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Key Responsibilities and Required Skills for Delivery Helper

💰 $ - $

LogisticsTransportationWarehouseLast-Mile DeliveryCustomer Service

🎯 Role Definition

The Delivery Helper (also called Delivery Assistant or Route Helper) supports safe, timely, and accurate last‑mile and local deliveries by assisting the driver with loading, transporting, handling, and delivering packages, merchandise, food, or other goods. This role emphasizes physical stamina, excellent customer service, strict adherence to safety and company procedures, and accurate completion of delivery documentation and electronic manifests. Delivery Helpers work closely with drivers, dispatch, warehouse staff, and customers to ensure an exceptional delivery experience while maintaining operational efficiency and loss prevention.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Warehouse Associate / Picker-Packer
  • Retail Stock Associate or Store Receiver
  • Seasonal or On‑demand Delivery Worker

Advancement To:

  • Delivery Driver / Route Driver
  • Lead Delivery Helper / Route Supervisor
  • Logistics Coordinator or Dispatcher
  • Operations or Warehouse Supervisor / Manager

Lateral Moves:

  • Inventory Control Specialist
  • Customer Service Representative (Returns & Claims)
  • Forklift Operator or Dock Lead

Core Responsibilities

Primary Functions

  • Assist the driver in loading the delivery vehicle with packages, freight, or merchandise according to the delivery manifest and route sequencing, ensuring heavy and fragile items are secured and organized for efficient unloading.
  • Perform timely and accurate unloading and delivery of parcels and goods to residential and commercial addresses, including carrying items up or down stairs and placing items at the requested delivery location.
  • Verify package contents, quantities, and shipping labels against manifests or handheld scanner records, scanning barcodes for proof of delivery (POD) and updating electronic delivery systems in real time.
  • Obtain customer signatures, collect required documentation or proof of delivery images, and follow company procedures for delivering age‑restricted or signature‑required items.
  • Communicate proactively with the driver, dispatch, and customers about delivery status, ETA changes, exceptions, or missed deliveries to enable on‑time problem resolution.
  • Maintain professional customer-facing interactions: answer basic questions courteously, escalate service issues or complaints to the driver or dispatcher, and follow up on calls regarding delivery exceptions or returns.
  • Safely operate non‑motorized and motorized material handling equipment as authorized (hand trucks, dollies, pallet jacks), following all safety and certification requirements.
  • Inspect packages and delivered items for damage and document any discrepancies, shortages, or customer refusals; initiate claims or return procedures with the driver and operations team.
  • Follow detailed route sequencing and delivery schedules provided by dispatch to minimize late or missed deliveries while optimizing fuel and time efficiency.
  • Adhere to all company, DOT, and local safety regulations while on vehicle and at customer sites, including proper lifting techniques, PPE use, and vehicle access protocols.
  • Assist with last‑mile troubleshooting such as rerouting packages to alternate addresses, coordinating with receivers for safe drop‑offs, and following policies for secure unattended deliveries.
  • Maintain vehicle cleanliness and organize daily equipment (straps, blankets, tie‑downs) to ensure safe transit and protect goods from damage.
  • Perform pre‑ and post‑shift vehicle checks (lights, tire condition, fluid levels, load security) in coordination with the driver and report any defects or maintenance needs according to company procedures.
  • Handle cash-on-delivery (COD) transactions, collection of payments, or delivery fees when required; follow company cash handling, receipt, and reconciliation protocols.
  • Support the driver in heavy or oversized item deliveries, coordinating safe placement, use of ramps or lifts, and assembly or staging when required by the service level.
  • Follow lost or misplaced package search procedures: check vehicle manifest, warehouse staging, and communicate with dispatch to locate and correct inventory inconsistencies as quickly as possible.
  • Record and report all delivery exceptions, delays, or customer refusals accurately in the delivery management system and escalate issues that require manager approval.
  • Assist in the inbound and outbound loading process at the depot by staging packages in route order, verifying counts, and documenting discrepancies before leaving for deliveries.
  • Participate in daily briefings and route planning with drivers and dispatch to review priority stops, special instructions (gates, appointments), and safety advisories or weather impacts.
  • Support company initiatives for shrink reduction and loss prevention by following chain‑of‑custody practices, secure handling, and verifying recipient identity when required.
  • Complete required training and certification programs (safety, vehicle operations, customer service, manual handling) and apply best practices to reduce incidents and claims.
  • Help process returns and exchanges at customer sites when applicable, including gathering required paperwork and ensuring returned items are scanned and returned to the proper depot location.
  • Assist in ad hoc operational tasks (inventory counts, restocking routes, labeling) during peak periods or when requested by the warehouse/operations team to maintain service levels.

