Dispatch Manager Metropolitan Appliance - 3.3 Renton, WA Job Details Full-time $29 - $33 an hour 1 day ago Benefits Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Employee discount Qualifications Customer communication Multitasking Dispatching Training & development Process management Full Job Description

JOB DESCRIPTION

Metropolitan Appliance is seeking an experienced, hands-on Dispatch Manager to lead our routing, dispatch, and field operations support function. This role owns the performance of the Routing & Dispatch Coordinator team and serves as the operational and escalation authority connecting dispatch, sales, field installation, and leadership. The Dispatch Manager reports to Operations leadership and directly supervises the Routing & Dispatch Coordinator team. The ideal candidate will have the following experience and qualifications.

PREFERRED EXPERIENCE

3+ years of experience in dispatch, logistics, delivery operations, or field service coordination, including at least 1+ year directly supervising or leading a team. Demonstrated experience managing customer-facing service or operations functions under time pressure, with a track record of resolving escalations independently. Experience with order management, dispatch/routing, or field service management systems; strong Google Suite proficiency required. Experience coaching, training, and holding a team accountable to defined standards and protocols. Prior experience in a Routing & Dispatch Coordinator role, or an equivalent customer service/sales support/administrative role, is a plus.

KEY RESPONSIBILITIES

Team Leadership & Development Training, scheduling, and day-to-day supervision of the Routing & Dispatch Coordinator team; setting and reinforcing standardized protocols for accurate, thorough system entry. Conducting coaching sessions with Coordinators; addressing performance gaps and recognizing strong performance. Serving as the point of escalation for Coordinators when site challenges, personnel availability issues, or system discrepancies cannot be resolved at their level. Dispatch & Routing Operations Owning the accuracy and integrity of the delivery communication system, including customer merchandise, delivery address, arrival timeframe, and installation work details entered by the Coordinator team. Overseeing the daily reconciliation of the previous day's delivery activity against the order management system, ensuring all merchandise shipped and services performed are properly accounted for. Reviewing and approving all differences between scheduled and actual delivery/installation activity prior to those being communicated to sales teammates and leadership. Reviewing reconciliation of company vehicle delivery paths against dispatch routing to identify transportation route deviations; escalating waste concerns to leadership with recommended corrective action. Ensuring field teammates are using field dispatching systems properly and communicating through those systems per company protocol; resolving discrepancies escalated by Coordinators. Financial & Billing Oversight Overseeing pre-delivery collection of balances owed by customers and timely transmission of billing to credit customers for merchandise delivered and services performed. Maintaining accuracy in inventory and financial accounting across the dispatch function; auditing Coordinator entries for completeness and correctness. Stakeholder & Cross-Functional Communication Acting as the primary liaison between the dispatch function, sales leadership, field operations, and warehouse teams on scheduling, routing, and delivery performance matters. Transmitting delivery detail logs and performance reporting to project stakeholders and leadership on a recurring and as-requested basis. Coordinating pre-delivery site readiness reviews and following up with relevant stakeholders to ensure identified deficiencies are resolved prior to deployment. Managing customer communication for delays, rescheduling, and dispatch window adjustments that require manager-level judgment or exception handling. Process Improvement Identifying recurring timing, entry, or resource conflicts and driving process or system changes to prevent recurrence. Partnering with leadership on staffing plans, resource-utilization improvements, and dispatch system/tooling enhancements.

QUALIFICATIONS

Proven ability to hire, train, coach, and hold a team accountable to performance and protocol standards. Comfortable managing multiple concurrent priorities and action requests across channels (face-to-face, email, telephone) for both self and team; skilled in calendaring and resource-utilization tools. Ability to translate operational detail into clear guidance for teammates, sales, and leadership, including in escalated or high-pressure situations. Proactively identifies timing, staffing, and entry conflicts and resolves them creatively, escalating only what truly requires leadership input. Strong comfort with Google Suite products and computer-based order management/dispatch systems; able to train others on system use.

Pay:

$29.00 - $33.00 per hour

Benefits:

401(k) matching Dental insurance Employee discount Health insurance Paid time off Vision insurance

Work Location:

In person