Key Responsibilities and Required Skills for Courier

🎯 Role Definition

A Courier (also called Delivery Driver, Messenger or Last-Mile Driver) executes pick-ups and deliveries of parcels, documents and customer orders across urban, suburban or regional routes. The role prioritizes on-time performance, secure handling of goods, accurate proof of delivery, and professional customer interactions while adhering to road safety and company policies. Couriers use a combination of vehicle driving, route-planning technology, handheld scanners or apps, and strong customer service skills to maintain the integrity of the supply chain and support peak delivery operations.

📈 Career Progression

Typical Career Path

Entry Point From:

Part-time delivery driver or gig-driver (e.g., rideshare/food delivery)
Warehouse associate, sorter or package handler
Bike messenger or on-foot courier

Advancement To:

Senior Courier / Lead Driver
Route Supervisor or Fleet Dispatcher
Logistics Coordinator or Last-Mile Manager

Lateral Moves:

Customer Service Representative (delivery support)
Warehouse Lead / Inventory Specialist

Core Responsibilities

Primary Functions

Operate assigned delivery vehicle (van, box truck, car, motorcycle or bicycle) safely and legally to perform scheduled pick-ups and deliveries while maintaining a clean driving record and complying with local traffic laws and DOT regulations where applicable.
Manage end-to-end delivery workflows: pick up orders from distribution centers or customer locations, verify shipment contents against manifests, load items securely in the vehicle, and deliver to the correct recipient while protecting items from damage, loss or theft.
Use handheld scanners, mobile delivery apps or company-provided PDAs to scan barcodes, update delivery status in real-time, capture Proof of Delivery (POD) such as electronic signatures or photo evidence, and reconcile delivery manifests at the end of shift.
Plan and optimize daily routes using GPS navigation and company route-planning tools to maximize on-time deliveries, minimize mileage and fuel consumption, and adjust for traffic, weather or customer availability.
Collect customer signatures, payments (cash on delivery or company-authorized payment collection) and returns when required, complete COD paperwork accurately, and securely transport collected funds following company cash-handling policies.
Communicate proactively with dispatch, supervisors and customers regarding delivery exceptions, delays, missed deliveries, incorrect addresses or damaged shipments, providing clear status updates and escalation as needed.
Inspect vehicle and delivery equipment (tires, lights, brakes, safety kits, cargo restraints) before and after each shift, report maintenance needs or defects promptly, and perform basic, safe on-site checks to ensure roadworthiness.
Load and unload packages safely using manual handling best practices and assist with warehouse sorting and staging when required during peak periods or understaffed shifts.
Adhere to company safety programs, including accident reporting, incident investigation, and mandatory safety meetings; follow personal protective equipment (PPE) policies and safe lifting procedures to reduce injuries and damage to goods.
Verify recipient identity for restricted, high-value or sensitive deliveries and follow chain-of-custody and documentation procedures for certified, insured or regulated shipments.
Maintain accurate delivery logs, mileage records, fuel receipts and shift reports to support payroll, expense reconciliation and regulatory compliance.
Perform quality checks on parcels prior to delivery to identify and document damage, missing items or labeling errors and initiate claims or returns processes according to company protocols.
Handle customer interactions professionally and courteously at delivery points, answering basic questions, providing package status, obtaining authorization for alternative drop-off locations, and escalating complaints to customer service when necessary.
Follow no-contact delivery, locker or designated safe-place procedures when instructed by customers or company policy and document drop locations in the delivery system.
Execute time-sensitive and same-day deliveries that require strict adherence to scheduled delivery windows and coordinate with dispatch to reprioritize loads as operational needs change.
Support reverse logistics activities by collecting returns and expired or recalled goods; ensure returned items are processed, tagged and routed back to the correct facility.
Operate vehicle-mounted equipment (liftgate, pallet jack, dolly) safely and in compliance with training; secure large or awkward loads to prevent shifting and damage during transit.
Manage multi-stop routes with heavy daily volumes, balancing speed and accuracy to meet productivity targets while preserving customer satisfaction and package integrity.
Participate in seasonal surge operations, overtime schedules, and flexible shift patterns including early mornings, late evenings, weekends and occasional holidays to meet peak delivery demand.
Follow security protocols for high-value consignments, including locked storage compartments, tamper-evident seals and immediate reporting of suspected theft or tampering.
Collaborate with co-workers and warehouse teams to improve loading efficiency, reduce misdeliveries and refine route sequencing based on real-world observations and feedback to dispatch.
Maintain professional appearance and company branding expectations during customer-facing activities and ensure vehicle branding/materials are presentable and compliant with company standards.
Keep abreast of local traffic patterns, municipal regulations (parking restrictions, loading zones), and building access requirements (security desks, delivery hours) to reduce failed delivery attempts.

