Key Responsibilities and Required Skills for Delivery Specialist

🎯 Role Definition

This role requires a Delivery Specialist — a hands-on logistics professional who owns safe, timely, accurate delivery execution for B2C and B2B shipments. The Delivery Specialist manages route planning, vehicle condition, proof of delivery (POD), customer interactions, and real-time coordination with dispatch and warehouse teams. Success is measured by on-time-in-full (OTIF) delivery, first-time delivery rate, customer satisfaction, and adherence to safety and regulatory standards. Ideal candidates are detail-oriented, tech-savvy with handheld/TMS tools, and experienced in last-mile logistics or courier operations.

📈 Career Progression

Typical Career Path

Entry Point From:

Delivery Driver / Courier (last-mile)
Logistics Coordinator / Dispatch Associate
Warehouse Associate with delivery experience

Advancement To:

Delivery Supervisor / Lead
Operations Manager (last-mile or regional)
Route Optimization Analyst or Continuous Improvement Specialist
Logistics Account Manager or Customer Success Lead

Lateral Moves:

Customer Service / Customer Success Specialist (logistics-focused)
Inventory or Warehouse Shift Lead
Transportation Planner or TMS/WMS Analyst

Core Responsibilities

Primary Functions

Execute daily delivery routes with a focus on on-time-in-full (OTIF) performance; plan stops and sequencing to meet customer SLA windows and maximize first-time delivery rates.
Operate company vehicles safely and responsibly, performing pre-trip and post-trip vehicle inspections, documenting defects, and following preventative maintenance schedules to minimize downtime.
Verify and pick up correct manifests, parcels, pallets, or equipment from the warehouse or staging area; reconcile physical counts to digital manifests and notify dispatch of discrepancies.
Use handheld scanners, mobile apps, or TMS/WMS systems to scan items, capture proof of delivery (POD) including signatures, photos, timestamps, and GPS events to maintain chain-of-custody and accurate delivery records.
Communicate proactively with customers regarding arrival windows, delivery exceptions, delays, access instructions, or special handling requirements to maintain high Net Promoter Scores (NPS).
Manage damaged, missing, or refused deliveries by documenting incidents, initiating claims processes, and coordinating with operations and customer service to resolve issues quickly and prevent chargebacks.
Load and unload vehicles efficiently and safely using proper lifting techniques, hand trucks, pallet jacks, or forklifts where applicable; ensure correct segregation of fragile, hazardous, or temperature-sensitive items.
Adhere to regulatory and company safety requirements including DOT rules, HOS (hours of service) where applicable, PPE usage, secure load procedures, and hazardous materials handling policies.
Maintain accurate route logs, fuel receipts, expense reports, and delivery documentation in accordance with company policies for auditing and payroll reconciliation.
Escalate exceptions and unresolved delivery issues to dispatch or operations managers, providing concise incident reports and proposed corrective actions to reduce recurrence.
Optimize routes in real time using GPS and routing tools to reroute around congestion, accidents, or weather events while balancing ETA commitments and fuel efficiency.
Coordinate handoffs for multi-stop or multi-modal shipments, ensuring proper transfer documentation and stable chain-of-custody between drivers, carriers, and facility personnel.
Support scheduled and ad-hoc install or white-glove delivery services by coordinating appointment windows, entering delivery notes, and assisting with assembly or placement as required by customer agreements.
Ensure compliance with customer site access protocols, security clearances, and privacy or safety requirements for deliveries to healthcare, government, or restricted facilities.
Train and mentor junior drivers or temporary staff on company delivery standards, route apps, POD capture, and safety procedures to raise team performance and reduce exceptions.
Participate in daily stand-ups and communications with dispatch and warehouse teams to align on priority shipments, late orders, and capacity constraints.
Contribute to continuous improvement by identifying recurring bottlenecks (dwell time, mispicks, route inefficiencies), suggesting process changes, and helping pilot new routing or scanning technologies.
Handle cash-on-delivery (COD) or invoice collection according to company cash handling and security protocols; provide accurate receipts and deposit documentation.
Maintain vehicle cleanliness, safe storage of tools and equipment, and ensure the vehicle represents the brand professionally during customer interactions.
Prepare and present detailed post-route reports when required, summarizing exceptions, customer feedback, corrective actions, and opportunities for operational gains.
Support peak season surge operations, extended shifts, and weekend coverage while maintaining quality and compliance with fatigue management guidelines.
Liaise with warehouse inventory control to resolve SKU, labeling, or packaging issues that impact successful delivery; initiate returns-to-sender or restock workflows when necessary.
Execute temperature-controlled or perishable deliveries by monitoring packaging, temperature logs, and specialized handling procedures to maintain product integrity.
Maintain up-to-date knowledge of regional traffic patterns, seasonal constraints, and customer-specific requirements to proactively plan and avoid service disruptions.
Assist in pilot programs for new delivery models (lockbox delivery, contactless, appointment-based) by providing operational feedback and data on feasibility and customer impact.

