Dispatch Agent

We are excited to announce multiple openings for our growing Dispatch center! If you enjoy logistics, transportation, and customer service, this is the perfect opportunity for you!

We have the following shifts available:

• Monday through Thursday - 8pm to 6am
• Monday through Thursday - 7pm - 5am

As the first line of communication for customers and drivers, the Logistics Dispatch Agent manages incoming calls, monitors delivery progress, resolves client/driver issues, and maintains accurate records of dispatch activities. The Logistics Dispatch Agent is responsible for coordinating the scheduling and dispatching of drivers and vehicles to ensure timely delivery of goods. This role is essential in ensuring efficient transportation and delivery operations to meet customer demands and company objectives.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Coordinate the scheduling and dispatching of drivers and vehicles to ensure timely delivery of goods.
• Monitor and track the progress of deliveries and provide updates to customers and relevant departments.
• Assign and dispatch all will calls and STATs.
• Add, change, or delete scheduled stops in planning. Review route sheets for accuracy.
• Answer and dispatch incoming calls from clients to couriers and enter information into courier software system. Serve as the primary point of contact for dispatch-related inquiries and issues.
• Maintain clear and effective communication with drivers, customers, and other stakeholders.
• Ensure that all dispatchers are informed of any changes in schedules or procedures.
• Monitor and respond to customer inquiries via telephone/email/chat/text while meeting all corporate guidelines and performance standards.
• Monitor online dispatch board for potential issues. Research and resolve client issues quickly and accurately. Communicate unresolved client issues to direct supervisor immediately.
• Monitor the status of deliveries and pickups to ensure timely delivery to clients.
• Assist drivers as needed to help ensure routes are completed to client expectations.
• Monitor and utilize web-based applications, tools, and reports. Maintain accurate records of dispatch activities, including schedules, delivery times, and any incidents. Prepare SOP for each account; shift turnover.
• Ensure compliance with all regulatory and company requirements.
• Identify opportunities for improving dispatch processes and implement changes to enhance efficiency.
• Must maintain reliable attendance and punctuality to support daily operations
• Follows company policies and procedures.
• Maintains confidentiality of information processed.
• Perform other duties and responsibilities as assigned.

Qualifications

High School Diploma or equivalent required. Either bachelors or associate degree strongly preferred. Experience in customer service and logistics roles preferred.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong organizational and communication skills.
• Punctual, reliable, and trustworthy.
• Ability to write routine reports and correspondence.
• Excellent communication and interpersonal skills.
• Ability to speak effectively before groups and over the phone.
• Thorough knowledge of applicability of relevant laws and regulations.
• Proven experience as a Logistics Dispatcher or in a similar role.
• Strong leadership and management skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Proficiency in logistics software and Microsoft Office Suite along with strong typing skills.
• Strong problem-solving skills and attention to detail.
• Strong understanding of confidentiality, PHI, and HIPAA regulations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (The phrases occasionally, regularly, and frequently correspond to the following definitions:
Occasionally means up to 1/3 of working time, regularly means between 1/3 and 2/3 of working time, and frequently means 2/3 and more working time.)

While performing the duties of this job, the employee is frequently required to sit, talk, or hear and use hands to handle, or touch objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend, or reach above the shoulders. The employee would rarely need to lift to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color…