Courier Support, Marketplace

About us 

Remarkable Foods is a fast-growing food tech start-up currently in stealth mode, looking to disrupt the food industry. Food brings us together and we hope it will do the same for you. 

Note: “Remarkable Foods” is our stealth company name, not our go-to market brand.  

What you’ll do 

As a member of the courier support team, you will ensure a great customer experience by making decisions that maximize the delivery operation and by providing world-class support to marketplace couriers.  To do this, you will use a third party delivery tracking tool, OnFleet, to monitor ongoing courier activity and escalate operational issues in a fast-paced, live operations setting. You will work closely with the Delivery Operations Manager, Support Lead, and Customer Experience Director, as well as issue escalation and resolution coordination with the customer service team. You will also play an instrumental role in continuous improvement at Remarkable Foods by identifying and documenting encountered issues. This role is ideal for someone who is ready to take on a position that requires quick thinking, organization, and good decision making.

*This is a remote position!
Starting rate: $18/hr

Responsibilities 

• Oversee live operations - Monitor incoming orders and corresponding courier task assignment in OnFleet with the goal to ensure efficient operational flow
• Courier tracking and task optimization – Regularly track courier status and order progression. Problem solve issues that arise to optimize courier trips, on-time deliveries, a great customer experience and safety. Requires quick thinking and ability to make tough decisions fast.
• Courier Support – Respond to inbound questions and issues from the couriers using messaging platforms or telecommunications. Contact couriers to relay important order updates.
• Communication/Coordination – Strong communication skills with an ability to relay important information to stakeholders (e.g. couriers, customer service, and management).
• Issue tracking and feedback – Record issues and provide feedback in daily communications. Your feedback will be a key link to improving delivery operations from the front-line.

About you 

• A great executor and planner - You are detail-oriented and know how to get the job done. You thrive in a dynamic environment that requires a mentality to make fast decisions based on multiple events and pieces of information. 
• Proactive - Able to think ahead and prevent problems before they arise.
• A strong communicator – This role will communicate across the spectrum - from verbal communication with couriers, to written communication in messaging and to summarizing problems and solutions for operations leaders.   
• Eager to learn new technology and proficient in navigating multiple tabs and windows.
• A great team player - People love working with you, and you can contribute to cross-functional teams to deliver a great customer experience.
• Flexible – We are growing fast and constantly evolving; we view change as good and expected.   
• Must live in the Tri-State Area (NY, NJ, PA)