Key Responsibilities and Required Skills for Delivery Coordinator

🎯 Role Definition

This role requires an organized, proactive Delivery Coordinator to manage day‑to‑day delivery operations, coordinate drivers and carriers, ensure timely customer deliveries, and continuously improve last‑mile performance. The Delivery Coordinator will act as the operational hub between customers, drivers, warehouse teams, and external carriers to deliver safe, efficient and cost‑effective transport solutions. Ideal candidates have strong dispatch experience, excellent communication skills, and a measurable track record of improving on‑time delivery and reducing exceptions.

Key recruitment keywords: delivery coordinator, dispatch coordinator, route planning, last‑mile logistics, delivery operations, fleet coordination, proof of delivery (POD), TMS, WMS, customer communication.

📈 Career Progression

Typical Career Path

Entry Point From:

Warehouse Associate or Shipping/Receiving Clerk (entry-level supply chain roles)
Customer Service Representative with logistics exposure
Route Driver or Delivery Driver promoted into coordination roles

Advancement To:

Senior Delivery Coordinator / Dispatch Supervisor
Fleet Manager or Logistics Supervisor
Operations Manager, Regional Supply Chain Manager

Lateral Moves:

Route Planner / Route Optimization Analyst
Carrier Relations Specialist / Procurement of Transport

Core Responsibilities

Primary Functions

Coordinate and manage daily delivery schedules and driver assignments for last‑mile, regional, and ad hoc shipments to meet customer SLA and on‑time delivery targets.
Create, validate and dispatch driver manifests and route sheets; ensure all loads are accurately documented, labeled and match order information.
Monitor live fleet locations using GPS/TMS and proactively reassign routes or resources to mitigate delays caused by traffic, weather, or operational issues.
Communicate proactively with customers, drivers and warehouse teams to confirm pickup and delivery windows, special instructions, access requirements, and ETA updates.
Verify and capture proof of delivery (POD), signatures, photos and electronic documentation in the Transport Management System (TMS) or mobile apps; ensure timely submission to billing.
Manage inbound and outbound exceptions, damages, shortages and returns — investigate root causes, coordinate corrective action, and document resolution in the system.
Prioritize and coordinate time‑sensitive shipments, high‑value or fragile deliveries, and customer escalations to ensure rapid resolution and minimize service failures.
Maintain and reconcile daily delivery logs, manifests, driver timesheets and fuel/toll records for accurate payroll and invoicing.
Coordinate loading plans with warehouse supervisors to optimize vehicle utilization, loading sequences and minimize dwell time at terminals.
Execute carrier and subcontractor scheduling, make adjustments for capacity constraints, and maintain carrier assignment records and performance logs.
Ensure regulatory compliance with DOT, OSHA, ADR (where applicable) and internal safety policies; report incidents and maintain related documentation.
Schedule and track preventive maintenance, inspections and repairs with fleet services or third‑party vendors to reduce vehicle downtime and safety risks.
Analyze delivery KPIs (on‑time delivery, first‑time delivery rate, dwell time, cost per stop), prepare daily/weekly performance dashboards, and present findings to operations leadership.
Implement route optimization suggestions and collaborate with route planning or analytics teams to reduce miles, time and delivery costs.
Train onboard new drivers and temporary staff on routing tools, safety protocols, customer requirements and company procedures.
Manage customer delivery notifications, reschedules, and special pickup arrangements through phone, email, or CRM/TMS integrations.
Coordinate reverse logistics for returns, warranty pickups and exchanges, ensuring compliance with return policies and accurate inventory adjustments.
Lead root cause analysis for recurring delivery failures and propose process improvements or systems changes to operations managers.
Maintain up‑to‑date delivery and driver records, licenses, insurance certificates and compliance documents.
Liaise with 3PL partners and external carriers to negotiate service expectations, resolve service level breaches, and improve contractual compliance.
Participate in capacity planning and daily operational huddles to align resources, forecast spikes, and prepare contingency plans for peak periods.
Manage documentation for hazardous materials, oversized freight or special permit shipments when applicable and coordinate necessary approvals.
Support invoicing and billing by verifying delivered quantities, PODs and exceptions before forwarding records to finance teams.

Secondary Functions

Produce ad‑hoc delivery performance reports and perform exploratory analysis to support continuous improvement projects.
Contribute to the organization’s logistics strategy by recommending automation, software tools (TMS/WMS) and process enhancements.
Collaborate cross‑functionally with warehouse, procurement, customer support and sales teams to translate operational needs into technical or procedural requirements.
Participate in sprint planning and agile ceremonies with operations improvement or IT teams when implementing TMS/WMS updates.
Support pilot programs for new delivery models (e.g., parcel lockers, crowd‑sourced drivers, time‑slot deliveries) and document results and best practices.

Required Skills & Competencies

Hard Skills (Technical)

Transport Management System (TMS) proficiency — scheduling, dispatching, and POD processing (e.g., Descartes, MercuryGate, Manhattan).
Route planning and optimization experience; familiarity with route optimization tools and GIS mapping.
Fleet monitoring and GPS tracking tools — real‑time visibility and exception management.
Strong MS Excel skills (VLOOKUP, pivot tables, data cleansing) for KPI reporting and reconciliation.
Warehouse Management System (WMS) familiarity to coordinate pick/pack and loading workflows.
Customer Relationship Management (CRM) or ticketing systems — logging customer communications and escalations.
Data entry accuracy and experience with electronic proof of delivery (ePOD) mobile apps.
Basic understanding of transportation regulations (DOT, HOS, weight limits) and safety compliance.
Experience with shipment documentation: bills of lading, delivery manifests, invoices and customs paperwork where applicable.
Familiarity with carrier billing, cost reconciliation and route cost analysis.
Basic vehicle maintenance scheduling and vendor coordination for inspections and repairs.
Telephony and customer notification platforms (automated SMS/IVR/email notifications).

Soft Skills

Excellent written and verbal communication for clear driver, customer and stakeholder interactions.
Strong organizational skills and the ability to prioritize under pressure.
Problem solving and critical thinking to handle exceptions and develop contingency plans.
Customer‑focused mindset with a commitment to delivering excellent service and managing expectations.
Time management and ability to coordinate multiple priorities across shifts and time zones.
Detail orientation to ensure accurate documentation, manifests and billing.
Collaborative team player who can coordinate between warehouse, drivers and operations leadership.
Adaptability and resilience in dynamic, high‑volume delivery environments.
Conflict resolution and negotiation skills when dealing with customers and carriers.
Data‑driven decision making and comfort interpreting KPIs to drive operational improvements.

Education & Experience

Educational Background

Minimum Education:

High school diploma or GED.

Preferred Education:

Associate’s or Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or related field.

Relevant Fields of Study:

Logistics & Supply Chain Management
Business Administration / Operations Management
Transportation Management
Industrial Engineering / Systems Engineering

Experience Requirements

Typical Experience Range: 1–5 years in logistics, dispatch, routing or delivery operations.

Preferred:

2–4 years of direct experience as a Delivery Coordinator, Dispatch Coordinator, Route Planner, or similar role in parcel, courier, food delivery, retail fulfillment or B2B distribution.
Demonstrated experience using TMS/WMS, route optimization tools and GPS tracking platforms.
Experience handling high‑volume last‑mile operations, managing carriers/3PLs and resolving customer escalations.