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Key Responsibilities and Required Skills for Delivery Assistant

💰 $25,000 - $45,000

LogisticsDeliveryCustomer ServiceOperationsLast-mile

🎯 Role Definition

The Delivery Assistant supports last‑mile operations by preparing, loading and delivering parcels and freight, assisting drivers, interacting with customers, and maintaining accurate delivery records. This role focuses on speed, accuracy and customer experience while following safety protocols and company processes. Common tasks include route preparation, package scanning, proof-of-delivery capture, basic vehicle checks, reporting exceptions, and coordinating with dispatch and warehouse teams to resolve delivery issues.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Warehouse Operative or Picker/Packer
  • Retail Customer Service Associate
  • Part‑time Courier or Gig Delivery Driver

Advancement To:

  • Delivery Driver / Route Driver
  • Lead Delivery Assistant / Senior Courier
  • Route Supervisor / Dispatch Coordinator

Lateral Moves:

  • Warehouse Team Lead
  • Inventory Control Specialist
  • Customer Service Coordinator

Core Responsibilities

Primary Functions

  • Prepare daily delivery manifests and perform pre‑route checks on parcels to confirm correct addresses, delivery windows, special handling instructions, and any required signatures or proof-of-delivery documentation.
  • Load and secure packages into vans/trucks using safe lifting techniques and proper load distribution to prevent damage in transit and ensure driver visibility and vehicle balance.
  • Operate handheld scanners and mobile delivery apps to scan items at pickup and delivery, update real‑time tracking statuses, capture electronic signatures and photographic proof, and resolve scanning errors with dispatch.
  • Assist the route driver by navigating to deliveries using GPS and preplanned routes, making efficient in‑route adjustments to avoid delays, and communicating route changes to dispatch when necessary.
  • Greet customers professionally, verify identification when required, obtain signatures for deliveries, explain basic product handling instructions, and resolve minor customer questions or concerns on site.
  • Receive returns and refusals at the point of delivery, document reason codes accurately in the delivery system, and coordinate timely return transport or redelivery with dispatch and the warehouse.
  • Inspect packages for visible damage upon pickup and delivery, tag and report damaged goods immediately, photograph damage for claims, and follow company escalation procedures to minimize liability.
  • Maintain accurate cash-on-delivery (COD) handling: collect payments, issue receipts, reconcile funds at the end of shift, and follow company cash management and fraud prevention policies.
  • Adhere to DOT, company, and local road safety regulations while assisting with vehicle operation, seatbelt use, load limits, and safe driving practices; report vehicle defects and coordinate minor safety repairs.
  • Maintain delivery vehicles and equipment by conducting basic inspections (tires, lights, fluids), completing pre/post-shift vehicle checklists, and reporting maintenance needs to the fleet manager.
  • Prioritize deliveries by time window, product urgency and customer preferences, escalating exceptions (missed windows, gate access issues, restricted access deliveries) to the dispatcher for coordination.
  • Accurately complete and submit daily delivery paperwork, manifests, delivery exception reports, and timekeeping records to ensure compliance and payroll accuracy.
  • Assist warehouse staff in staging and sorting loads during peak periods, loading/unloading trailers and pallets, and ensuring items are sequenced to match route order for efficient drop-offs.
  • Follow company policies for hazardous materials and restricted items when applicable: verify documentation, use required PPE, and escalate items that cannot be transported safely.
  • Use handheld devices and route management software to proactively communicate ETAs to customers, coordinate appointment deliveries, and adjust schedules based on traffic, weather, and operational constraints.
  • Support contactless delivery procedures by leaving packages in designated safe locations, capturing photographic proof, and updating receivers via SMS or email per company standards.
  • Participate in daily briefings with dispatch and drivers to review route priorities, safety reminders, special customer instructions and operational changes to reduce exceptions and maximize on‑time delivery rates.
  • Document and report customer complaints, address inaccuracies in order fulfillment, and follow-up with relevant teams to ensure corrective actions and prevent recurring service issues.
  • Maintain high standards of personal presentation and company branding while on customer premises; act as a front‑line ambassador for the company to reinforce trust and positive customer experience.
  • Assist with inventory reconciliation and cycle counts for route stock, consumables and returnable equipment; coordinate replenishment requests to ensure uninterrupted service.
  • Support ad-hoc tasks such as retail store restocking, event logistics, same‑day delivery rushes and special projects that require extra hands during peak seasons.
  • Participate in training and cross‑training sessions to improve driving certifications, equipment operation skills (e.g., pallet jacks, hand trucks), customer handling and use of new delivery technology.
  • Monitor and report suspicious activity, theft or loss of goods immediately to management, follow chain-of-custody procedures, and assist in investigations as required.

