Dispatcher

Summary

Join USPack, a leading logistics provider, as a Dispatcher and contribute to our commitment to customer satisfaction. You will handle customer and contractor calls, prioritize tasks, assign delivery jobs, and monitor service. This role requires strong communication, problem-solving, and multitasking skills in a fast-paced environment. We offer a supportive team environment and opportunities for career growth. Full-time positions include benefits like 401(k), health insurance, disability/life insurance, and PTO. Part-time positions offer 401(k) and paid sick time. The position is remote, with a Monday-Friday schedule and rotating weekend shifts.

Requirements

• Ability to establish a high level of trust and credibility in the organization
• Must be extremely detail-oriented and able to accurately process transactions
• Proactive and resourceful. Ability to work effectively in a fast-paced environment
• Ability to effectively communicate verbally and in writing at all levels of the organization
• Proficient computer skills, including but not limited to MS Word, Excel, and database programs
• Critical thinker with strong analytical skills
• Ability to lift up to 25 pounds on occasion
• Ability to work overtime as necessary
• High school diploma required

Responsibilities

• Answer incoming phone calls from customers and Independent Contractors and enter information into a company-specific software system
• Prioritize tasks accordingly
• Enter orders for both routed and on-demand routes, additional stops, wait for time jobs, and special-order requests from customers as required by department standards
• Determine if orders can be performed as requested by the customer based upon multiple factors
• Assign and dispatch delivery jobs
• Monitor online dispatch board for potential issues of delayed service
• Monitor current job acceptance log of Independent Contractors to ensure workload balance, route reassignments, as necessary, in case of breakdowns or service interruptions
• Monitor status of time-sensitive deliveries/pickups to ensure timely delivery to customers
• Answer inbound calls from Independent Contractors and assist them, as needed, to help ensure the routes can be completed according to customers’ expectations
• Assist with Operations Manager and other employee requests related to dispatch and route completion
• Monitor and utilize web-based applications, tools, and reports
• Handle customer concerns in an expeditious and professional manner; escalate unresolved issues to management, as appropriate
• Perform day-to-day administrative tasks; i.e. email, electronic file management, etc
• Ensure policies and procedures as defined by the company are consistently followed
• Perform other duties as assigned

Preferred Qualifications

• Bilingual (English-Spanish)
• Associate's Degree
• 2-3 years previous call center, customer service, records clerk, data entry, administrative, or other related office experience
• Experience with customer service principles and practices
• Available to work extra hours, weekends, and holidays

Benefits

• 401(K)
• Health Insurance
• Disability/Life Insurance
• Paid Time Off (PTO)
• Paid Holidays
• Paid Sick Time