Dispatch Coordinator

Dispatch Coordinator

The CSR supports daily last-mile delivery operations by coordinating routes, monitoring delivery performance, managing service provider communications, resolving operational issues, supporting claims and billing activities, and ensuring compliance with company and customer requirements. This role serves as a key link between delivery teams, service providers, clients, and internal operations to maintain service excellence and operational efficiency.

Essential Duties and Responsibilities

Route Planning & Monitoring

• Monitor route execution throughout the day to ensure on-time delivery performance.
• Track truck movements and update route monitoring tools in real time.
• Verify route readiness, dispatch status, and load completeness.
• Identify delays and proactively communicate exceptions to leadership and service providers.
• Coordinate route rescues, route reallocations, and recovery plans when necessary.
• Ensure all routes are accurately closed with appropriate documentation and notes.

Service Provider & Carrier Management

• Maintain daily communication with delivery teams and service providers.
• Assign and update route allocations based on volume and operational requirements.
• Communicate uniform, compliance, safety, and performance concerns to service providers.
• Assist with contractor onboarding and operational training.
• Escalate service failures, customer concerns, and quality issues as needed.

Customer Service & Delivery Support

• Investigate delivery exceptions, member complaints, and service deficiencies.
• Support customer recovery efforts and service resolutions.
• Coordinate redeliveries, exchanges, haul-away issues, and appointment changes.
• Maintain constant communication with internal stakeholders and customers regarding delivery status.
• Assist customers and business partners via telephone and email.
• Handle customer complaints in a calm, professional manner.
• Diagnose, assess, and resolve problems or issues.
• Process changes or cancellations to delivery orders.

Claims Administration

• Review and document property damage, product damage, shortage, and service-related claims.
• Gather delivery documents, photographs, PODs, and supporting evidence.
• Coordinate with claims teams, service providers, and customers for claim resolution.
• Follow company claims procedures and ensure timely claim updates.

Billing & Data Management

• Support route billing validation and operational reporting.
• Maintain accurate route, service provider, and customer records.
• Verify delivery completion, PODs, exceptions, and operational data.
• Assist with operational audits and billing reconciliation activities.

Compliance & Quality Assurance

• Ensure compliance with company SOPs, customer requirements, and safety standards.
• Audit delivery documentation and POD quality.
• Verify proper use of floor guards, blue rags, NAH tags, appliance testing procedures, and pre-call compliance.
• Monitor contractor adherence to customer experience expectations and service standards.
• Scan haul-away pods and verify stamps.

Operational Reporting

• Prepare daily operational reports and route assignment logs.
• Track delivery KPIs including On-Time Delivery, Completion Rate*** Survey Performance, Claims, and Delivery Exceptions.
• Analyze operational trends and identify improvement opportunities.
• Support leadership with reporting and performance tracking.

Qualifications

Required

• High School Diploma or equivalent.
• 1+ year of logistics, transportation, dispatching, customer service, or operations experience.
• Knowledge of route planning and transportation operations.
• Strong organizational and multitasking skills.
• Proficiency with Microsoft Office Suite.
• Ability to communicate professionally with customers, contractors, and leadership.

Preferred

• Experience in last-mile delivery operations.
• Claims handling or service recovery experience.
• Transportation Management System (TMS), routing, or dispatch software experience.
• Bilingual English/Spanish preferred based on operational needs.
• Experience working with Costco, appliance delivery, furniture delivery, or home delivery operations.
• 1-year related experience preferably within a call center environment.

Key Performance Indicators (KPIs)

• On-Time Delivery Performance
• Route Completion Rate
• Service Provider Compliance
• Survey/Member Satisfaction Scores
• Claims Reduction
• POD Compliance
• Route Monitoring Accuracy
• Billing Accuracy
• Safety and Quality Compliance

Physical Requirements

• Ability to work in a warehouse, dock, and office environment.
• Ability to walk routes, inspect vehicles, and perform site audits.
• Ability to occasionally lift up to 25 pounds.
• Ability to work flexible schedules including weekends and holidays as operationally required.