Delivery Service Control for Logistics Coordinators Training Course
| Course code | SD-LD-090 |
|---|---|
| Duration | 5 days |
| Level | Intermediate |
| Category | Logistics & Distribution |
| Delivery | Classroom or live online |
| Language | English |
| Certificate | Certificate of completion |
Course overview
Logistics coordinators are expected to keep deliveries moving despite late carrier arrivals, incomplete proof of delivery, route changes, failed delivery attempts, damaged consignments and conflicting information from warehouses, transport providers and customers. Without a disciplined delivery-control process, exceptions are discovered too late, service failures are poorly documented, and transport costs rise through avoidable expedites, redeliveries and unchallenged carrier invoices. This course equips coordinators to establish daily control over the delivery lifecycle from dispatch release through to confirmed receipt and performance review.
Participants learn how to build a delivery control tower routine using shipment status milestones, exception codes, escalation rules and carrier scorecards. They practise validating transport orders, setting realistic expected delivery dates, tracking actual-versus-planned performance, managing proof-of-delivery discrepancies and reconciling freight invoices against agreed service and rate terms. The course also covers root-cause analysis for recurring delivery failures, structured communication with carriers and customers, and dashboard reporting using operational KPIs such as on-time-in-full, delivery-in-full, dwell time, failed-delivery rate and cost per delivery.
Instructor-led demonstrations, transport-control scenarios and spreadsheet-based workshops use realistic dispatch lists, carrier updates, delivery notes and invoice extracts. Participants build a practical Delivery Service Control Pack containing a milestone tracker, exception log, escalation matrix, carrier scorecard, KPI dashboard specification and 30-day implementation plan. The course is particularly valuable for coordinators responsible for daily transport execution, carrier follow-up, customer delivery updates and service-performance reporting across road, parcel, courier or mixed distribution networks.
Course objectives
By the end of this course, participants will be able to:
- Build a shipment milestone tracker that compares planned, estimated and actual delivery events
- Classify delivery exceptions using a standardised exception-code taxonomy and severity rules
- Apply an escalation matrix to assign ownership, response times and customer communication actions
- Calculate OTIF, delivery-in-full, failed-delivery and dwell-time performance measures from transport data
- Reconcile carrier freight invoices against transport orders, proof of delivery and agreed rate conditions
- Conduct a five-whys root-cause analysis for recurring late, damaged or failed deliveries
- Create a carrier scorecard with service, cost, claims and responsiveness measures
- Produce a Delivery Service Control Pack for implementation in an active distribution operation
Benefits of attending
For you
- Gain a repeatable daily control routine for identifying and resolving delivery risks before customers escalate
- Build credibility with carriers and internal stakeholders through documented exception evidence and service measures
- Learn to challenge incorrect freight charges using transport-order, rate and proof-of-delivery records
- Develop a portfolio-ready Delivery Service Control Pack that can be adapted to an employer’s operation
- Prepare for broader transport operations, distribution supervision or logistics performance analyst responsibilities
For your organisation
- Reduce late discovery of delivery failures through defined milestones, alerts and escalation ownership
- Improve carrier accountability with consistent scorecards, documented exceptions and performance review evidence
- Lower avoidable redelivery, expedite and disputed-invoice costs through better delivery closure controls
- Provide customer service teams with reliable delivery-status information and agreed communication triggers
- Create comparable delivery KPI data that supports corrective action across sites, carriers and service lanes
Target competencies
Who should attend
- Logistics Coordinators — who control daily deliveries and need earlier visibility of service exceptions
- Transport Coordinators — who allocate loads, follow carriers and resolve in-transit disruptions
- Distribution Coordinators — who manage warehouse-to-customer delivery performance across multiple channels
- Customer Service Logistics Officers — who provide delivery updates and need evidence-based resolution processes
- Freight Operations Supervisors — who require consistent controls for carrier performance and proof-of-delivery closure
- Supply Chain Analysts — who prepare transport KPIs and need to convert delivery data into corrective action
Requirements and prerequisites
Participants should have at least six months of experience in logistics, distribution, customer delivery support or transport administration. They should understand basic shipment documents and terms such as transport order, consignment, carrier, proof of delivery, delivery window and freight invoice. Confidence using Microsoft Excel for filters, formulas and tables is assumed, as several exercises use operational datasets. Familiarity with a transport management system or ERP dispatch screen is useful but not essential; examples are explained during the course. No programming, advanced data analytics, procurement qualification or prior Power BI experience is required.
Training methodology
The course combines instructor-led delivery-control models with hands-on work using dispatch registers, carrier status feeds, proof-of-delivery records and freight invoice extracts. Participants configure milestone and exception fields in Excel, calculate service KPIs, and work in groups on disrupted-delivery cases requiring carrier, warehouse and customer coordination. Facilitated reviews examine the quality of escalation decisions and evidence trails. Each day adds a component to the final Delivery Service Control Pack, culminating in a practical 30-day application plan for the participant’s own delivery operation.
