Fleet & Delivery Officer

Department Fleet & Last-Mile Operations Reports to Fleet Supervisor Duty station Enterprise Road Direct reports None Employment Full-time / as contracted Role level Frontline operations Position purpose The Fleet & Delivery Officer is responsible for the safe, timely, accurate and professional delivery of packages and orders to the company's Members and other authorized recipients. The role executes assigned routes, maintains continuous accountability for packages, communicates effectively with Members, records proof of delivery, and promptly updates backend or other approved systems. The officer also cares for assigned vehicles or motorcycles and supports approved operational work when delivery volumes are low. Expected outcomes Every package accounted for. Deliveries completed within agreed timelines; Members treated with care; accurate delivery records; safe, economical use of company resources. Key responsibilities Dispatch readiness and package handover Collect assigned packages against the approved manifest or system list; verify counts, identifiers, visible condition, destination and delivery instructions before leaving the station. Immediately report missing, damaged, incorrectly labelled or otherwise discrepant items; do not accept or dispatch unresolved variances without authorization. Confirm route details, recipient contact information, relevant delivery requirements and required documentation before departure. Handle and load packages securely, with extra care for fragile, valuable or sensitive items. Route execution and successful delivery Complete assigned local or long-distance deliveries safely and within approved service timelines, following routes and priorities set by the Fleet Supervisor. Where required, contact Members before arrival to confirm availability, location and access instructions; provide realistic arrival updates. Hand packages only to the Member or authorized recipient after the prescribed verification; obtain valid proof of delivery before marking a delivery complete. Escalate delays, route disruptions, location issues, unsuccessful attempts and other barriers promptly; do not make unauthorized changes to destinations or recipients. Follow approved procedures for pickups, inter-branch movements, collections and 3PL deliveries when assigned. Member experience and representation Treat every Member and recipient with courtesy, patience, professionalism and respect, including when an issue or disagreement arises. Communicate clearly about delivery status, delays and next steps without making promises beyond approved service commitments. Handle inquiries and complaints professionally, refer unresolved cases to the appropriate team and protect confidential Member information. Maintain a professional appearance and conduct that builds confidence in the company's delivery service. Proof of delivery, systems and exception reporting Capture accurate delivery outcomes, recipient details and approved proof of delivery in backend or other designated systems at the required time. Document failed attempts using the correct reason, supporting evidence and escalation route; follow approved rescheduling and return procedures. Maintain complete and accurate route sheets, manifests, movement logs, and any assigned devices or paper documentation. Ensure cash or other payments are accepted only when expressly authorized and reconciled strictly under Finance-approved procedures. Package security and end-of-day reconciliation Maintain an unbroken chain of custody from package collection to confirmed delivery, authorized transfer or return to the station. Protect packages against theft, loss, damage, tampering, weather exposure and unauthorized access; never leave them unsecured. Immediately report loss, damage, suspected tampering, delivery disputes, incidents or unauthorized requests. Reconcile all assigned packages and delivery statuses at the end of the shift; return undelivered items and supporting documents through the approved handover process. Vehicle, motorcycle and road safety Conduct and record required pre-use checks, including tyres, brakes, lights, mirrors, fuel level, roadworthiness and safety equipment. Operate only vehicles or motorcycles for which the officer is duly licensed and authorized; comply with traffic laws, defensive-driving practices and company safety rules. Keep assigned assets clean and secure; maintain accurate mileage, fuel, movement and incident records. Report faults, breakdowns, accidents and maintenance needs immediately to the Fleet Supervisor; do not authorize repairs or incur unapproved costs. Productivity and cost-conscious execution Plan the practical sequence of assigned stops, within supervisor instructions, to reduce avoidable travel, fuel use, idle time and repeat attempts without compromising safety. Make effective use of assigned delivery time and capacity; flag inefficient routes, recurring delivery barriers and opportunities to improve service. Avoid unauthorized trips, personal use of company assets, unnecessary idling, preventable expenses and unapproved charges to Members. Teamwork and operational support Coordinate closely with the Fleet Supervisor, E-commerce, Warehouse, Member Care, Finance and 3PL teams to resolve delivery readiness and handover issues. When delivery volume is lower, support approved activities such as sorting, scanning, weighing, labelling, shelving, package audits, 3PL order preparation, inventory checks and delivery preparation. Participate in team briefings, training, emergency response and continuous-improvement activities; raise operational concerns and suggestions early. Carry out other lawful, reasonable tasks assigned by management that are consistent with the role, capability and applicable safety requirements. Non-negotiable delivery controls No collection or dispatch without an accurate package handover record. No delivery closure without authorized recipient verification and valid proof of delivery. No failed attempt, loss, damage or discrepancy left unreported or undocumented. No unaccounted-for package at the end of the shift. No unsafe driving, unauthorized trips, unapproved fees or misuse of Member information. Performance and accountability Performance will be assessed against approved country targets, with an indicative scorecard as follows. Targets and attribution rules are set by the Fleet Supervisor and country leadership and communicated in advance. MEASURE HOW IT IS ASSESSED WEIGHT On-time delivery Eligible deliveries completed within the agreed Member delivery window. 25% Delivery completion Completed assigned deliveries and first-attempt success, with documented exception reasons. 20% Member experience Professional conduct, timely communication and attributable service complaints. 15% Package control & records Manifest reconciliation, valid proof of delivery, accurate backend updates and exception reporting. 20% Efficiency Productivity per route or shift, route discipline, and responsible fuel and time use. 10% Safety & asset care Required checks, safe driving, log accuracy, asset care and compliance with operating procedures. 10% TOTAL 100% Fair attribution: Issues outside an officer's control (such as late warehouse release, incorrect addresses or unavailable Members) must be recorded and assessed fairly rather than automatically treated as officer failure. Reporting lines and decision rights Officer responsibilities Execute assigned deliveries; maintain package custody, delivery records, safe asset use and timely escalation of exceptions. Identify and report cost, route, maintenance or service problems, with practical recommendations for improvement. Fleet Supervisor responsibilities Own overall dispatch planning, route and capacity assignment, team supervision, performance management, approved fleet maintenance coordination and escalation decisions. Approve exceptions or obtain the relevant authorization; officers must not independently authorize repair expenditure, select vendors, change delivery pricing, waive company requirements or issue disciplinary decisions. Minimum requirements and competencies Qualifications and practical skills Valid licence and authorization appropriate to the vehicle or motorcycle used, with a satisfactory driving or riding record where applicable. Practical experience in delivery, courier operations, transport or another Member-facing logistics role is preferred. Ability to use a smartphone, maps/GPS, electronic proof-of-delivery tools and company systems accurately. Basic numeracy, clear verbal and written communication, and sound record-keeping ability. Ability to safely handle assigned packages and work within the physical requirements of the role, with appropriate support or reasonable accommodation where required. Behavioral expectations Integrity, reliability, punctuality, ownership, attention to detail and sound judgment. Member-first service mindset, teamwork, calm problem-solving and willingness to learn. Commitment to safe driving, confidentiality, company policies and responsible stewardship of resources. Working arrangements and acknowledgment Work hours, routes, work location, peak-period scheduling and any travel will be assigned in accordance with the employment contract, company policy and applicable law. Safe service and lawful working practices always take priority over delivery speed. This description outlines the role's main duties and may be reasonably updated as operational needs evolve.