Meet Our Delivery Operations Team: Building Trust Through Communication

Dedicated Delivery Service Communication

Let's quickly talk about what dedicated delivery service is and the levels of communication. This program is an integrated solution providing companies with a customized private fleet of vehicles, drivers, and an internal response team. It gives companies the authority to relinquish as much or as little control of their delivery department to fit their needs by tweaking the level of communication, service, and variety of vehicles.

Communication can be direct or indirect. Direct meaning that we're involved in every aspect of communication and management between the driver, our client, and their clients. We will also use our system to manage and dispatch the drivers. Other clients prefer indirect. They want to supervise the process and drivers and use their transportation management system. They want the authority to oversee their delivery department but don't want the noise of resourcing it from A to B.

System integrations like EDI or API allow companies to continue operating seamlessly using their order management system. This helps avoid data duplication, overcommunication, inaccuracy, and potential errors. 

Flexibility in service and communication eases the transition without compromising the value of service. It removes the hassle of resourcing internal personnel, buying advanced routing technology, or retaining drivers.

Get To Know The Team

We've highlighted drivers and vehicles many times when discussing Dedicated Delivery Services. They are critical aspects of the service, but there's another critical piece. You also get an entire delivery operations team. With a combined tenure of over 150 years, our 24/7/365 centralized operations team oversees deliveries from the inside and ensures communication standards are met daily.

Team communication at Excel is so important that the room layout is designed to have all these groups sitting in the same area. The goal is to achieve fast communication between them and provide our clients with immediate responses to their inquiries. Skilled communicators are the foundation of this team:

Excel Courier's Client Account Managers, like Daryn, pictured below, are personnel assigned to specific clients. They manage the relationship and are points of escalation to take appropriate action to address customer concerns.
Our Client Services team provides the utmost flexibility in managing tailored scopes of work for our clients. On this team, our Client Account Managers possess expertise and knowledge on how to ensure all protocols are followed accurately, making sure that operations run smoothly and successfully.

We handle extremely critical material daily with detailed requirements such as temperature control, package labeling, and flight times. Our team takes preventative measures to ensure the data quality is correct. Client Services will dig for the answers they need to provide excellent service, keeping themselves and our clients accountable. If there is any information discrepancy, our Client Services team will immediately be on the phone to confirm any changes with the client before further movement. Our goal is to create a seamless and accurate delivery experience.

Operations Supervisor & Operation Manager

Excel Courier’s Operations Supervisor oversees and maintains the external relationship and service standards for our clients and drivers assigned to Dedicated Delivery accounts. This role is responsible for establishing and monitoring performance goals and objectives, identifying areas for improvement, and making necessary changes to maintain a successful fleet. They step in wherever needed to ensure the Dedicated Delivery client receives quality service every single day.

The Operations Manager's main responsibility is managing internal operations. They oversee our daily operations and ensure the internal support team runs smoothly and efficiently by managing and directing various staff, processes, and resources. They are also responsible for developing and implementing strategies and policies to achieve Excel Courier's mission of being a place where customers come for solutions, employees find purpose in their work and drivers will be successful.

Dispatch

Our dispatchers are the link that keeps our delivery system connected. They provide a vital line of communication between drivers and client services, allowing for real-time updates as deliveries progress. By tracking driver movement via GPS technology, they make sure every route is optimized to maximize timeliness in order to meet client's expectations - no matter what traffic conditions may arise!

Field Coordinators are Excel Courier representatives we can assign to be stationed at the dedicated client's location(s).  They are the daily correspondents between drivers, the internal team, and their assigned clients. Their responsibility is to ensure deliveries run smoothly and on time, with the assistance of our Operations Supervisor. Field coordinators provide additional support and extra accountability when needed. The field coordinator is the jack of all trades. They are trained to be backup drivers, dispatch drivers directly from the client's location, and manage relationships. They provide extra assurance that an Excel Courier representative manages a process you can directly oversee.

Vendor Management

Vendor Management is synonymous with driver management. They manage our entire fleet of over 200 drivers. They monitor drivers' performance, ensure they follow safety regulations, update required documents, and support drivers however needed.

Vendor Managers coordinate driver training and development programs, evaluate driver performance and work to improve the customer's experience with our drivers. Additionally, they assist with scheduling, route planning, and the overall coordination of drivers.