Secondary Functions

  • Maintain accurate daily logs and timecards; report any schedule or route deviations to dispatch and operations leads.
  • Participate in monthly or quarterly safety audits and contribute observations on route hazards, packaging weaknesses, or customer access issues.
  • Support training of new Delivery Helpers by demonstrating loading techniques, scanner use, and customer interaction protocols.
  • Collaborate with warehouse personnel to improve loading sequences and reduce handling time through feedback and process suggestions.
  • Assist with light clerical duties such as printing manifests, completing inspection forms, and filing delivery exception documentation.
  • Contribute to continuous improvement initiatives by recording common delivery pain points and suggested operational efficiencies for the logistics manager.
  • Help coordinate special delivery requests such as appointments, timed deliveries, or white‑glove service handoffs by documenting customer requirements and notifying supervisors.
  • Transport small inventory transfers between nearby depot locations or retail stores following internal transfer procedures.
  • Maintain and organize onboard delivery supplies such as packaging tape, labels, safety vests, and customer return bags.
  • Conduct basic inventory reconciliations for missing or mislabeled packages and participate in investigations until resolution.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficient operation of handheld scanners, mobile delivery apps, and digital proof-of-delivery systems (POD); ability to troubleshoot basic device issues.
  • Strong route awareness and GPS/navigation skills using mobile navigation tools (Waze, Google Maps) and company routing software.
  • Certified or experienced in safe manual material handling techniques; able to lift, carry, push, and pull packages up to company standard (commonly 50 lbs or per company policy).
  • Experience operating hand trucks, dollies, pallet jacks, and familiarity with loading/unloading procedures; forklift certification preferred but not always required.
  • Basic vehicle inspection and light maintenance knowledge: pre‑trip checks, reporting fluid/tyre concerns, and securing loads to DOT standards.
  • Cash handling and transactional skills for COD deliveries, with experience reconciling receipts and following cash-secure procedures.
  • Ability to read and interpret delivery manifests, barcodes, shipping labels, and route instructions with high accuracy.
  • Familiarity with warehouse staging processes, palletizing techniques, and safe stacking to protect goods in transit.
  • Knowledge of local transportation regulations and basic DOT/OSHA safety requirements applicable to delivery operations.
  • Basic computer and clerical skills: entering delivery notes, filling exception reports, and using email/dispatch communication tools.

Soft Skills

  • Excellent customer service and interpersonal communication; calm, courteous, and professional demeanor in face-to-face interactions.
  • Strong time management and organizational skills to meet tight delivery schedules and prioritize stops efficiently.
  • High attention to detail to prevent misdeliveries, ensure accurate scanning, and detect damaged or incomplete shipments.
  • Problem-solving and quick decision-making when encountering access issues, missing recipients, or delivery exceptions.
  • Physical stamina, dependability, and a strong work ethic to perform repetitive lifting and frequent walking throughout a shift.
  • Teamwork and collaboration skills; ability to support drivers, warehouse staff, and dispatch under pressure.
  • Adaptability to changing routes, weather, and operational conditions while maintaining service quality.
  • Accountability and integrity, especially when handling customer property, cash transactions, or confidential delivery information.
  • Conflict de-escalation skills for resolving dissatisfied customers or delivery disputes professionally.
  • Willingness to learn, take feedback, and follow standardized procedures and safety protocols.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or GED or equivalent practical experience in delivery, warehouse, or retail operations.

Preferred Education:

  • Vocational training or certifications in logistics, transportation, material handling, or occupational safety.

Relevant Fields of Study:

  • Logistics and Supply Chain Management
  • Transportation/Driver Training
  • Business Administration
  • Industrial Technology or Occupational Safety

Experience Requirements

Typical Experience Range:

  • 0 to 3 years (many employers hire entry-level candidates; prior physical manual-labor or retail experience is beneficial)

Preferred:

  • 1+ year of last‑mile delivery, courier, or warehouse experience with hands‑on package handling and use of handheld scanning devices.
  • Experience with signed deliveries, COD, appointment-based deliveries, or white-glove services is a plus.
  • Valid driver's license in good standing; clean driving record. CDL not typically required for helper roles but is advantageous for promotion to driver positions.
  • Certifications such as forklift operator, OSHA 10/30, or defensive driving are desirable.
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