Account Specialist / Dispatcher Job Description

Job Description

Job Description

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Position Summary / Objective

The Account Specialist / Dispatcher is responsible for managing customer accounts, coordinating daily dispatch and routing activities, and ensuring accurate and timely delivery of services. This role serves as a key liaison between customers, drivers, warehouse personnel, and internal operations teams to support customer satisfaction, operational efficiency, and service reliability.

The ideal candidate is highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment. This position requires strong communication skills, problem-solving abilities, and the capacity to make real-time decisions while maintaining exceptional customer service standards.

Schedule

• Regular scheduled shift: 12:00 pm to 8:30 pm
• Participation in a rotating weekend work schedule with other team members is required. 
• Participation in a rotating after-hours on-call phone schedule is required.
• Participation in covering team members time off. 

Customer Account Management

• Serve as the primary point of contact for customer accounts. 
• Process and manage customer orders, ensuring accuracy and timely entry into company systems. 
• Respond promptly to customer inquiries via phone, email, and other communication channels. 
• Monitor order status and proactively communicate updates, delays, or service issues to customers. 
• Resolve customer concerns related to orders, deliveries, billing discrepancies, and service requests. 
• Maintain accurate customer records, account details, and supporting documentation. 
• Assist with billing inquiries, invoice verification, and discrepancy resolution. 
• Support customer retention through consistent, professional, and responsive service. 

Dispatch & Routing Coordination

• Plan, create, and optimize daily delivery routes to maximize efficiency and minimize operational costs. 
• Dispatch drivers with accurate route information, delivery instructions, and special handling requirements. 
• Monitor route progress and driver performance using dispatch and GPS tracking systems. 
• Communicate with drivers to provide updates, resolve delivery issues, and ensure adherence to schedules. 
• Adjust routes and schedules in response to traffic conditions, customer changes, cancellations, or operational needs. 
• Coordinate with warehouse, operations, and customer service teams to ensure proper order preparation and delivery sequencing. 
• Maintain dispatch records, route sheets, delivery confirmations, and operational documentation. 
• Ensure compliance with DOT regulations, company safety standards, and operational procedures. 

Operational Support

• Track and report key performance indicators including on-time delivery, order accuracy, response times, route efficiency, and customer satisfaction. 
• Collaborate with internal teams to improve processes and enhance service quality. 
• Participate in continuous improvement initiatives to increase operational efficiency and customer experience. 
• Participate in a rotating weekend work schedule with other team members to support operational coverage. 
• Participate in a rotating on-call phone schedule to provide after-hours operational and customer support as needed. 
• Support additional administrative and operational duties as assigned. 

Competencies

• Strong communication and interpersonal skills. 
• Excellent organizational and multitasking abilities. 
• Ability to make quick and effective decisions in a fast-paced environment. 
• Strong problem-solving skills with a customer-focused mindset. 
• High attention to detail and commitment to accuracy. 
• Ability to work independently and collaboratively within a team environment. 
• Ability to remain flexible and responsive during after-hours or emergency operational situations. 
• Proficiency with Microsoft Office Suite, dispatch software, and GPS tracking systems. 
• Knowledge of transportation, routing, and logistics operations preferred. 

Required Education and Experience

• High school diploma or equivalent required. 
• Previous experience in customer service, dispatching, logistics, transportation coordination, or account management preferred.
• Experience working in a fast-paced operations or distribution environment preferred.