Dispatcher Customer Service Representative

We are seeking a highly organized and customer-focused National Dispatcher & Customer Service Representative to support our medical logistics operations across multiple states. This role combines dispatch coordination, client and patient communication, driver training, and operational support for new account implementations. The ideal candidate will have experience in medical logistics, strong communication and problem-solving skills, the ability to thrive in a fast-paced environment, and a commitment to accuracy, compliance, and exceptional service. Frequent travel is required. HIPAA and OSHA Bloodborne Pathogens certifications are required. Welcome to National Courier Express… Your Trusted Courier Partner. Who We Are… We are a healthcare courier logistics company with a relentless focus on efficiency, reliability, compliance and customer satisfaction. We are dedicated to delivering pharmaceuticals, medical supplies and equipment, and lab specimens to where and when they are needed the most. Leveraging over 20+ years of experience and expertise in healthcare logistics, NCE provides its partners with the confidence and resources needed to grow their business. NCE is driven to exceed customer expectations by continuously innovating and improving the skills and resources required to be the most dependable and trusted partner for courier deliveries in healthcare. Mission… Ensure the safe and prompt delivery of essential pharmaceuticals, medical supplies and equipment to empower pharmacies, healthcare providers, laboratories, and patients in their journey toward better health outcomes. Vision… To be the leading provider of reliable and efficient medical supply logistics, ensuring that every healthcare stakeholder has seamless access to essential resources, ultimately contributing to healthier communities and improved patient outcomes worldwide. Your New Role… The National Dispatcher & Customer Service Representative is a dynamic, field-based role responsible for supporting NCE’s logistics operations, client relationships, and market expansion across multiple states. This role combines dispatch coordination, customer service, client engagement, driver training, and operational setup for new accounts. This role will ensure that every pickup and delivery is executed safely, accurately, efficiently, and in full compliance with healthcare and regulatory standards. This individual will serve as a key liaison between drivers, dispatch, clients, patients, and leadership, ensuring seamless communication, high-quality service delivery, and operational consistency. The role requires frequent travel, exceptional communications skills, advanced problem-solving skills, experience in medical logistics, and the ability to thrive in a fast-paced environment where accuracy, compliance, and patient care are top priorities. The ideal candidate is detail-oriented, has strong multitasking abilities, a calm, solution-oriented approach under pressure, and holds valid HIPAA and OSHA Bloodborne Pathogens certifications. This position is critical to maintaining service reliability and patient safety for healthcare partners throughout the regions. Position Impact …. Enhances Patient & Client Experience: Ensures timely, professional communication through calls and updates, improving trust and satisfaction. Strengthens Operational Consistency: Standardizes workflows across new and existing markets through hands-on support and training. Supports Growth and Expansion: Plays a key role in launching new accounts and supporting sales efforts through operational expertise. Improves Driver Performance: Trains and reinforces delivery protocols, ensuring compliance and service quality. Reduces Service Gaps: Proactively manages communication between dispatch, drivers, and clients to prevent delays and errors. Key Duties and Responsibilities… Dispatch & Logistics Coordination Coordinate, assign, and monitor daily courier routes across multiple states ensuring on-time delivery of medical and non-medical shipments, patient therapies, and other healthcare materials. Answer incoming calls from clients, patients, and drivers in a professional and timely manner. Make outbound calls to patients and clients to: Confirm delivery appointments and availability Provide ETA updates Verify delivery details and addresses Track deliveries in real time, proactively managing delays, route deviations, traffic issues, weather concerns, and driver needs. Oversee temperature-controlled deliveries (refrigerated, frozen, ambient) and maintain chain-of-custody integrity at all times. Ensure all service-level agreements (SLAs) are met, including STAT, 2-hour, 4-hour, same-day, next-day, and routed deliveries. Work closely with drivers to provide accurate ETAs, instructions, POD (proof of delivery) requirements, and customer updates. Verify that all deliveries meet compliance standards including HIPAA, OSHA, DOT, and internal SOPs. Maintain accurate and up-to-date dispatch logs, manifests, proof of delivery (POD) confirmations, incident reports, and delivery confirmations for billing and compliance purposes. Driver Support & Workforce Management Assist in the recruitment and onboarding of qualified contract and employee drivers, training them on routes, compliance, safety expectations, and customer service protocols. Support HR and Operations in screening, scheduling, and onboarding new drivers, ensuring all compliance documents are complete prior to activation. Provide real-time support to drivers regarding navigation, client instructions, pickups, deliveries, and safety protocols. Qualifications… Education & Experience Associate's degree in Logistics, Business Administration, or related field preferred. Minimum 2-3 years of experience in dispatch, logistics coordination, or route management (healthcare courier experience strongly preferred). Proven experience managing multi-state or high-volume dispatch operations. Certifications (Required) HIPAA Certification (current and verifiable). OSHA Bloodborne Pathogens Certification (current and verifiable). Skills Strong communication, leadership, and multitasking abilities. Proficiency with dispatch and route optimization software. Strong knowledge of HIPAA, OSHA, DOT, and DEA regulations related to medical logistics. Excellent organization and follow-up skills with high attention to detail. Proficient in Microsoft Office Suite (Excel, Teams, Outlook, Word) and Abode Acrobat Professional demeanor and problem-solving mindset under pressure. Key Performance Indicators (KPIs)… On-time delivery rate (target ≥ 98%) Driver/Courier retention and satisfaction levels Accuracy of dispatch logs, PODs, and documentation Compliance audit results (zero violations) Client satisfaction and communication responsiveness Work Environment & Travel Requirements …. Field-based role with frequent muti-state and city travel. Combination of dispatch, client visits, training sessions, and remote coordination. May require evenings, weekends, and on-call availability. Key Competencies… Self-starter with a hunter mindset and consultative sales approach. Strong interpersonal skills with the ability to engage clients at all organizational levels. Ability to thrive in a fast-paced, target-driven environment. Analytical thinker with the ability to interpret data and drive actionable insights. Why Join National Courier Express …. At NCE, you are joining a mission-driven organization committed to delivering care with precision. Our team plays a direct role in supporting patients, healthcare providers, and communities through reliable, compliant, and compassionate logistics services. Championing Inclusion at NCE National Courier Express recognizes the immense value in building a diverse workforce that reflects a broad spectrum of perspectives, backgrounds, and experiences. As a proud equal opportunity employer, we are dedicated to reviewing all qualified candidates fairly, accessing their skills and qualifications without bias. We prioritize merit above all else and are committed to fostering an inclusive environment free from discrimination based on race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, marital status, military status, protected veteran status or any other category protected by law. #J-18808-Ljbffr