The Courier Officer is responsible for managing end-to-end courier operations, ensuring timely dispatch and delivery of orders, monitoring shipment status, coordinating with courier partners and branches, managing Cash on Delivery (COD) collections, handling returned and damaged shipments, negotiating courier rates, and maintaining accurate operational records. The role also focuses on improving logistics performance, implementing industry best practices, and achieving operational KPIs.
Key Responsibilities
Courier Operations
- Ensure all dispatched orders are delivered to the respective branches and customers within the committed timeline.
- Monitor daily shipment movement and proactively follow up on delayed or pending deliveries.
- Ensure all shipment details are accurately and timely updated in the ERP/portal.
- Coordinate with courier partners to resolve delivery issues and ensure smooth order fulfillment.
- Monitor package movement from dispatch until successful delivery.
Return & Reverse Logistics
- Monitor cancelled shipments and ensure compliance with the company's 3 Days & 3 Attempts return policy.
- Coordinate with courier partners, branches, and the Head Office to ensure timely return of undelivered packages.
- Verify returned packages received at Head Office and coordinate their return to the respective branches.
- Ensure return charges are accurately verified and updated in the system and tracking records.
- Maintain proper documentation for all returned shipments.
Cash on Delivery (COD) Management
- Reconcile COD collections received from branches with records maintained by the Accounts Department.
- Conduct COD reconciliation every Monday and Thursday.
- Identify and resolve discrepancies in COD collections through coordination with branches and Accounts.
- Ensure timely communication of COD receipts and pending collections.
Courier Billing & Vendor Management
- Verify courier invoices against shipment records before payment processing.
- Coordinate with the Accounts Department for timely payment of courier partners.
- Negotiate courier service rates to achieve cost-effective logistics operations.
- Continuously evaluate courier performance and explore alternative vendors for better pricing and service quality.
- Maintain strong relationships with courier service providers.
Damage Claims & Customer Support
- Monitor damaged shipments and investigate the root cause.
- Coordinate with courier partners for compensation or claim settlements.
- Ensure damage claims are processed in accordance with the company's refund policy.
- Support customer service teams in resolving courier-related complaints.
International Courier Development
- Explore opportunities to establish international courier services.
- Identify reliable international courier partners with competitive pricing.
- Develop standard operating procedures (SOPs) for international shipping.
- Define service scope, pricing structure, restrictions, and documentation requirements.
Process Improvement & Compliance
- Develop and implement standardized courier operation procedures.
- Ensure compliance with company policies and courier service standards.
- Identify operational bottlenecks and recommend process improvements.
- Benchmark industry best practices and implement suitable operational improvements.
- Coordinate and support courier-related teams to achieve operational excellence.
Reporting & Performance Monitoring
- Prepare daily, weekly, and monthly courier performance reports.
- Track courier performance and operational KPIs.
- Analyze shipment trends and recommend corrective actions where necessary.
- Maintain accurate courier records and operational documentation.
