Logistics Coordinator AU IT Services Hybrid

Schedule: Monday to Friday (06:00 AM-03:00 PM PHT)

Responsibilities & Accountabilities

Service Coordination & Scheduling

• Prioritise and monitor logged service calls to suitably skilled Customer Service Representatives, ensuring alignment with contracted response times and client expectations
• Provide accurate ETA advice to customers and Customer Care Representatives; manage complaints diplomatically and efficiently
• Review logged calls for appropriate escalation; provide feedback to Customer Care Centre (CSC) Team Leaders
• Identify telephone fix opportunities; take action and update CSC Team Leaders accordingly
• Clear service calls and record all required information in the system, including meter readings and used parts
• Ensure compliance with all reporting requirements is expedient and accurate
  
  

• Deliver quality and service standards as applicable
• Communicate promptly with customers regarding any issues impacting agreed deliverables via phone, email, etc.
• Foster positive customer relations using tact, professionalism, and discretion
• Handle customer complaints effectively to maintain high customer satisfaction
• Keep Team Management informed of any customer issues or improvement opportunities
  
  

• Maintain accurate inventory records beyond warehouse sites and coordinate incident resolution within supply chain operations
• Ensure supply incidents are logged for any failures to meet requirements
• Manage emergency orders and requests such as spare part cannibalisation
• Execute scheduled daily, weekly, and monthly supply chain tasks
• Support continuous improvement initiatives within the Field Logistics and CSO teams
• Collaborate closely with third-party logistics providers (3PLs) to facilitate efficient nationwide inventory movement
  
  

• Exceptional communication skills, both verbal and written
• Strong ability to build and maintain relationships with internal teams, customers, and external partners
• Proficient in managing high volumes of communication (calls, emails, messages) in a fast-paced environment
• Ability to listen actively, ask relevant questions, and identify root causes for escalation
• Self-motivated and able to work independently with strong time management and prioritisation skills
• Procedural and detail-oriented mindset with a focus on continuous growth and process improvement
• Keen ability to recognise opportunities to enhance or improve efficiency and customer experience
• Willingness and capability to work flexibly across different time zones to support global team interactions and customer needs
• Strong organisational skills – capable of managing tasks, priorities, and deadlines autonomously, ensuring accountability despite physical distance
  
  

• Minimum 2+ years’ experience in fast-paced customer service, technical support, or logistics coordination environments
• Proven experience managing end-to-end field logistics or transport and warehouse operations
• Strong proficiency with multiple ERP systems, preferably Microsoft Dynamics 365 (D365), Aurora, APIs, FXSmart, or similar platforms
• Skilled in GPS tracking, Proof of Delivery (POD) systems, and delivery performance monitoring
• Experience in call centre operations, handling escalations and customer interactions professionally
• Inventory control, stocktake coordination, and cycle counting experience with high attention to accuracy
• Technical troubleshooting and problem-solving skills; ability to provide on-the-spot advice or appropriately escalate issues
• Intermediate to advanced proficiency in Microsoft Office applications
• Familiarity with Lean, Six Sigma, or other continuous improvement methodologies is an asset
• Knowledge of Australia’s supply chain geography preferable
  
  

• Hybrid (2x days/week, Onsite)
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA