Last Mile Response Expert

Are you passionate about helping people during times of need and solving problems for customers? Do you excel at managing complex situations?

We are seeking an incident response expert to join our team. The Last Mile Incident Response specialist will handle all types of on-road incidents impacting package deliveries.

The ideal candidate will have complete ownership of incident management until resolution and be able to function authoritatively with ambiguous or incomplete information.

• Take calls and manage live events with incidents and multiple individuals involved
• Provide proper course of action to customers to guarantee their safety
• Remain calm & empathetic at all times, and adhere to policies in order to deescalate the incident guaranteeing safety and resolution for our customers
• Collaborate and coordinate response with other stakeholders (local authorities, delivery stations, customer service teams)
• Identify if the incident can escalate into a crisis and request additional support from crisis management teams

• Mandatory minimum 6 months active experience as acting LMIR specialist
• Ability to communicate fluently, verbally and written in English
• Demonstrated mastery of LMIR's incident management protocols and tools
• Verified track record of successful incident resolution within Last Mile operations
• Proven ability to manage complex stakeholder relationships

• 24/7 coverage required
• Exceptionally strong customer handling and conflict resolution skills; focus on quality in customer care
• Strong written and verbal communication skills including the ability to comfortably engage with all levels of stakeholder