Delivery Dispatch & Routing Coordinator

Delivery Dispatch & Routing Coordinator

Department: Retail

FLSA Status: Non-Exempt

Reports To: Delivery Operations Manager

Supervisory Responsibilities

Provides day-to-day operational coordination and oversight for Home Delivery Drivers related to routing, dispatch, compliance, and customer service execution. This role does not have authority over hiring, termination, compensation, or formal disciplinary action.

Reporting Structure and Functional Alignment

• Organizational Retail Reporting Line:
• Delivery Operations Manager > Field Operations Manager > Regional Director of Retail > Vice President of Growth

Position Summary

The Delivery Dispatch & Routing Coordinator supports retail delivery operations by coordinating delivery routes, monitoring real-time delivery activity, serving as the primary point of contact for delivery-related customer communication, and ensuring compliance with company policies and Nevada cannabis delivery regulations. This role is responsible for routing optimization, METRC manifest support, documentation accuracy, driver communication, and delivery performance monitoring to ensure timely, compliant, and customer-focused home delivery operations.

Essential Duties and Responsibilities

Dispatch and Routing Operations

• Coordinate and assign daily delivery routes based on efficiency, proximity, order priority, and driver availability.
• Utilize routing software and GPS tracking tools to optimize delivery schedules.
• Monitor real-time traffic and delivery conditions to adjust routes as needed.
• Communicate route changes, delivery updates, and operational instructions to drivers promptly.
• Update route changes and delivery details within required systems and manifests.
• Maintain accurate logs related to deliveries, driver schedules, route changes, and service issues.

Customer Communication and Support

• Serve as the primary point of contact for customer inquiries related to delivery status, delays, or order concerns.
• Provide proactive customer communication regarding estimated delivery times and changes.
• Address and resolve delivery-related customer complaints in a professional manner.
• Coordinate with sales and support teams to enhance overall customer experience.

Compliance and Operational Support

• Ensure delivery operations comply with company policies and applicable cannabis delivery regulations.
• Assist in the generation and maintenance of METRC transfer manifests for home deliveries.
• Ensure required delivery documentation, including signed manifests and receipts, is accurately completed and retained.
• Assist with onboarding and training of new delivery drivers on routing procedures and expectations.
• Collaborate with fleet management to report vehicle maintenance or safety concerns.
• Analyze delivery performance data and identify opportunities for operational improvement.
• Perform other duties as assigned.
• All dispatch, routing, documentation, customer communication, and delivery-related activities are performed in accordance with company procedures and regulatory expectations.

Schedule and Work Hours

This position requires a flexible schedule, including evenings, weekends, and coverage for vacant shifts or emergency situations as needed.

Technology and Equipment Requirements

Position requires the use of a personal cellular device, in accordance with company policy, to perform job duties using required applications, including but not limited to:

• Samsara
• Fleetio
• OnFleet

Compliance and Continuing Eligibility

Employment is contingent upon ongoing compliance with cannabis regulations, company policies, and maintenance of all required licenses, permits, and work cards. Loss of eligibility may affect continued employment.

Equal Employment Opportunity Statement

The Company is an Equal Employment Opportunity employer. Employment decisions are made without regard to race, color, religion, creed, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, medical condition, genetic information, marital status, military or veteran status, or any other status protected by applicable law.

Minimum Qualifications

• Must be at least 21 years of age.
• Must successfully complete all required background checks.
• Must be able to obtain and maintain a valid Marijuana Establishment Agent Registration Card and any required local or jurisdictional work cards.
• Valid driver's license required.
• Previous experience in dispatch, logistics, routing, or customer service preferred.
• Strong organizational skills and attention to detail.
• Ability to communicate clearly and professionally, verbally and in writing.
• Proficiency with Windows-based software, routing applications, point-of-sale systems, and standard office applications.
• Equivalent combinations of education and experience may be considered.

Work Environment and Physical Requirements

This position works in environments where cannabis products are present and may include exposure to marijuana odor and plant-related airborne dust.

Physical activities may include standing, sitting, walking, bending, twisting, lifting, climbing, and repetitive motions. Must be able to lift, carry, and balance up to 40 pounds (up to 100 pounds with assistance).

All essential job functions must be performed with or without reasonable accommodation, in accordance with applicable law.

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