Key Responsibilities and Required Skills for Delivery Professional

🎯 Role Definition

A Delivery Professional is responsible for executing the last-mile transportation of packages, goods, or freight while delivering an exceptional customer experience. This role focuses on safe driving, efficient route execution, accurate package handling, and timely electronic documentation. Delivery Professionals collaborate with dispatch, warehouse staff, and customer service to meet on-time performance targets and uphold company standards for care, professionalism, and regulatory compliance. Keywords: delivery driver, courier, last-mile delivery, route optimization, package handling, ePOD, DOT compliance.

📈 Career Progression

Typical Career Path

Entry Point From:

Warehouse Associate / Picker
Driver's Assistant / Route Helper
Courier / Bike Messenger

Advancement To:

Senior Delivery Driver / Lead Driver
Route Supervisor / Lead Dispatcher
Fleet Manager / Operations Supervisor
Last-Mile Operations Manager

Lateral Moves:

Logistics Coordinator
Customer Service Representative (Claims & Returns)
Inventory Control Specialist

Core Responsibilities

Primary Functions

Safely operate company vehicles (vans, box trucks, refrigerated trucks, or cars) and complete daily delivery routes, prioritizing defensive driving and compliance with local traffic laws and company safety policies.
Plan and optimize daily routes using GPS, route-planning software, and real-time traffic information to maximize on-time delivery performance and minimize fuel and time cost.
Load, secure, transport, and unload packages and freight bearing in mind weight distribution, fragility, and any special handling instructions to prevent damage and loss.
Deliver packages to residential and commercial customers, obtaining electronic proof of delivery (ePOD), signatures, photos, or other required confirmation through handheld devices or mobile apps.
Communicate professionally and courteously with customers at delivery locations, verifying recipient identity when required and resolving minor delivery issues in accordance with company policy.
Accurately scan and record shipments at pickup and delivery points, verify shipping labels, and reconcile manifests to ensure correct inventory movement and billing.
Inspect vehicle daily for mechanical issues, safety equipment presence, and cleanliness; report defects immediately and follow company maintenance and inspection protocols.
Follow special handling procedures for fragile, hazardous, temperature-controlled, or oversized items, ensuring compliance with applicable regulations and customer instructions.
Adhere to Hours of Service, DOT regulations, and company timekeeping rules; maintain accurate logbooks or electronic logging device (ELD) records where applicable.
Manage cash-on-delivery (COD) and collect payments securely according to company procedures, reconcile cash receipts, and submit required documentation at the end of shift.
Coordinate with dispatch and warehouse teams to resolve routing conflicts, missed or failed deliveries, address corrections, and last-minute changes to priorities.
Conduct pre- and post-shift vehicle safety checks and maintain basic vehicle cleanliness and stock of supplies (straps, blankets, delivery forms) necessary to perform duties.
Safeguard customer property and confidential information during deliveries, following privacy and data-protection practices when handling signatures and documentation.
Identify and report damaged, missing, or mis-shipped items immediately, initiating claims or return-to-sender workflows and documenting issues with photos and written notes.
Support contactless delivery procedures, leaving packages in secure locations and documenting locations with photos per company and customer preferences.
Assist warehouse staff with load/unload operations when needed, using proper lifting techniques and equipment (hand truck, dolly) to prevent injury and product damage.
Monitor temperature-sensitive shipments and maintain required temperature logs for refrigerated or frozen goods, responding immediately to temperature excursions.
Provide timely status updates and ETAs to dispatch and customers when delays occur due to traffic, weather, or operational issues; proactively offer solutions and alternatives.
Participate in safety trainings, route reviews, and performance coaching; implement feedback to reduce incidents, damage claims, and late deliveries.
Maintain professional appearance, adhere to uniform standards, and represent the company in a positive manner during all customer interactions.
Execute specialized pickups (returns, bulky items, scheduled deliveries) and help coordinate appointment-based deliveries with customers and third-party vendors.
Follow waste, recycling, and packing-material disposal procedures at customer sites and in company facilities to promote sustainable operations.
Handle and escalate customer complaints or delivery exceptions per company escalation matrices, ensuring timely resolution and follow-through with internal teams.

Secondary Functions

Assist with inventory counts, cycle counts, and simple warehouse organization tasks during downtime or as business needs require.
Provide feedback to operations on route inefficiencies, recurring customer issues, and opportunities for process improvement.
Support onboarding of new drivers by demonstrating routes, equipment use, and customer service standards.
Complete administrative tasks such as filling out incident reports, delivery exception reports, and daily vehicle logs for compliance and audit readiness.
Participate in pilot programs for new technology (routing software, handheld devices) and provide practical user feedback to product or operations teams.
Help maintain a culture of safety by participating in safety meetings, reporting near-misses, and suggesting process improvements.

Required Skills & Competencies

Hard Skills (Technical)

Valid driver's license appropriate to vehicle class; Commercial Driver's License (CDL) preferred for heavy vehicles and freight routes.
Proven experience with GPS devices, mobile delivery apps, and route-optimization software (e.g., Google Maps, Waze, Routific, Onfleet).
Familiarity with electronic proof of delivery (ePOD) systems and handheld scanners or tablets.
Knowledge of safe lifting techniques, use of hand trucks, dollies, and basic loading/unloading equipment.
Basic vehicle maintenance knowledge, including daily vehicle inspection, fluid checks, and identifying mechanical faults.
Understanding of Hours of Service rules, DOT regulations (if applicable), and local transportation compliance requirements.
Experience handling cash transactions and following cash reconciliation procedures, POS terminals, or mobile payment tools.
Ability to document incidents, complete delivery exception reports, and handle claims documentation with photos and descriptive notes.
Temperature-controlled shipment handling and monitoring for perishable goods (for refrigerated/frozen routes).
Familiarity with inventory tracking, manifests, and basic warehouse operations (loading docks, pallet handling).

Soft Skills

Strong customer service orientation with the ability to remain professional and calm in high-pressure or confrontational situations.
Excellent time management and punctuality, with a track record of meeting strict delivery windows and SLA targets.
Attention to detail for package labeling, address verification, and documentation to reduce errors and claims.
Problem-solving and situational judgment to adapt routes and resolve delivery exceptions in real time.
Effective verbal communication skills for interacting with customers, dispatch, and warehouse personnel.
Dependability and high personal accountability — consistent attendance, reliable performance, and adherence to company policies.
Physical stamina and resilience for frequent lifting, bending, climbing in and out of vehicles, and working in variable weather.
Teamwork and collaboration — ability to coordinate with peers for shared routes, peak periods, and large deliveries.
Adaptability and flexibility to handle changing priorities, route changes, and variable shift patterns.
Professional demeanor and integrity when representing company brand at customer locations.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent (GED).

Preferred Education:

Vocational certification in logistics, commercial driving, or transport safety.
Additional certifications such as Defensive Driving, OSHA 10, or DOT medical card where applicable.

Relevant Fields of Study:

Logistics and Supply Chain Management
Transportation and Fleet Management
Business Administration (operations focus)

Experience Requirements

Typical Experience Range:

0–5 years in delivery, courier, driving, or logistics roles depending on route complexity and vehicle class.

Preferred:

1–3 years of delivery driving experience, demonstrated on-time delivery performance, and familiarity with route-planning technology. Prior experience with commercial vehicles or temperature-controlled logistics is a plus.