The 3PL Carrier Operations Coordinator is responsible for supporting the day‑to‑day management of third‑party carriers, with a primary focus on tracking and closing outstanding forward and reverse logistics cases. This role monitors shipment status, identifies orders that have not been fully closed, follows up with carriers and internal stakeholders, and drives issues through to resolution. The aim is to improve operational visibility, exception handling efficiency, and overall customer experience.
Responsibilities
* Forward Shipment Exception Tracking: Monitor forward orders handled by third‑party carriers and follow up on shipments that have not been completed as expected.
o Missing first scan / delayed first scan
o Tracking not updated
o Delivery exceptions
o Failed delivery attempts
o Delayed delivery
o Proof of delivery or status inconsistencies
o Orders operationally completed but not system closed
* Reverse Logistics Exception Tracking: Track reverse logistics and return orders that remain open or incomplete.
o Customer drop‑off completed but no further tracking movement
o Return parcel delayed in transit
o Return not received by warehouse within expected timeline
o Parcel received physically but not closed in system
o Return cases requiring confirmation before refund or further processing
* Exception Escalation and Follow‑up: Identify cases requiring escalation, such as repeated carrier delays, unresponsive carriers, suspected loss, damage, delivery disputes, or recurring service failures. Escalate issues in a timely manner and support the collection of relevant case details for further action.
* Daily Tracker and Data Maintenance: Maintain accurate logs and trackers for outstanding cases, including issue type, ageing, action taken, owner, latest status and closure result. Prepare regular reports or summaries on open cases, ageing exceptions and closure progress to support daily operational management.
* Cross‑functional Coordination: Work closely with Customer Experience, Warehouse, Transport, Retail, After‑sales and other relevant teams to align on shipment status, exception handling and closure outcome. Ensure information is communicated clearly and consistently to avoid duplicated effort or missed follow‑up.
* SOP Compliance and Process Improvement: Support following existing standard operating procedures for exception handling and case follow‑up. Provide feedback on recurring issues and process gaps, and support continuous improvement in carrier management, exception tracking and case closure processes.
Qualifications
* College diploma or higher; a degree in Logistics, Supply Chain, Business Administration, E‑commerce or a related field is preferred.
* Previous experience in logistics operations, carrier management, transport exception handling, after‑sales support or e‑commerce fulfilment is preferred.
* Strong sense of ownership and follow‑through, with the ability to keep chasing issues until closure.
* Good communication and coordination skills, with the ability to work effectively with both external carriers and internal teams.
* Detail‑oriented, with the ability to manage trackers, monitor status changes and handle a high volume of operational cases.
* Good Excel or spreadsheet skills for daily tracking and reporting.
* Able to work in a fast‑paced operational environment with a strong focus on timeliness and execution.
Preferred Qualifications
* Experience working with parcel carriers such as DPD, Royal Mail, Evri, UPS or DHL.
* Experience in forward delivery operations, reverse logistics or returns management.
* Familiarity with shipment milestones, tracking events and common transport exception scenarios.
Key Performance Indicators
* Timeliness of follow‑up on open forward cases.
* Timeliness of follow‑up on open reverse cases.
* Case closure rate.
* Number of overdue outstanding cases.
* Accuracy of case tracker and reporting.
* Escalation timeliness for critical carrier issues.
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