Pickup Operations Specialist

Company Overview：GOFO is a technology-driven last-mile delivery carrier established in August 2023, operating across the United States, Canada, and multiple European countries. Guided by the philosophy "Drive Efficiency, Deliver Trust," GOFO provides efficient and reliable logistics solutions for e-commerce platforms and brand customers. In the U.S., the company runs a network spanning 47 states with over 300 hubs and stations, covering more than 12,000 ZIP codes and reaching over 75% of the population. Leveraging automated sorting systems, intelligent warehousing, data-driven dispatch, and a nationwide linehaul network. GOFO supports consistent, timely, and transparent delivery. IBy combining intelligent technology with localized execution, GOFO helps modern commerce move faster, smarter, and with greater trust.

Responsibilities：

1. Data Processing & Customer Liaison

• Process system data, generate daily pickup tasks, review them and distribute to the dispatching team.
• Coordinate with drivers or the dispatching team to dynamically adjust pickup plans (e.g., expedited service, cancellation or address change).
• Handle customers' pickup requests via phone and email, arrange pickup time and confirm package details.

2. Dispatching Work

• Based on daily pickup tasks, and in combination with drivers' schedules, vehicle status and geographical information, reasonably assign pickup tasks to drivers.
• Monitor the implementation of pickup tasks, and adjust the dispatching plan in real time according to actual situations (e.g., traffic conditions, emergencies).
• Conduct cross-departmental collaboration to ensure the rational allocation of vehicle resources, and timely handle emergencies such as vehicle failures or drivers' temporary absence.
• Maintain close communication with drivers, timely convey task change information, answer questions encountered by drivers during the pickup process, and ensure drivers' understanding and implementation of task arrangements.

3. Issue Handling & Complaint Resolution

• Track pickup abnormalities (e.g., delay, missed pickup), contact customers and internal & external teams to promote resolution, and ensure a closed service loop.
• Record and analyze high-frequency abnormal issues, and put forward optimization suggestions.

4. Progress Tracking & Daily Report Summary

• Proactively follow up on pickup progress, generate daily pickup reports, including task completion status, handling results of abnormal situations, etc.
• Regularly summarize the experience and lessons in dispatching work, propose improvement measures and optimize the dispatching process.

5. Fleet Management

• Understand drivers' scheduling, register and file vehicles, including but not limited to vehicle model, rental source, etc.
• Be responsible for fleet affairs such as procurement of vehicle consumables and hierarchical management of the fleet.

6. External Liaison

• Undertake customers' personalized needs, conduct on-site visits with drivers to have face-to-face talks with local customers, and confirm pickup details, such as pickup time and location.

Requirements：

• Fluent in both Chinese and English (written spoken).
• Proficient in using Excel, and capable of using data analysis tools for data processing and analysis.
• Strong communication skills, able to coordinate with teams including dispatching, drivers, warehouse and customer service to ensure efficient connection of pickup operations.
• Strong pressure resistance, able to handle multiple tasks at the same time while maintaining a professional attitude.
• Good at communication via phone and email, and customer service experience is preferred.
• Experience in warehousing and logistics is preferred.