Courier Operations Coordinator

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.