• Proficiency in Microsoft Excel

Core Competencies

• Service Skills: empathy, communication, adaptability, efficiency, relationship building, problem-solving, basic product knowledge.
• Documentation and Paperwork: Ability to handle shipping documentation accurately, including bills of landing, export/import documentation, customs forms, and insurance certificates.
• Communication Skills: Excellent verbal and written communication skills to liaise effectively with carriers, suppliers, customs officials, and internal stakeholders to resolve shipping issues and ensure clarity in logistics processes.
• Problem-solving Abilities: Strong problem-solving skills to address delivery challenges, such as damage, machines arriving not working promptly and effectively to minimize level of pain point in customer service.
• Customer Service Orientation: Customer Centric approach to address inquiries, resolve complaints, and provide proactive updates to customers regarding shipment status and delivery schedules.
• Time Management: Strong organization and time management skills to prioritize tasks, meet deadlines, and manage multiple shipments simultaneously in a fast-paced shipping environment.
• Risk Management: Understanding of risk factors in shipping operations, including inclement weather, geopolitical instability, and supply chain disruptions, and the ability to develop contingency plans to mitigate risks.
• Cross-functional Collaboration: Collaboration with cross-functional teams such as procurement, sales, and customer service to align shipping strategies with business objectives and ensure seamless coordination across departments.
• Adaptability: Flexibility to adapt to changing market conditions, customer requirements, and industry regulations while maintaining operational efficiencies and service quality.

These core competencies are essential for Delivery Conflict Resolution to effectively manage shipping operations and ensure customer satisfaction in a dynamic and competitive logistics environment.

Salary : $19 - $20