Medical Logistics Dispatch Lead - SLA & KPI Champion

Focusinc Group Corp.; Davao City; On-site; PHP 391,000 - 614,000; 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

Skills training and development

Job summary

Focusinc Group Corp. is seeking a Dispatch Specialist in the Philippines to coordinate scheduling, dispatch of service orders, and driver or field personnel coordination.

You will monitor real-time updates, handle inquiries, and ensure SLAs and KPIs are met, working with internal teams, drivers, and external partners. The role requires strong communication, problem-solving, and organizational skills, with exposure to CRM/ERP systems and Excel reporting.

Qualifications

• Bachelor’s degree or higher recommended
• Medical Logistics Knowledge is preferred
• Prior experience in Customer Service role
• Prior experience using CRM/ERP to manage information is preferred
• Experience with helpdesk software is a plus
• Comfortable working in Excel formatted reports
• Transportation experience is a big plus
• Excellent communication skills
• Strong verbal and written skills
• High level of attention to detail
• Adaptability
• Tech proficiency in tools used in operations
• Ethical and confidentiality awareness

Responsibilities

• Review training on each client’s Delivery Program and network partners
• Audit delivery performance using Order Entry, Monitoring Board, Analytics Dashboard and Dispatch Boards
• Own the success of assigned Client Programs and participate in weekly calls
• Perform Order Validation to ensure fields are filled for Billing
• Pull reports and generate weekly performance updates highlighting SLA/KPI gaps and improvement opportunities
• Identify patterns/trends and collaborate on root cause analysis and corrective actions
• Receive calls, tickets and communications from suppliers and customers nationwide
• Dispatch orders to drivers based on location and customer account
• Troubleshoot driver schedule updates and document delays or issues
• Provide status updates to customers (schedule, driver location, etc.)
• Propose new processes/tech to improve efficiency and resource use
• Deliver excellent customer service with high quality standards
• Handle related ad hoc tasks per job grade

Skills

Bachelor’s degree

Medical logistics knowledge

Customer service experience

CRM/ERP familiarity

Excel proficiency

Transportation experience

Communication skills

Verbal and written skills

Attention to detail

Adaptability

Technological proficiency

Problem solving

Ethical confidentiality

Education

Bachelor’s degree or higher (Preferred)

Tools

CRM

ERP

Excel

Helpdesk software

Job description

Focusinc Group Corp. is seeking a Dispatch Specialist in the Philippines to coordinate scheduling, dispatch of service orders, and driver or field personnel coordination.

You will monitor real-time updates, handle inquiries, and ensure SLAs and KPIs are met, working with internal teams, drivers, and external partners. The role requires strong communication, problem-solving, and organizational skills, with exposure to CRM/ERP systems and Excel reporting.