Delivery Station Liasion DSL

About the Role

Afaq - Warehouse Branch - J02 is seeking a Delivery Station Liaison (DSL) to join their team in Dammam. This full-time role focuses on enhancing the customer experience by providing real-time, in-station support to ensure timely package delivery. The DSL will serve as a direct link between customers and logistics operations, resolving delivery issues efficiently.

Role Context and Impact

Based at a last-mile delivery warehouse, the DSL team manages parcels that have failed delivery. This involves communicating with customers to update them on delivery status, investigating issues, and collaborating with customers and Delivery Service Partners (DSPs) to find solutions for same-day or next-attempt delivery. The DSL team is the primary point of direct customer contact within the logistics station, playing a critical role in resolving delivery challenges.

Key Responsibilities

• Communicate directly with customers via telephone.
• Build customer trust and confidence in issue resolution.
• Investigate delivery barriers and provide accurate delivery expectation information.
• Maintain exceptional attention to detail in all cases.
• Proactively identify and implement solutions with minimal guidance.
• Establish strong collaborative relationships with various workgroups within the station through both in-person and virtual communication.
• Communicate effectively with senior leadership to highlight issues and propose solutions.
• Operate multiple online platforms and technical systems efficiently.

Qualifications and Experience

• Experience required: 0-1 years.
• Ability to work in a fast-paced environment with restricted timeframes.
• Proficiency in working with multiple online platforms and tech systems.

Work Environment and Schedule

This role requires working a full-time, flexible schedule of 40+ hours per week within a logistics station. The work environment may have varying noise levels, and hearing protection will be provided as needed. The DSL will be part of a nationwide team, collaborating across different delivery sites.

About the Team

The Customer Service team is dedicated to being customer-centric, focusing on reducing customer effort and providing efficient support. The DSL team operates within an inclusive culture that empowers employees to deliver high standards of service and maintain customer trust.