For Maulana Ishak, being a courier is about more than simply delivering packages from one place to another. Since joining J&T Express as a courier in late 2017, Maulana has consistently worked to provide the best service while continuously improving his performance.

Based at J&T Express Patrang in Jember, Maulana starts his day early. He usually arrives at around 6 a.m. to sort packages before heading out for deliveries. After completing his delivery rounds, he also takes on pick-up requests in the afternoon, allowing him to take on additional work and earn additional income.

On a typical day, Maulana visits around 50 delivery points and handles approximately 70–80 packages. One of his routines is to contact recipients before making a delivery. This helps ensure that recipients are available to receive their packages and, when necessary, have payment ready.

“The more consistently I work, the more I can achieve,” Maulana said, reflecting on how consistency has played an important role throughout his career.

His journey as a courier has not always been smooth. On one occasion, Maulana faced a situation involving a package discrepancy that resulted in him being chased and stopped on the side of the road. The incident was recorded and later went viral. In response, Maulana explained that he was only the courier handling the delivery and invited the concerned party to discuss the matter at the J&T Express office so it could be properly addressed.

Despite such challenges, Maulana continues to focus on maintaining service quality through discipline, consistency, and strong Service Level Agreement (SLA) performance. He also actively encourages customers to use the J&T Express application so they can independently track their packages throughout the delivery process.

These efforts have contributed to Maulana achieving a high score, which is partly based on customer ratings. For Maulana, educating customers about the rating system is also part of building a two-way relationship. Customers can provide feedback on the service they receive, while couriers can earn points that may be redeemed for various merchandise.

Maulana also pays attention to programmes that support courier performance, including the Sprinter quiz. For him, the quiz is not simply about answering questions, but about understanding the material correctly, as the points earned can contribute to additional incentives.

For Maulana, nearly a decade as a courier has shown him how discipline and consistency can create meaningful progress in his work. From sorting packages early in the morning to ensuring each shipment reaches its recipient properly, he continues to carry out his role with a commitment to providing the best possible service to customers.