The Order Fulfillment Coordinator – Last Mile Delivery Focus is responsible for ensuring that customer orders are fulfilled accurately and delivered on time, with a strong emphasis on the final stage of delivery. This role bridges warehouse dispatch operations and third-party logistics (3PL) partners, ensuring smooth execution, real-time tracking, and proactive issue resolution to uphold service level agreements (SLAs) and enhance customer satisfaction.

Key Responsibilities

1. Last Mile Delivery Coordination

Manage and monitor last mile delivery partners, ensuring timely pickup and delivery of customer orders across regions (NCR and non-NCR).

2. Order Tracking and Status Management

Track outbound shipments from dispatch to delivery, ensuring accurate system updates and proactive communication on potential delays or exceptions.

3. SLA Compliance Monitoring

Ensure fulfillment timelines (e.g., 3-day NCR, 5-day Non-NCR) are met, and flag any risks or failures to relevant stakeholders with root cause analysis.

4. Issue Escalation and Resolution

Serve as the main point of contact for delivery-related concerns, resolving failed deliveries, misroutes, or undelivered parcels in coordination with 3PLs and customer service.

5. Performance Reporting and Partner Evaluation

Generate reports on delivery performance, success rates, and partner SLAs; recommend improvements or escalations based on data insights.

6. Process Improvement Support

Collaborate with internal teams (e.g., Warehouse, CS, Tech) to optimize delivery flows,

address bottlenecks, and enhance the last mile customer experience.