Dispatch Operations Representative (Dispatch 1)

Dispatch Operations Representative (D1)

About Downstream: Downstream is a marketplace platform transforming the waste and construction industries from the ground up. We're on a mission to bring simplicity, transparency, and sustainability to two of the most essential but often overlooked sectors of our economy. We make it easy for contractors, builders, and businesses to find and book critical services like dumpster rentals, hauling, site services, and equipment all in a few clicks. No endless calls, no confusing pricing, no waiting around. Our platform connects customers with vetted, reliable providers so they can get what they need, when they need it. We're not just about convenience we're about impact. By streamlining logistics and digitizing the supply chain, we're helping reduce waste, cut emissions, and build a cleaner, more sustainable future. Let's build better, together.

About the Role: We're looking for a Dispatch Operations Representative (D1) to run supplier coordination and delivery execution: confirmation calls, ETA follow-ups, outreach, and status management. Dispatch is the team that makes sure what the customer bought shows up, and fixes it fast when it doesn't. Every ticket has one owner you, open to close, including customer communications when a delivery issue requires them. You'll work a high call volume against clear SLA clocks and be paid on your own measurable performance. Please note: you'll confirm your working hours with your manager a full 8-hour shift with a one-hour lunch, aligned to delivery coverage needs.

What You'll Do:

• Run standard supplier confirmation calls at volume
• Chase ETAs on same-day and next-day deliveries
• Handle supplier outreach and follow-up across the known catalog
• Work standard product issues to resolution
• Manage supplier-side service denials and date-change rescheduling
• Confirm supplier side of swap and removal orders
• Direct Magic Hire task work and monitor output quality
• Keep flawless CRM logging on every action, every ticket

Role Specifics:

• Ownership model: single-owner resolution every ticket, open to close
• SLA framework: Critical close ?30 min for top marks High ?45 min delivery confirmation within 4 hours of window
• KPI structure: urgent ticket close time 35% delivery confirmation rate 30% Execution Quality Score 25% throughput 10%
• Escalation path: D1 ? D2 ? Manager
• Schedule: coverage-aligned 8-hour shift + 1-hour lunch, confirmed with your manager

Compensation: $52,500 per year base, plus a quarterly performance bonus of up to 25% of base at the top tier, plus a team collaboration bonus. Progression to the band ceiling is gated on tenure and consistent KPI attainment.

Requirements:

• 13 years in dispatch, logistics coordination, or high-volume phone work
• A confident phone presence suppliers respond to people who sound in command
• Calibrated on urgency: you know what Critical means and you move like it
• Organized against the clock SLA windows are part of the job
• An ownership mindset: no hand offs, no dropped threads

Benefits:

• Medical, dental, and vision insurance
• 401(k) with a company match
• Company equity be an owner in what we're building
• Paid time off, paid holidays, and floating holidays
• Parental and bereavement leave