Order Dispatch & Fulfilment
Releasing orders to the warehouse, checking stock and addresses, and making sure same-day orders leave on time, on normal days and during big sale events.
Open to full-time roles
Aljen Joyce Paglinawan
Logistics Coordinator & Customer Service Specialist
For five years I have helped online stores get orders to their customers. I started in customer service answering “where is my order?” and moved into logistics, where I now coordinate the dispatch, couriers and deliveries behind those orders.
- Years in E-commerce
5+
Years in E-commerce
- Customer Tickets Resolved
20,000+
Customer Tickets Resolved
- Average CSAT Score
96%
Average CSAT Score
Services I Offer
From the moment a load is tendered to the moment a customer says thank you, here is where I can help your team.
Courier Coordination
Booking and following up pickups, chasing couriers on delayed, lost or misrouted parcels, and managing bulky-item deliveries before they turn into complaints.
Track & Trace and Exceptions
Daily checks on parcels with no scan, failed deliveries and returns to sender, each with a clear next action and an update for the customer.
Customer Support (Email & Chat)
Order enquiries, delivery updates, changes and cancellations, answered clearly, kindly and quickly.
Returns, Refunds & Warranty Claims
Change-of-mind returns, faulty-item and warranty claims, replacements and refunds, with photos and notes kept on every case.
Reporting & SOPs
Spreadsheet trackers, daily exception reports and step-by-step guides, so the team handles the same problem the same way.
Why work with me
Logistics know-how with a customer service mindset
Most late shipments turn into support tickets. Because I’ve worked both sides, I fix the freight problem and the communication problem, which saves your team from chasing updates.
- E-commerce experience across home, kitchen, bedding, fitness and outdoor products
- Comfortable working with remote teams, couriers and customers
- Experienced with peak sales like Black Friday and Boxing Day
I know both sides of an order
Years on the customer service desk, now in logistics. I understand what the customer feels and what is happening in the warehouse.
Works on your schedule
Used to supporting overseas teams in their own business hours. Australian, US or UK hours all work for me.
Loyal and dependable
Five years with one company and promoted from customer service into logistics. I stay, learn the systems and own the results.
Calm in peak season
Click Frenzy, Black Friday, Boxing Day and EOFY sales: I have worked the busiest weeks of the year and know how to keep up.
Work Showcase
A few real problems I've solved, with the process I followed and the numbers that changed.
Logistics
A Daily Tracker for Parcels That Stopped Moving
One shared sheet for every parcel with no scan, a failed delivery or a return to sender, so problems were caught before customers called.
Read case study
Customer Service
Keeping Up With Tickets During Black Friday and Boxing Day
Sorting, tagging and ready-made replies that helped the team answer a peak-season inbox quickly, without losing the personal touch.
Read case study
Logistics
Tracking Courier Performance to Spot Problem Areas
A simple spreadsheet comparing late, lost and damaged parcels by courier and region, used when following up with couriers.
Read case study
Client Testimonials
Feedback from managers and clients I’ve worked with.
“Aljen is someone we can always rely on. She knows our orders, our couriers and our customers, and she flags problems before they grow.”
“During peak season she kept our inbox moving and still took the time to properly solve each customer’s problem.”
“Her move from customer service into logistics made our teams work better together. She understands both sides.”