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From the customer inbox to the dispatch desk

The short version: I make sure shipments arrive on time, and that everyone waiting on them knows exactly what's going on.

Portrait of Aljen Joyce Paglinawan
Years in E-commerce
5+
Customer Tickets Resolved
20,000+
Average CSAT Score
96%

Hi, I’m Aljen

I started my career in e-commerce as a Customer Service Representative for a busy online retailer selling home, kitchen and lifestyle products. Most of my day was spent on order enquiries, delivery updates, returns and warranty claims.

So many tickets were really delivery problems that I learned how our warehouse, dispatch and courier partners worked, and I started fixing the cause instead of only replying to the customer. That is what led to my move into logistics.

As a Logistics Coordinator I now look after the other side: making sure orders are released and dispatched on time, chasing couriers on delayed or lost parcels, handling damage claims, and keeping the customer service team updated so customers hear from us first.

Five years in fast-moving e-commerce have taught me to own my work, learn the systems deeply, and stay calm when order volumes peak.

Based in
Carmen, Cagayan de Oro City, 9004 Philippines (GMT+8)
Experience
5 years in e-commerce (2021 – present)
Works
Flexible across time zones
Looking for
Full-time, long-term logistics or customer service role
Hire Me See My Experience

How I Work

Three habits that guide every shift.

Tell them first

Customers should hear about a delay from us, not discover it themselves.

Own the outcome

A ticket is closed when the problem is solved, not when the reply is sent.

Fix the cause

If the same issue happens twice, it gets a tracker, a template or a guide.

A Day on My Shift

A typical day, from the first check of overnight orders to the end-of-day handover.

  1. Start of the day

    7:00 AM · Typical shift

    Check overnight orders, courier updates and anything flagged by the team.

  2. Dispatch check

    8:00 AM · Typical shift

    Make sure today’s orders are released, stock is available and nothing is stuck before the courier cut-off.

  3. Courier follow-ups

    10:00 AM · Typical shift

    Chase delayed, lost and damaged parcels, and lodge or update courier claims.

  4. Customer updates

    1:00 PM · Typical shift

    Send delivery updates and help customer service with escalated orders.

  5. Reports & handover

    3:00 PM · Typical shift

    Update the exception tracker and send a short end-of-day summary.