Secondary Functions

Support ad-hoc data requests and exploratory delivery performance analysis by providing route-level logs and POD evidence to operations analysts.
Contribute to the organization's logistics strategy and roadmap by offering frontline insights on customer pain points, route inefficiencies, and technology gaps.
Collaborate with business units to translate delivery and customer requirements into operational requirements for TMS/WMS enhancements and SOP updates.
Participate in sprint planning, daily stand-ups, and agile ceremonies within cross-functional operations and technology teams when piloting delivery process improvements.
Assist with inventory reconciliation and cycle counts at depot or cross-dock locations during low-volume periods or as part of loss prevention efforts.
Help implement and test new scanning devices, mobile apps, or vehicle telematics hardware; provide detailed user feedback to product and IT teams.
Act as a point of contact for contracted carrier partners during cross-dock or interline transfers, ensuring documentation and SLAs are met.
Support driver onboarding workflows by demonstrating software tools, safety standards, and customer service expectations to new hires.

Required Skills & Competencies

Hard Skills (Technical)

Proven proficiency with TMS/WMS and handheld scanning devices (Zebra, Honeywell) for scan-based proof of delivery and manifest reconciliation.
Route optimization and GPS navigation tools (Google Maps, Waze, Routific, Route4Me, or proprietary routing platforms).
Strong knowledge of last-mile operational KPIs: OTIF, first-pass delivery rate, dwell time, on-time delivery, and exception rate.
Basic data entry and reporting skills in Excel/Sheets (pivot tables, VLOOKUP) to produce route summaries and exception logs.
Familiarity with DOT regulations, hours-of-service rules, vehicle inspection checklists, and safe load securement standards; CDL endorsement if applicable.
Experience handling special shipments: temperature-controlled logistics, fragile goods, hazardous materials (where applicable), and high-value items.
Cash handling and POS systems experience for COD collections and accurate remittance documentation.
Use of mobile communication tools (SMS, in-app messaging) and escalation channels to coordinate with dispatch and customer contacts.
Basic mechanical understanding to identify and report vehicle issues and follow-up on maintenance protocols.
Experience using digital signature capture and photo-based POD systems; comfortable with uploading and managing delivery evidence.

Soft Skills

Exceptional customer service and conflict resolution skills; calm and professional under pressure.
Strong verbal and written communication skills for coordination with customers, dispatch, warehouse, and management.
Time management and organizational ability to prioritize stops, manage paperwork, and meet tight delivery windows.
Problem-solving mindset with practical troubleshooting for route disruptions, access issues, and package disputes.
Attention to detail to ensure correct item delivery, accurate scanning, and proper documentation for claims prevention.
Adaptability and resilience in fast-paced, high-volume environments with variable schedules and peak season surges.
Team player attitude with the ability to mentor peers and collaborate across operations, customer service, and IT teams.
Accountability and integrity when handling company assets, cash, sensitive customer information, and POD documentation.
Continuous improvement orientation: proactive in suggesting process, routing, or technology enhancements.
Cultural sensitivity and professionalism when servicing diverse customer sites, including residential, retail, and institutional locations.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent (required).

Preferred Education:

Associate degree or certificate in Logistics, Supply Chain Management, Transportation, or a related field (preferred).

Relevant Fields of Study:

Logistics and Supply Chain Management
Transportation and Fleet Management
Business Operations
Supply Chain Analytics

Experience Requirements

Typical Experience Range:

1–5 years of delivery, courier, or transportation experience; last-mile / route-driving experience strongly preferred.

Preferred:

2–5+ years in a delivery specialist, courier, route driver, or delivery coordinator role with documented KPI achievement (e.g., >95% OTIF or high first-time delivery rates).
Experience with enterprise TMS/WMS platforms, handheld scanning hardware, and proof-of-delivery systems.
Clean driving record and valid driver’s license; CDL or special permits where required by vehicle class or client contracts.