1. Purpose
The purpose of this Standard Operating Procedure (SOP) is to establish clear,
consistent, and efficient operational guidelines for the management and delivery of
expedited mail and logistics services by Tuokpeh Expedited Mail & Logistic Services
(TEM LS). The SOP ensures the delivery of quality service, customer satisfaction,
regulatory compliance, and operational accountability.

2. Scope
This SOP applies to all employees, contractors, and partners of TEMLS engaged in:
 Mail and parcel collection
 Sorting and processing
 Dispatch and delivery
 Customer service and complaints handling
 Fleet and warehouse management
 Administrative and financial operations

3. Core Values & Service Commitment
 Reliability – Timely and secure delivery of all consignments.
 Integrity – Transparent, ethical, and accountable operations.
 Efficiency – Fast, professional, and cost-effective services.
 Customer-Centricity – Prioritizing the needs of clients.
 Security & Safety – Protecting parcels, staff, and clients at all times.

4. Organizational Structure

 Board of Directors – Governance and policy oversight.
 Managing Director (MD) – Overall management and strategy.
 Operations Manager – Oversees mail processing, fleet, and logistics.
 Customer Service Manager – Handles customer engagement, feedback, and
complaints.
 Finance & Administration Manager – Manages accounts, payroll, and
compliance.
 Supervisors & Field Staff – Coordinate day-to-day operations.

5. Standard Operating Procedures by Department
5.1 Mail & Parcel Collection
1. Staff must wear official identification and uniform.
2. Parcels collected are weighed, measured, and inspected for prohibited items.
3. Each parcel must be logged in the system with a tracking number.
4. Receipts are issued to customers upon collection.

5.2 Sorting & Processing
1. Parcels are brought to the central sorting facility daily.
2. Items are categorized by destination: local, regional, international.
3. Fragile or high-value parcels are specially tagged and secured.
4. Data is entered into the tracking system for customer visibility.
5.3 Dispatch & Delivery
1. Parcels are assigned to drivers/riders based on route efficiency.
2. Delivery staff must check and sign off the dispatch register before departure.
3. Proof of Delivery (POD) is required via:

o Customer signature (paper/electronic)
o Time-stamped delivery confirmation

4. Undelivered items must be returned the same day, with the reason documented.

5.4 Customer Service
1. A 24/7 helpline/email must be maintained.
2. Complaints are logged in the Customer Feedback Register.
3. Issues must be resolved within 48 hours.
4. Customers must be informed of delays or challenges in real time.

5.5 Fleet & Warehouse Management
1. Vehicles and motorbikes must undergo weekly inspection.
2. Fuel usage is logged daily and reconciled weekly.
3. Warehouses must be clean, secured, and pest-controlled.
4. Access to the warehouse is restricted to authorized personnel only.

5.6 Finance & Administration
1. All payments must be receipted and entered into the system.
2. Daily sales reports submitted to the Finance Manager before the close of
business.
3. Payroll processed monthly in line with Liberian labor laws.
4. Annual financial audits conducted for compliance and transparency.

6. Compliance & Legal Requirements
 Adherence to Liberia Postal & Courier Regulations.
 Compliance with customs and import/export laws for international logistics.
 Strict prohibition of handling contraband or restricted items.
 Insurance coverage for parcels, vehicles, and staff.

7. Health, Safety & Security
1. Staff must undergo safety training quarterly.
2. All staff must wear protective gear when handling heavy parcels.
3. Emergency procedures for fire, theft, or accidents must be posted in all facilities.
4. CCTV and digital tracking systems must be functional at all times.

8. Quality Assurance & Performance Review
 Weekly team meetings to review operational challenges.
 Monthly performance reports from each department.
 Quarterly customer satisfaction surveys.
 Annual SOP review for improvement and compliance.

9. Disciplinary Measures
 Negligence, fraud, or misconduct is subject to investigation.
 Sanctions may include warning, suspension, or termination.
 Repeat offenses will result in dismissal and possible legal action.

10. Effective Date & Approval
This SOP is effective as of Monday, October 1 st , 2025, and shall remain in force until
amended by the Board of Directors of Tuokpeh Expedited Mail & Logistic Services (TEMLS).