Secondary Functions

Assist sorting teams in the depot during low delivery volume periods or peak season surges to maintain flow through the distribution network.
Train and mentor new couriers on route navigation, handheld device operation, safe lifting, and customer service expectations to accelerate onboarding and standardize performance.
Participate in cycle counts, inventory audits and pallet staging when assigned, ensuring accurate records and correct routing of shipments.
Support dispatch by identifying recurring address issues, signature discrepancies or delivery bottlenecks and proposing process improvements.
Help coordinate special projects such as new route trials, pilot programs for electric delivery vehicles, or initiatives to reduce single-use packaging in delivery operations.
Conduct basic incident documentation and assist with internal investigations by providing detailed statements, photographs and GPS logs when accidents or delivery disputes occur.
Perform light vehicle cleaning and organizational tasks to maintain an efficient, safe work environment and present a professional image to customers.
Provide feedback to product and operations teams on app performance, route optimization suggestions and customer feedback to improve technology and delivery experience.
Participate in regular safety briefings, compliance training and driver coaching sessions to maintain up-to-date certifications and skills.
Support customer service by retrieving shipments from secure locations, coordinating redeliveries, and resolving address or accessibility challenges in partnership with support teams.

Required Skills & Competencies

Hard Skills (Technical)

Valid driver’s license appropriate for vehicle class (e.g., Class C, non-CDL) and a clean driving record verified through background checks.
Experience operating delivery vehicles (vans, box trucks, motorcycles or bicycles) and familiarity with vehicle-specific controls and safety features.
Proficiency with handheld scanners, mobile delivery applications, barcode scanning systems and real-time delivery status updates (POD capture).
Strong knowledge of GPS navigation tools, route optimization software and map reading to efficiently plan and alter routes.
Safe manual handling and lifting techniques for boxes, parcels and palletized loads; ability to use dollies, hand trucks and liftgates safely.
Basic vehicle inspection and preventive maintenance skills (pre-trip checks, tire pressure, fluid levels) and ability to report defects promptly.
Cash handling, COD collection and completion of associated paperwork or digital payment processing when required.
Ability to read and interpret delivery manifests, shipping labels, hazardous material (if applicable) markings and special handling instructions.
Familiarity with company-specific delivery systems, proof-of-delivery platforms, inventory tagging and reverse logistics processes.
Knowledge of local municipal parking, loading zone rules and building access procedures that impact delivery efficiency.

Soft Skills

Exceptional customer service orientation with the ability to stay calm, professional and solution-focused during challenging interactions.
Strong time-management skills and reliability to meet strict delivery windows and shift start/finish times.
Attention to detail to ensure accurate deliveries, correct recipient verification and precise documentation for claims and returns.
Excellent communication skills (verbal and written) for clear interaction with dispatch, customers and internal teams.
Problem-solving mindset to handle route exceptions, address discrepancies and make on-the-spot decisions that protect customer satisfaction.
Physical stamina and resilience to handle repetitive lifting, frequent vehicle entry/exit and long periods of standing or driving.
High level of integrity and responsibility when handling customer property, cash collections and sensitive documents.
Adaptability and flexibility to handle dynamic schedules, traffic changes, and occasional last-minute route adjustments.
Teamwork and collaborative approach when coordinating with warehouse staff, dispatchers and fellow couriers.
Stress tolerance and the ability to perform under time pressure while maintaining safety and quality standards.

Education & Experience

Educational Background

Minimum Education:

High school diploma, GED or equivalent.

Preferred Education:

Vocational training or certifications in logistics, transportation or occupational health & safety.
CDL (Class B/A) or other commercial driving certifications for couriers operating larger vehicles or specialized equipment.

Relevant Fields of Study:

Logistics and Supply Chain Management
Transportation or Fleet Management
Business Administration or Operations Management
Customer Service or Hospitality
Occupational Safety and Health

Experience Requirements

Typical Experience Range:

0–3 years (entry-level positions may accept no prior courier experience; many employers prefer 1+ years)

Preferred:

1–3 years of courier, delivery driver or last-mile logistics experience with documented on-time delivery metrics.
Demonstrable experience using delivery handheld devices, route management apps and standard POD systems.
Clean driving record and successful completion of employer background check, drug screening and defensive driving training.
Experience with cash handling/COD, handling of high-value shipments, and basic vehicle maintenance preferred.