Position Summary
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: 2:00 PM – 10:30 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.
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.
Physical Requirements
- Prolonged periods sitting at a desk and working on a computer.
- Ability to communicate effectively by phone and electronic communication.
- Occasionally required to lift or move office materials up to 15 pounds.
Work Environment
- Fast-paced office and operations environment.
- Weekend work and after-hours on-call responsibilities required on a rotating basis.
- May require occasional overtime or schedule flexibility based on operational demands.