Account Specialist / Dispatcher

Accurate Expediting; Romulus (MI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Job summary

Accurate Expediting in Romulus, MI is seeking an Account Specialist / Dispatcher to manage customer accounts, coordinate daily dispatch and routing, and ensure accurate and timely delivery of services.

The role requires strong organizational skills, multitasking, and excellent communication; you will liaise with customers, drivers, warehouse, and internal teams to uphold service reliability and customer satisfaction.

Qualifications

• High school diploma or equivalent required.
• Previous experience in customer service, dispatching, logistics, or account management preferred.
• Experience in fast-paced operations or distribution environments is desirable.

Responsibilities

• Serve as the primary contact for customer accounts and process orders accurately.
• Respond to inquiries via phone, email, and other channels promptly.
• Monitor orders, provide updates, and resolve delivery or billing issues.
• Plan and optimize daily routes; dispatch drivers with clear instructions.
• Maintain accurate customer records and supporting documentation.
• Support billing inquiries and ensure service reliability and customer satisfaction.

Skills

Strong communication

Organizational skills

Multitasking

Decision making

Customer service

Team collaboration

Education

High school diploma or equivalent

Tools

Microsoft Office

Dispatch software

GPS tracking systems

Job description

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Account Specialist / Dispatcher Job Description

Position Summary / Objective

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.