PUD Quality Specialist

POSITION SUMMARY:

The Pick-Up and Delivery (PUD) Quality Specialist is responsible for pick-up and delivery training in the assigned market, ensuring equipment is maintained and functioning properly. This position is also responsible for assisting the Transportation Operations Manager in ensuring that couriers are following proper procedures on a day-to-day basis, that customer experience objectives are met, and with various types of courier training and assisting the Transportation Operations Manager.

The PUD Quality Specialist will spend the majority of time on the road with couriers to establish best practices and develop good habits on the road and in addition perform all functions normally performed by an PUD Courier, as business need requires. The PUD Quality Specialist will work closely with the Transportation Operations Manager and other quality teams to improve on-time performance, safety and the customer experience in the assigned market.

This position will also champion and support implementation of program and/or process changes in the field.

(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

• Coach, monitor and develop couriers in on-road procedures and safety best practices to ensure consistency and continuous improvements, as needed.
• Ensure a positive customer experience.
• Act as liaison and partner with the Transportation Operations Manager for courier-related communications and issues.
• Responsible for on-time performance compliance and following Standard Operating Procedures in local market.
• Conduct courier check rides to ensure proper methods and procedures are adhered to.
• Assist couriers with knowledge of reports, vendor managed maintenance, safety and handheld device.
• Ensure fleet is properly and routinely maintained (e.g., oil changes, external appearance, preventative maintenance, etc.).
• Responsible for proper accident training with couriers.
• Partner with the safety department for courier safety program implementation.
• Receives daily route information from a centralized dispatcher via a company-provided handset.
• Drives a company vehicle to perform pick-up/delivery service for Fed Ex Office centers and for customers, as business need requires; pick-up duties include driving to the customer's place of business (or a Fed Ex Office Center), receiving orders or packages and picking up supplies and inventory items from the vendor's place of business; delivery duties include, but are not limited to delivering finished orders or packages to customers (or a Fed Ex Office Center), distributing marketing materials as requested.
• Ensures quality of package delivery, which includes strict compliance with safety regulations, policies and standards when handling perishables or other items requiring specialized handling including, but not limited to dry ice, clinical samples and/or medical products.
• Ensures customers have adequate supplies of Fed Ex materials for shipping purposes.
• Ensures packages conform to Fed Ex features of service, proper labeling is provided, and all paperwork is complete, neat and accurate; this specifically includes ensuring that all packages requiring special handling or transportation are properly packed and labeled, so that such packages can be transported in accordance with established safety and regulatory procedures.
• Ensures quality service is provided during each customer interaction by providing efficient and professional delivery service, answering customer questions, resolving problems or concerns and interacting in a polite and caring manner.
• Answers customer questions on Fed Ex Office and Fed Ex features of service and keeps customers informed about the company and its services.
• Operates company vehicle according to applicable motor vehicle regulations, company policy and auto insurance guidelines.
• Ensures the proper upkeep and maintenance of the vehicle by conducting regular servicing and cleaning procedures.
• Follows accident procedures and observes traffic laws.
• Adheres to all Fed Ex Office company policies and guidelines as well as vehicle safety policies and guidelines.
• Seeks additional business from current customers and attempts to gain new business.
• Scans packages according to prescribed procedures, demonstrates proficiency in features of service and equipment.
• Performs additional duties within the assigned center during non-delivery times.
• Maintains pick-up and delivery logs and…