Dispatcher

Company Overview

Headquartered in Glen Mills, Pennsylvania, New Carbon Company dba Golden Waffles is the largest supplier of waffle irons and waffle mix to the hospitality and foodservice industry. The Company provides a comprehensive turnkey waffle program consisting of mixes, toppings, and flavorings along with waffle iron equipment and related maintenance to over 40,000 customer locations throughout North America and the rest of the world. The Company's renowned irons and mixes have been used in leading restaurants, hotels, colleges, corporate environments, and theme parks for over 85 years.

As a complete B2B2C solution provider for the waffle category, the Company enables customers the ability to offer their guests a consistently high-quality, delicious product at high margins without the typical obstacles associated with serving waffles. Golden Waffles’ well-established geographic footprint provides coast to coast coverage in the U.S. and a global distribution partner network that can service customers across the U.S. and in ~45 countries.

Golden Waffles employs ~260 associates with a geographically dispersed route delivery team of ~115. Over 80 distribution centers are located across the United States along with a waffle iron manufacturing and refurbishment center in South Bend, Indiana to ensure prompt distribution to all customers.

Job Summary

The Dispatcher at Golden Waffles is responsible for managing the daily routes and schedules of CDL drivers, coordinating all dispatching activities across the logistics department, and ensuring the efficient and timely delivery of products to warehouses and customers throughout the country. This role serves as the operational hub between drivers, warehouse teams, and internal departments — balancing advance planning with real-time responsiveness to route changes, driver availability, and company needs. The Dispatcher uses inventory data, customer order information, and logistics systems to optimize routes, maintain delivery schedules, and uphold Golden Waffles’ commitment to service excellence and operational efficiency.

Essential Duties and Responsibilities

Route Planning and Optimization :

• Develop, coordinate, and optimize daily delivery routes for CDL drivers using inventory data, customer orders, and real-time metrics to ensure timely and cost-effective transportation of goods.
• Continuously evaluate route efficiency and adjust as business needs evolve.

Dispatching and Driver Coordination:

• Serve as the dispatcher and point of contact for CDL drivers throughout their shifts.
• Assign routes, provide schedules and instructions, and monitor driver progress in real time.
• Proactively communicate changes, address delays, and resolve issues as they arise to keep operations on track.

Real-Time Dispatch and Last-Minute Adjustments:

• Respond promptly and decisively to last-minute changes, including new route requests, driver call-outs, vehicle issues, and shifting company priorities.
• Develop contingency plans and reallocate resources quickly to minimize service disruptions and maintain delivery commitments.

CDL Driver Management:

• Act as the primary contact for CDL drivers throughout the day, providing them with schedules, route information, and necessary instructions.
• Monitor driver performance and adherence to schedules, and address issues or delays as they arise.
• Participate in the hiring process, as needed, to help fill driver vacancies as needed.

Communication and Interdepartmental Coordination:

• Maintain clear and consistent communication with drivers, warehouse associates, and internal departments to ensure seamless logistics operations.
• Notify all relevant parties of changes in delivery schedules, route alterations, or potential delays in a timely manner.

Data Management and Dispatch Logging:

• Utilize logistics software and dispatch tools to track driver locations, monitor delivery statuses, and maintain accurate records of routes, delivery times, and operational data.
• Keep dispatch logs current and ensure documentation integrity for audit and reporting purposes.

Problem Solving:

• Identify and resolve operational challenges, including traffic disruptions, equipment issues, staffing gaps, and unexpected customer requests.
• Apply sound judgment and creative problem-solving to minimize disruptions and maintain service levels.

Compliance and Safety:

• Ensure all drivers adhere to company policies, federal and state transportation regulations (including DOT requirements), and safety standards.
• Monitor driver logs, verify hours-of-service compliance, and coordinate vehicle maintenance tracking.

Reporting and Performance Tracking:

• Generate regular reports on delivery performance, dispatch activity, route efficiency, and driver productivity.
• Provide insights and recommendations for process improvements to logistics management.

Customer Service Support:

• Support customer service initiatives by ensuring on-time delivery and maintaining high service standards.
• Collaborate with customer service teams to address delivery inquiries, complaints, or escalations related to transportation.

Position Requirements

Education and Experience

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Logistics, Transportation, Supply Chain, or a related field preferred.
• Minimum of 2 years of experience in dispatching, logistics coordination, or a related field, preferably within the transportation or food service industry.
• Prior experience managing or coordinating CDL drivers is highly desirable.

Skills and Competencies

• Proficiency in logistics and dispatch software, routing tools, and Microsoft Office Suite (Excel, Word, Outlook).
• Strong organizational skills with the ability to manage multiple drivers, routes, and priorities simultaneously.
• Excellent verbal and written communication and interpersonal skills.
• Sound judgment and decisive problem-solving under time pressure and changing conditions.
• Knowledge of DOT regulations, federal and state transportation requirements, and hours-of-service rules.
• Ability to remain calm and focused during high-volume or high-urgency dispatch situations.

Working Conditions

• Primarily an office-based dispatch environment with regular use of a computer, phone, and dispatch systems.
• On-call responsibilities required to manage driver emergencies, after-hours route changes, or unforeseen scheduling situations.
• Occasional travel to warehouses, distribution centers, or other company locations as needed.
• Ability to sit for extended periods while managing dispatch operations.
• Ability to lift up to 50 pounds occasionally, as needed.