Job Description
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance 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.
