Topics and Reports
Everything related to delivery and shipping at Trustu — articles, reports, and brief updates to help you make faster decisions.
Many topics… with details as needed
Each topic has a quick summary, and when you click Read More the full details appear without leaving the page.
A professional guide outlining the representative's tasks and their role in the success of e-commerce operations and delivery services. Read More
Main Tasks
- Receiving packages from the warehouse or operations center.
- Ensuring the number of packages and quantities received match.
- Inspecting the condition of packages before departure.
- Communicating with customers to confirm delivery.
- Delivering orders within the specified timeframes.
- Collecting cash amounts when necessary.
- Returning items according to company procedures.
- Updating order statuses immediately in the system.
Responsibilities towards Customers
- Interacting with respect and professionalism.
- Maintaining the confidentiality of customer data.
- Representing the company positively.
- Resolving simple issues on-site when possible.
- Adhering to appropriate appearance and professional conduct.
Responsibilities towards Packages
- Maintaining the safety of shipments and preventing damage or loss.
- Arranging packages inside the vehicle securely.
- Adhering to procedures for handling sensitive products.
Financial Responsibilities
- Accurately collecting cash amounts and delivering them according to procedures.
- Maintaining daily financial records and reporting any discrepancies.
Required skills
- Excellent communication, and efficient time and route management.
- Ability to handle work pressure and use applications and systems.
- Integrity, discipline, and commitment.
Key Performance Indicators (KPIs)
- Successful delivery rate, and number of orders daily.
- Return rate, customer satisfaction, and accuracy of collection.
- Commitment to working hours.
The representative is the company's interface with customers and merchants, directly affecting the final customer experience. Therefore, the professional selection and training of representatives is one of the most important success factors.
Product quality, confirmation before shipping, and customer quality… factors that raise or lower the rate.
- Confirming the order before shipping to reduce rejections.
- Writing the address and phone number clearly.
- Improving packaging to reduce damage and returns.
- Following up on cases continuously and addressing issues quickly.
A quick look at the key numbers you need to see weekly/monthly to know where the problem is and fix it.
- Successful delivery rate and return rate.
- Average delivery time and areas of delay.
- Accuracy of collection and reasons for discrepancies.
- Recurring customer feedback.
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For companies and stores
Organizing shipping, managing returns, and improving customer experience.
Display topicsCoverage and expansion
Delivery areas, planning for expansion, and points of improvement.
Display topicsService and tracking
Order tracking, customer feedback, and frequently asked questions.
Display topicsLatest topics
Two key topics to understand the "delivery rate" correctly, and the difference between the role of the merchant and the role of the delivery company.
Merchant delivery rate: what does it mean and how can it improve?
Product quality, confirmation before shipping, and customer quality… factors that raise or lower the rate.
اقرأ الموضوعMerchant delivery rate: what does it mean and how can it improve?
Product quality, confirmation before shipping, and customer quality… factors that raise or lower the rate.
اقرأ الموضوعDelivery company rate: what does it mean and how is it measured?
Communication, scheduling, delivery speed, and status updates… operational performance that directly impacts.
اقرأ الموضوعThe difference between them (quick summary)
The delivery company rate measures the quality of execution, communication, and delivery after the order is out for delivery, while the merchant delivery rate measures the quality of the order, customer type, and purchase decision before and during shipping. Therefore, the true rate is a joint result between both parties + factors related to the customer.