Secondary Functions

  • Provide backup coverage for dispatch or customer service during short staffing, including answering inbound customer calls about delivery ETAs and status updates.
  • Support continuous improvement by suggesting route optimizations, packaging improvements and process changes based on field observations.
  • Assist with loading dock organization and maintaining cleanliness and safety in staging areas to reduce loading times and product damage.
  • Help maintain and manage handheld devices and scanners: charging, basic troubleshooting, software update reporting and ensuring secure handling of company data.
  • Participate in regular safety audits and contribute to incident reviews with constructive feedback for corrective measures and training improvements.

Required Skills & Competencies

Hard Skills (Technical)

  • Package handling and load sequencing: experienced in sorting and sequencing parcels to match delivery order and minimize handling time.
  • Proficient with mobile delivery applications, handheld barcode scanners and GPS navigation tools for status updates, proof-of-delivery capture and route guidance.
  • Basic vehicle inspection and maintenance knowledge: ability to perform pre/post-shift checks and document defects for fleet service teams.
  • Experience with cash handling and COD reconciliation, including issuing receipts and securing funds according to company policy.
  • Familiarity with health & safety protocols for lifting, hazardous materials handling basics, and use of personal protective equipment (PPE).
  • Ability to operate warehouse equipment safely (hand trucks, pallet jacks, dock plates) and assist with palletized load handling.
  • Knowledge of delivery documentation: manifests, exception reports, return forms and claims initiation procedures.
  • Competence in using dispatch software and communicating with dispatch via radio, phone or mobile app to coordinate reroutes and updates.
  • Basic recordkeeping and timekeeping proficiency to maintain accurate logs for payroll and compliance.
  • Comfortable using digital photo documentation and cloud upload processes for proof-of-delivery and damage claims.

Soft Skills

  • Customer service excellence: patient, polite, and solution-oriented when interacting with residential and commercial customers.
  • Strong verbal communication and listening skills to gather delivery instructions, explain procedures and escalate complex issues clearly.
  • Time management and punctuality: ability to manage multiple stops and prioritize to meet tight delivery windows.
  • Problem-solving under pressure: adaptable and resourceful when handling traffic delays, access restrictions or customer refusals.
  • Teamwork and collaboration: works effectively with drivers, dispatchers, warehouse staff and supervisors to meet operational goals.
  • Attention to detail to verify addresses, match items to manifests, capture accurate signatures and avoid misdeliveries.
  • Reliability and integrity, including adherence to cash handling policies, safety procedures and confidentiality of customer information.
  • Physical stamina and dexterity to handle repeated lifting, bending and carrying across varied environments.
  • Initiative and continuous improvement mindset to suggest practical workflow improvements and adopt new tools quickly.
  • Stress tolerance and resilience during high-volume periods, inclement weather and peak holiday seasons.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent (GED) preferred.

Preferred Education:

  • Technical certificate or vocational training in logistics, transportation, or warehouse operations is a plus.

Relevant Fields of Study:

  • Logistics and Supply Chain Management
  • Transportation and Fleet Management
  • Business Administration
  • Customer Service or Hospitality

Experience Requirements

Typical Experience Range:

  • 0–3 years in delivery, courier, warehouse or retail operations for entry-level positions; 1–5 years preferred for mid-level roles.

Preferred:

  • Prior experience with route-based delivery, handheld devices/scanners, and customer-facing roles. Experience in last‑mile logistics, COD handling, and basic vehicle checks is highly desirable.
  • Valid driver's license with a clean driving record; commercial licenses or endorsements (CDL) are a plus depending on vehicle class.
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