[Hiring] Route Planning & Service Delivery Coordinator @Talent Shore

Role Description

We are looking for a highly organised, proactive and solutions-focused Route Planning & Service Delivery Coordinator to join our growing operations team. This is a remote role based in South Africa, working closely with our UK-based drivers, customers and management team and reporting directly to the Service Delivery Manager. The role will have a strong focus on daily route planning, driver coordination, customer service and operational support. You will be responsible for helping ensure that our vehicles are planned efficiently, our drivers have clear and achievable schedules, and our customers receive a consistently high level of service. This is not simply an administrative position. The successful candidate will need to use initiative, make decisions throughout the day, respond quickly to changing circumstances and identify opportunities to improve the efficiency of our operations. The role also provides an opportunity to develop within a rapidly growing business, with scope for increased responsibility as our company continues to expand.

Qualifications

• Experience in logistics, transport planning, customer service, administration or a similar operational environment.
• Comfortable working independently in a remote environment.
• Excellent organisational and time-management skills.
• Confident communicating with customers, drivers and management.
• Strong attention to detail and a high level of accuracy.
• Comfortable working with multiple systems and digital platforms.
• Experience using CRM systems, mapping/route-planning tools, email and other business software.
• Confident making decisions and adapting plans when circumstances change.
• Practical understanding of vehicle capacity, routing and general transport considerations.
• Comfortable working with data and identifying operational trends or inefficiencies.
• Proactive approach and willingness to take ownership rather than waiting to be instructed.
• Strong customer-service mindset and genuinely care about delivering a good customer experience.
• Able to remain calm and organised when dealing with multiple competing priorities.

Requirements

• Plan and optimise daily routes for our vehicle fleet.
• Allocate customer collections and deliveries to the appropriate vehicles and drivers.
• Consider vehicle capacity, location, timings, driver availability and operational constraints when planning routes.
• Monitor routes throughout the day and make adjustments where required.
• Respond to last-minute customer requests, cancellations, additional collections and operational changes.
• Identify opportunities to improve route efficiency, reduce unnecessary mileage and maximise vehicle utilisation.
• Maintain and update customer location and route-planning data.
• Ensure drivers receive accurate and practical daily schedules.
• Communicate route changes and operational requirements clearly to drivers.
• Respond to customer enquiries via email, telephone and other communication platforms.
• Coordinate collection and delivery requirements with customers.
• Provide clear and professional communication regarding bookings, changes, delays and operational queries.
• Manage customer expectations and proactively resolve issues where possible.
• Maintain a high standard of customer service across all interactions.
• Escalate significant customer or operational issues to the Service Delivery Manager when appropriate.
• Maintain accurate customer, route and operational information within our systems.
• Ensure changes to customer requirements and locations are recorded promptly.
• Assist with monitoring operational KPIs and performance.
• Produce and maintain regular operational reports and analysis.
• Identify trends, inefficiencies or recurring issues and raise these with management.
• Support improvements to internal processes, systems and procedures.
• Work closely with the Service Delivery Manager and wider management team to support the smooth running of daily operations.
• Assist with other administrative and operational tasks as required.
• Contribute ideas and recommendations for improving efficiency, customer experience and operational performance.
• Take ownership of assigned tasks and ensure they are completed accurately and within agreed timescales.

Benefits

• Fully remote working from South Africa.
• Opportunity for career development within a growing international business.
• Direct exposure to UK operations and senior management.
• A collaborative and supportive working environment.
• Performance-based opportunities as the role develops.