Regional Support Specialist-Melrose Park, IL

Responsibilities:

• Monitor daily delivery KPIs and identify abnormal trends or underperforming DSPs/drivers in a timely manner (e.g., delivery rate, pickup rate, lost package rate, compliance rate).
• Proactively contact DSPs or drivers via phone and video when data anomalies or performance gaps are identified; initiate immediate corrective coaching without waiting for escalation.
• Conduct structured performance training sessions (phone, video, and in-person) to address root causes and improve operational execution.
• Lead onboarding training for new DSPs, clearly communicating operational standards, KPI expectations, and compliance requirements.
• Travel to stations as required to conduct on-site audits, hands-on training, and direct performance intervention.
• Develop actionable improvement plans with measurable targets and timelines; track post-training results to ensure sustained improvement.
• Escalate repeated non-compliance or persistent performance risks to management with clear data-backed recommendations.
• Continuously refine training materials and monitoring processes based on operational trends and business needs.

Requirements:

• Fluent in Mandarin and English.
• Strong initiative and self-driven mindset; able to independently identify issues and take immediate action.
• Strong data awareness; comfortable reviewing KPIs and detecting performance abnormalities.
• High level of accountability and professional work attitude.
• Strong communication and coaching skills across phone, video, and in-person settings.
• Willingness to travel based on operational needs.
• Experience in last-mile delivery, logistics operations, DSP management, or performance training preferred.

Job Type: Full-time

Pay: $21.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance

Work Location: In person

Salary : $21 - $24