National Dispatcher & Customer Service Representative CSR

Welcome to National Courier Express. Your Trusted Courier Partner. 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 NCEs 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 . This role plays a vital part in ensuring operational excellence, client satisfaction, and successful expansion of NCE services across markets: 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:o Confirm delivery appointments and availabilityo Provide ETA updateso 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. Monitor driver performance and provide feedback or retraining when necessary to ensure adherence to company standards. Additionally, document service issues and relay feedback to leadership. Ensure drivers adhere to company policies, uniform requirements, chain-of-custody procedures, and temperature-control expectations. Promote retention through consistent communication, recognition, and problem-solving support for active couriers. Partner with management to identify high-performing couriers for expanded responsibilities or route leadership opportunities. Provide ongoing training and coaching to existing drivers to reinforce best practices. Compliance & Quality Assurance Maintain strict adherence to HIPAA privacy and security regulations and PHI handling requirements. Enforce OSHA Bloodborne Pathogens safety standards, including correct handling, labeling, and containment of biohazard materials. Ensure all delivery and communication activities meet NCE compliance standards. Promote a culture of safety, professionalism, and accountability. Verify that drivers/couriers follow chain-of-custody, temperature control, and specimen integrity protocols at all times. Report service failures, incidents, or compliance deviations promptly and document corrective actions taken. Conduct daily audits of route documentation and temperature logs to verify accuracy and compliance. Support internal audits and quality assurance reviews by maintaining complete, traceable delivery documentation. Customer Service & Client Support Serve as the primary point of contact for clients, ensuring clear, courteous, and proactive communication. Manage incoming calls, emails, and portal requests, resolving issues promptly and professionally. Provide updates on delivery statuses, troubleshooting concerns with urgency and accuracy. Communicate (via phone calls, SMS text, group Teams chat) proactively, effectively and empathetically with healthcare providers, patients, and lab/pharmacy staff about estimated arrival times, route adjustments, service exceptions, delays, and other challenges etc., Build strong relationships with clients through proactive communication and exceptional service. Escalate all issues to Dispatch Supervisor and Management and collaborate to identify root causes and corrective actions. Demonstrate empathy and professionalism when coordinating with patients for home deliveries. Escalate and document service failures, customer complaints, and special requests using the appropriate systems. Deliver a white-glove service experience aligned with NCE standards. Travel & Account Implementation Travel frequently across assigned states to: o Launch new client accounts o Conduct onboarding sessions for client teams o Ensure operational readiness and workflow setupo Support go-live execution Perform routine on-site visits to existing clients to maintain service quality and strengthen relationships. Identify opportunities for process improvement and workflow optimization. Operational & Administrative Duties Prepare and distribute daily reports to support the review and validation of proof of delivery (POD). Maintain accurate and detailed records of delivery times, exceptions, PODs, and communication logs. Participate in daily quality assurance audits and operational improvement initiatives. Generate reports on on-time performance, route efficiency, and customer issues. Generate and analyze route performance reports, identifying trends, delays, and cost-saving opportunities. Assist with mileage validation, route compensation, and verification of delivery completion data. Collaborate with accounting to reconcile completed deliveries with billing data. Contribute to performance dashboards and operational reporting for management review. Driver Training & Onboarding Lead onboarding sessions for new drivers, ensuring understanding of: o NCE delivery protocolso Chain-of-custody requirements o Customer service expectationso Safety and compliance standards Provide ongoing training and coaching to existing drivers to reinforce best practices. Monitor driver performance and provide feedback to improve service quality. Ensure drivers are properly trained on dispatch applications such as OnTime360 and VirtueTrack. Sales & Business Development Support Participate in sales meetings and client presentations to represent NCEs operational capabilities. Assist in onboarding discussions and workflow planning with prospective clients. Support transition from sales to operations for new accounts. Delivery Support (As Needed) Perform deliveries to support operations during peak demand or coverage gaps. Follow all NCE delivery protocols including: o Patient communication prior to arrivalo Photo POD requirements o Signature collection and documentationo In-home placement Qualifications . Education & Experience: Associates 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. 
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