Course outline
Day 1: Establishing delivery control from dispatch to receipt
- Delivery lifecycle mapping from order release to proof-of-delivery closure
- Transport order, consignment and delivery-note data requirements
- Planned versus estimated versus actual delivery milestones
- Control-tower routines for morning, midday and end-of-day reviews
- Delivery service definitions, customer windows and acceptance criteria
- Data ownership across warehouse, carrier, customer service and consignee teams
- Microsoft Excel shipment tracker structure using filters, validation and status fields
Workshop: Participants map a delivery lifecycle for a multi-carrier operation and produce a first-version shipment milestone tracker.
Day 2: Managing delivery exceptions and escalations
- Exception-code taxonomy for late, failed, damaged, short and misrouted deliveries
- Severity scoring based on customer impact, product value and delivery-window risk
- Expected-delivery-date calculation and alert thresholds
- Escalation matrices with named owners, response targets and decision rights
- Carrier chase protocols and evidence requests
- Customer communication templates for delay, failed-delivery and damage notifications
- Exception-log ageing analysis and closure discipline
Workshop: Using live-style carrier updates, participants classify delivery failures, prioritise an exception queue and produce an escalation matrix.
Day 3: Measuring carrier and delivery-service performance
- OTIF and delivery-in-full calculation rules
- On-time measurement against promised date, delivery window and appointment time
- Failed-delivery, redelivery and first-attempt-success rate analysis
- Dwell-time and handover-delay measurement
- Carrier scorecard design for service, cost, claims and responsiveness
- Lane, depot, customer and product-segment performance comparisons
- Microsoft Power BI dashboard requirements and KPI data definitions
Workshop: Participants calculate delivery KPIs from a transport dataset and create a carrier scorecard with corrective-action priorities.
Day 4: Controlling proof of delivery, claims and freight costs
- Proof-of-delivery completeness, signature and timestamp validation
- GS1 SSCC identifiers and shipment-traceability controls
- Discrepancy handling for shortages, damages and refused deliveries
- Claims evidence packs including photographs, delivery notes and carrier correspondence
- Freight invoice matching against transport orders and agreed rates
- Accessorial charge validation for waiting time, redelivery and fuel surcharges
- SAP Transportation Management status and settlement data concepts
Workshop: Participants audit a delivery file, identify proof-of-delivery and invoice discrepancies, and produce a claim or charge-dispute evidence pack.
Day 5: Driving corrective action and implementation
- Five-whys analysis for recurrent delivery service failures
- Pareto analysis of exception causes and carrier non-conformance
- Corrective and preventive action registers
- Carrier performance review meeting agendas and evidence packs
- Service recovery actions for priority customers and critical deliveries
- Thirty-day delivery-control implementation planning
- Delivery Service Control Pack governance and monthly review cadence
Workshop: Participants complete and present a Delivery Service Control Pack and a 30-day implementation plan based on a realistic distribution case.
Tools & standards covered
Microsoft Excel, Microsoft Power BI, SAP Transportation Management, GS1 Serial Shipping Container Code (SSCC) standard
A typical training day
| 08:30 – 10:30 | First session |
| 10:30 – 10:45 | Refreshment break |
| 10:45 – 12:30 | Second session |
| 12:30 – 13:30 | Lunch and networking |
| 13:30 – 15:00 | Third session |
| 15:00 – 15:15 | Refreshment break |
| 15:15 – 16:30 | Workshop and daily review |
Live online deliveries follow the same structure in the East Africa Time zone, with shorter screen blocks and longer breaks.
What the fee includes
- Instruction by a practitioner facilitator
- Full course workbook and materials
- Exercise files, templates and case studies
- Certificate of completion
- Refreshments and lunch (classroom deliveries)
- Post-course application plan
- Facilitator follow-up on request
- Group rates from five participants
How you can take this course
Classroom
Scheduled sessions in Nairobi, Mombasa, Kigali, Dar es Salaam, Dubai and Cape Town.
Live online
The same facilitator and materials, delivered live for distributed teams and individuals.
In-house
Delivered privately for your team, at your offices or a venue of your choice, tailored to your context. Request a proposal.
Certification
Participants who complete the full five days receive the Skillset Development Certificate of Completion, stating the course title, course code, dates and delivery format — suitable for professional-development records and employer reimbursement.
Frequently asked questions
Upcoming sessions
New dates are being scheduled. Ask us about the next session or an in-house delivery for your team.
Ask about datesGroup of 5+?
Request in-house delivery or group rates →Related courses in Logistics & Distribution
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