Fleet Controller - Special Services

Role Overview

The Fleet Controller position is central to managing a courier fleet, carefully balancing regulatory compliance and courier requirements to ensure outstanding customer experiences. As part of Special Services, this role supports the delivery of fastest possible door-to-door solutions to customers around the clock throughout the year.

Key Responsibilities

• Act as the initial contact point for the courier fleet.
• Allocate, monitor, and manage courier resources effectively.
• Support the Time Critical operations team to maintain efficient, timely and cost-effective service models.
• Utilize resources to foster ongoing business improvement while maintaining high customer service standards.
• Coordinate courier assignments promptly and efficiently, complying with customer demands and regulatory requirements.
• Work closely with major clients to address their service requirements.
• Assist in gathering and compiling operational data to monitor and meet service quality KPIs.
• Provide transparent and accurate information sharing across business functions via data recording.

Performance Indicators

• Minimize missed pickups and maintain adherence to KPIs and performance metrics.
• Participate in all scheduled training sessions.
• Ensure fleet adherence to compliance obligations including all Chain of Responsibility tasks.
• Respond promptly and effectively to customer service inquiries.
• Foster teamwork and demonstrate cooperative engagement within the team.
• Provide clear observation and constructive feedback.
• Identify opportunities to reduce costs and act upon them.

Desired Competencies

• Adopt systematic and professional approaches to establish optimal policies and procedures.
• Detail-oriented with a focus on accuracy.
• Strong interpersonal and communication skills capable of building relationships.
• Customer and people-centric mindset.
• Proactively review and seek continuous improvement for company performance.
• Good critical thinking and decision-making abilities.
• Encourage open, honest two-way communication with a transparent management style.

Experience & Qualifications

• Completed high school qualification.
• Familiarity with operational and geographical aspects of the Perth metropolitan area.
• Fundamental understanding of the transport industry.
• Strong verbal and written communication skills, including persuasive abilities.
• Intermediate proficiency in computer skills including Microsoft Office suite.
• Knowledge of transport procedures, scanning processes, and compliance requirements.
• Understanding of TNT/FedEx operational policies, procedures, and track and trace status code usage.
• Awareness of Chain of Responsibility and fatigue management principles.
• Working knowledge of Dangerous Goods handling and transportation.

Company Values and Culture

FedEx values a people-first philosophy emphasizing equal opportunity, diversity, and inclusiveness. Commitment to fair treatment and growth opportunities shapes our workplace. The People-Service-Profit philosophy ensures employees are supported to deliver quality service, securing company success and reinvesting in our team. Our distinctive culture built since the 1970s fosters innovation, teamwork, and exceptional customer service globally, differentiating us in a competitive industry.