The growth of e-commerce is increasing demand for the delivery of large and bulky items such as milk, rice, paper, diapers, and home appliances. This trend presents new challenges for logistics providers, as transporting heavy and large packages requires different organizational approaches for personnel, vehicles, and delivery routes compared to standard express delivery.

In the initial months of the year, J&T Cargo's Southern network recorded excellent performance from several post offices, thanks to flexible management and operational plans. The Khanh Hoi post office is a prime example.

According to company statistics, J&T Cargo Khanh Hoi post office is among the top 3 most efficient post offices in the Southern region. It boasts a 100% on-time pickup rate and a 99.7% on-time first-attempt delivery rate, placing it among the top-performing operations in the Southern region. To achieve these figures, the unit applies several solutions for handling bulky items, tailored to the specific characteristics of its service area, providing valuable insights for other post offices within the system.

Nguyen Trung Kien (born in 1989), manager of J&T Cargo Khanh Hoi post office, states that understanding the local area's specifics and maintaining operational flexibility are two key factors for effective delivery. While a shipper can deliver 100-200 small orders daily, this number drops to only 50-60 orders for bulky items due to their larger size and weight.

"Therefore, the post office must balance goods, personnel, and delivery routes to prevent operations from becoming overloaded," Kien said.

Members of J&T Cargo Khanh Hoi receiving commendation certificates and awards from the general company for excellent operational performance. Photo: J&T Cargo

Currently, the Khanh Hoi post office is responsible for the former District 4 area, which now comprises three new wards. This area has a high population density and many narrow alleys, making it difficult for vans or trucks to access deeper sections. This characteristic forces the unit to enhance its motorcycle delivery team and organize more detailed delivery routes to meet the demand for heavy item delivery in residential areas.

According to a representative from J&T Cargo Khanh Hoi, the volume of orders at the post office has increased rapidly recently. Compared to the previous month, output has risen by over 100%, while the on-time first-attempt delivery rate reached a record 99.7%.

One operational principle applied by the post office is not to fully utilize the maximum delivery capacity of its shippers. On average, an employee can deliver about 50 heavy orders daily, but the unit only allocates approximately 40 orders.

Staff at Khanh Hoi Post Office processing goods. Photo: J&T Cargo

This reserve time allows shippers to handle unexpected orders during peak days or major promotional campaigns. "The most important thing is not to have pending orders carried over to the next day. If we allocate close to maximum capacity, a sudden surge in volume can easily lead to overload, so we must always have a reserve," Kien explained.

In addition to reserving capacity, the post office also uses vans as "mobile warehouses." Instead of requiring shippers to return to the warehouse after each delivery run, vans are deployed to staging points near delivery areas.

Once a shipper delivers all items on their motorcycle, they simply return to the van to pick up more orders instead of traveling back to the post office. Kien noted that this model reduces travel distance, increases the number of deliveries per day, and is suitable for areas with many narrow alleys.

Simultaneously, the office staff coordinates and sorts goods by route before dispatch. When order volume is high, pre-sorted goods allow shippers to pick up and depart immediately, reducing processing time at the warehouse.

According to the owner of Khanh Hoi post office, operating models for heavy and small item delivery differ in order volume, personnel, and vehicles. For the same 1,000 orders per day, small items might require about 8-10 shippers, whereas heavy items need 20-25 people to ensure timely progress.

Nguyen Trung Kien, owner of Khanh Hoi Post Office (TP HCM). Photo: J&T Cargo

Regarding vehicles, trucks or vans must be appropriately arranged because bulky items occupy more space. Each vehicle trip cannot carry as many orders as regular goods.

Despite delivering fewer orders, shippers' incomes remain secure because transportation costs are often proportional to the weight and size of the goods.

From practical experience, Kien advises that investors aiming to operate post offices specializing in large package handling need thorough preparation in terms of vehicles, personnel, and coordination plans tailored to each specific area. As output grows, proactively expanding the delivery team and adding vehicles are crucial factors for maintaining service quality.

"Heavy item delivery cannot be managed like small item delivery. To be effective, one must understand the local area, know how to divide routes, have backup personnel, and flexible transit plans," he stated.

As consumers increasingly purchase bulky items online, the ability to adapt to local conditions is a crucial factor for delivery companies. The case of J&T Cargo Khanh Hoi post office demonstrates that efficient last-mile delivery operations play a significant role in the experience of both sellers and buyers.

Thai Anh