Outbound Customer Service

This is a phone-based operational role.

The Fleet Coordinator actively calls delivery agents to secure job acceptance and maximise route utilisation by offering additional deliveries along the same route to delivery agents.

Actively call delivery agents to:

Offer additional deliveries along the same route

Call drivers to take up nearby jobs to improve route efficiency

Follow up on unaccepted or delayed jobs until assigned

Real-Time Monitoring & Recovery

Monitor live delivery status

Handle exceptions such as:

Rejected jobs

Driver unresponsiveness

Late deliveries

Quickly reassign jobs via outbound calls

Escalate high-risk deliveries where necessary

Key KPIs (Outbound Role)

Job acceptance rate

% of deliveries consolidated per route

Number of outbound calls per shift

Average time to assign a job

Failed delivery rate

Unassigned job count