Dispatch Specialist - Medical Logistics

Fgcplus; Davao City; On-site; PHP 357,000 - 580,000; Full time

Benefits offered by this job

Day 1 HMO

Competitive pay with incentives

Statutory government benefits

25 days annual leave

13th month pay

Onsite medical support

Employee Engagement Events

Employee Referral Program

Job summary

FGC+ seeks a Dispatch Specialist in the Philippines to coordinate scheduling, dispatch, and real-time updates across client programs, ensuring SLA and KPI compliance. You will work with internal teams, drivers, and partners, handling inquiries and improving processes.

The role requires strong communication, problem solving, and attention to detail, with CRM/ERP familiarity and Excel reporting. Bachelor’s degree preferred, plus logistics or customer service experience; you will join a team

Qualifications

• The role requires a Bachelor’s degree or higher where preferred.
• Experience in customer service and familiarity with CRM/ERP platforms is preferred.
• Strong communication, problem solving, and attention to detail are essential.

Responsibilities

• Coordinate and manage scheduling and dispatch of service orders, deliveries, or field personnel to meet SLAs.
• Audit delivery performance and KPIs using various apps and dashboards.
• Provide timely responses to inquiries and update stakeholders on order status.
• Generate weekly performance updates and identify opportunities for process improvements.
• Troubleshoot schedule conflicts with drivers/technicians and document events.

Skills

Customer Service

Communication

Problem solving

Attention to detail

Adaptability

Ethical awareness

Education

Bachelor’s degree or higher

Tools

CRM

ERP

Helpdesk software

Excel

Job description

About FGC+

#SparkSuccess at FGC+!

Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, we've built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication.

Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success.

Here, you are more than just an employee—you are part of a team where you can truly thrive and make a difference.

About the Job:

The Dispatch Specialist is responsible for coordinating and managing the scheduling and dispatch of service orders, deliveries, or field personnel to ensure timely and efficient operations. This role requires strong communication, problem‑solving, and organizational skills to manage real‑time updates, handle customer or partner inquiries, and ensure service level agreements (SLAs) are met. The Dispatch Specialist works closely with internal teams, drivers or technicians, and external partners to monitor performance and resolve issues promptly.

What You'll Do:

1. Review and receive training on all aspects of your assigned clients “Delivery Program”

2. Use various technology apps to audit the delivery performance and other KPI’s for your assigned Clients:

Order Entry Module

Monitoring Board

Analytics Dashboard

Dispatch Boards

Teamwork Ticketing System

Ring Central reporting

3. Take Ownership of the success of your assigned Client Programs

4. Participate in weekly internal calls, calls with our NP’s and periodic Client Calls

5. Perform “Order Validation” to ensure all transactions are vetted and prepared for Billing, by confirming specific fields are filled out in order templates

6. Pull reports and generate weekly Performance Updates, highlighting areas in the delivery Programs that:

Require improvement to meet our SLA’s and KPI’s

Can be improved through changes in business process or technology upgrades

Represent patterns or trends that are a concern or point to a need for Root Cause analysis and related Corrective Actions

Require us to communicate with our Client or make changes to program design in order to reduce costs to Client or improve service and delivery performances

7. Receive incoming calls, tickets and communications from different suppliers and customers all over the country.

8. Dispatch incoming orders to the drivers manifest that correspond to the location and customer account number.

9. Troubleshoot drivers as they call to update the schedule, document events such as delays, number of pieces picked up, etc.

10. Provide clear responses to customer inquiries on the status of their orders (schedule, location of the driver, etc.)

11. Identify, recommend, and implement new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials.

12. Provide an excellent customer service experience with the highest levels of quality

13. Any related and applicable ad hoc tasks commensurate to the job grade/level at hand

What You'll Bring:

Bachelor’s degree or higher recommended (Preferred)

Medical Logistics Knowledge is preferred

Prior experience in Customer Service role

Prior experience using a CRM, ERP, or other platform to manage information is preferred

Experience with helpdesk software is a plus

Comfortable working in Excel t format reports

Transportation Experience is a big plus

Excellent communication skills

Strong verbal and written skills

High level of attention to detail

Adaptability

Navigation of tools and Technological Proficiency

Problem solving skills

Ethical and Confidentiality Awareness

What we have to offer:

A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands.

A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally.

A market competitive total compensation/rewards package including:

Day 1 HMO

Competitive pay including incentives and generous allowances

Payment of all statutory government benefits

25 days of annual paid leave some days are convertible to cash

13th month pay

Onsite medical support

Employee Engagement Events

Employee Referral Program

Skills, training for personal and professional development