WHAT DOES A DELIVERY COORDINATOR DO?

Published: October 8, 2024 - The Delivery Coordinator ensures customer onboarding projects are driven from kickoff through to completion, maintaining meticulous oversight throughout each phase. This role entails consistent communication with customers and internal teams to assign tasks, monitor progress, and handle weekly check-ins and reporting. The position also involves collaboration with various departments to develop and present detailed project plans, including managing timelines and communicating billing triggers essential for invoicing purposes.

A Review of Professional Skills and Functions for Delivery Coordinator

1. Delivery Coordinator Duties

  • Change Management: Ensure delivery of planned sprints according to the agreed content and release date.
  • Team Management: Manage the development team of the service (availability, behaviors, performance, etc.).
  • SCRUM Mastery: Assume the role of SCRUM Master for the development team (daily meetings, sprint planning, grooming sessions, and retrospectives).
  • Onboarding: Plan and carry out the onboarding of new developers.
  • Collaboration: Work in collaboration with the business team to build and maintain technical and functional knowledge.
  • Task Planning: Work in collaboration with the business team to plan high-priority tasks during sprint execution.
  • Service Improvement: Implement service improvement plans to address problems and improve delivery.
  • Compliance: Validate that IT architectural guidelines, standards, policies (e.g., security, risk, etc.) are followed.
  • System Maintenance: Ensure, from a technical/architectural perspective, availability, maintenance, and continuous improvement of the system.
  • Resource Coordination: Coordinate internal resources and third parties for the flawless execution of the delivery.

2. Delivery Coordinator Details

  • Reporting: Provide status reports on the tranche delivery plans, including major issues with owners and actions, risks, and mitigations as required by the Delivery Manager, Project Manager, and Governance forums.
  • Delivery Management: Ensure that completed delivery is handed to the relevant teams.
  • Stakeholder Engagement: Work closely with key internal stakeholders to ensure that delivery is aligned with the objectives of the company.
  • Communication: Communicate regularly with other delivery coordinators to ensure alignment between delivery stages, good practice, process improvement, and lessons learned.
  • Order Management: Be in charge of day-to-day B2B order management (aging order, SLA, forecast, carrier performance).
  • Order Supervision: Supervise special orders (bulk, express, etc.).
  • B2B Reporting: Be responsible for reporting on B2B operations for operations and the B2B team.
  • Issue Investigation: Investigate order issues in coordination with Customer Service and B2B departments.
  • Carrier Follow-up: Follow up with the carrier on investigations and query cases.
  • System Monitoring: Monitor the interface between the ERP and warehouse management system.

3. Direct Delivery Coordinator Responsibilities

  • Program Coordination: Coordinates, supports, and troubleshoots home delivery programs, such as white glove and parcel delivery, to ensure timely and efficient delivery of high-quality SSB products.
  • Issue Resolution: Receives, assesses, and resolves day-to-day issues relayed via email or phone such as cancellations, missed deliveries, scheduling issues, incorrect data, EDI issues, returns, or customer complaints in a timely and accurate manner.
  • Liaison: Acts as a liaison and proactively coordinates with home delivery providers, plants, and various personnel in Accounting, Sales, and IT as needed to resolve issues.
  • Cost Monitoring: Monitors the cost-effectiveness of the home delivery functions, including reviewing transactions for correct pricing, adherence to Service Level Agreements, and regulating SSB's plant and supplier performance.
  • Report Preparation: Prepares and distributes daily management reports such as Error Reports, Return Reports, Claims Reports, and other standard and ad hoc reports as needed in an accurate manner.
  • Claims Management: Maintains claims and return information ensuring processes are followed, returns are picked up and/or claims are filed.
  • Documentation: Ensures claim process, tracking, losses, and lost or gained monies are documented.
  • Audit Compliance: Completes weekly audits on carrier billing to ensure accuracy in freight invoices along with working the exception reporting to resolve issues.

4. Program Delivery Coordinator Job Summary

  • Strategic Coordination: Coordinate the implementation of the Deputy Chief Operating Officer's strategic vision, lead strategic analyses in support of the vision of the Deputy Chief Operating Officer.
  • Problem Solving: Leverage staff and subject matter expertise to solve delivery challenges, recommend solutions to delivery and program-wide challenges.
  • Solution Development: Develop and implement efforts for recommended solutions.
  • Communication: Develop documents and presentations to clearly explain complex, technical issues and recommendations to executives, Board of Directors, stakeholders, and the public.
  • Governance Support: Review materials related to agenda items, attend committee meetings, and assist in streamlining the governance process.
  • Issue Communication: Understand and effectively communicate issues with reviewed agenda items to executive leadership.
  • Strategic Support: Support the delivery of contract requirements, conduct strategic analyses in support of the vision of the Deputy Chief Operating Officer.
  • Requirement Analysis: Elicit, analyze, communicate, test, and verify requirements to implement the Deputy Chief Operating Officer's vision.
  • Report Review: Review reports prior to executive sign-off and publication.

5. Service Delivery Coordinator Accountabilities

  • Project Management: Drive customer onboarding projects from kickoff through to completion.
  • Communication: Communicate with customers and resources, including weekly project check-in meetings, assigning tasks, tracking completion, and reporting on project completion.
  • Project Monitoring: Monitors each project he/she manages to ensure that projects remain on track, meet deadlines, stay within budget, and progress according to plan.
  • Risk Identification: Identify project risks in any of these areas and provide communication of the risk to all parties involved.
  • Plan Creation: Create & Communicate Project Plans.
  • Plan Development: Service Delivery Coordinators develop concrete, detailed plans for customer onboarding projects, including the schedule, milestones, duties of each team member (internal and external), and project goals.
  • Team Collaboration: Collaborate with various teams and hold meetings to develop and present project plans before beginning the project.
  • Financial Coordination: Involve in regular meetings with the Accounting department and is responsible for communicating key billing triggers and timelines for invoicing purposes.
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