Dispatcher - Final Mile

Werner Enterprises, Inc.; Little Rock (AR); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, dental and vision plans

401(k) plan

Stock purchase plan

Paid time off

Life insurance

Disability plans

Other optional supplemental coverage

Job summary

Werner Enterprises is seeking a customer support professional in Little Rock, AR to maintain ongoing communication with delivery teams, clients, and customers to address and resolve delivery obstacles. The role requires coordinating orders, scheduling, and routing for timely deliveries and handling related documentation.

You will monitor progress, communicate updates, and provide solutions while maintaining accuracy in records and adherence to SOPs.

Qualifications

• High school graduate or equivalent experience.
• One year customer service experience preferred.
• Routing, dispatch, and warehouse experience preferred.

Responsibilities

• Administer orders received at the facility for delivery and update customer portals and internal systems.
• Schedule deliveries to end consumers per client SOPs.
• Coordinate routing for outbound delivery trucks focusing on service and revenue per truck.
• Capture shipment statuses and communicate charges as per SOPs.
• Maintain documents for planning, loading and delivery processes; load plans and manifests.
• Communicate with urgency to inform stakeholders of schedule or delivery issues and resolve them.
• Monitor delivery progress and adjust as necessary.
• Advise delivery teams on actions needed regarding customer or logistics problems.
• Verify merchandise by matching customer and sales receipts.
• Resolve customer service issues and ensure complete resolution.
• Prepare quality reports, dispatch logs and tracking logs; setup manifests.
• Handle exceptions such as late departures/arrivals and other delivery issues.

Skills

Customer service

Communication

Problem solving

Organization

Microsoft Office

Education

High school diploma or equivalent

Job description

This role will act as the operation’s customer support system. You will be responsible for, but not limited to maintaining ongoing communication with delivery teams, clients, and customers in order to address and resolve any problems or obstacles that could interfere with the timely completion of scheduled deliveries.

Essential Job Functions

• Administration of orders received at the facility for delivery. This includes prompt updating of customer portals and internal systems.
• Prompt scheduling of deliveries to the end consumer per the client specific SOP’s
• Routing process for outbound delivery trucks focusing on service, revenue per truck, driver/drive team selection and dispatch.
• Completes all shipment statuses in the appropriate operating systems and portals, collecting POD’s and communicating extra charges to customers per the established SOP’s.
• Maintains bill of lading, labeling, manifest, pick sheets, load plans and other necessary documents for the planning, loading and delivery processes.
• Communicates with sense of urgency with all parties keeping them informed of schedule or delivery issues, answering questions, responding to requests, and identifying and implementing solutions.
• Monitors delivery teams' progress through their routes and schedules – informs or makes adjustments as necessary.
• Advises delivery teams of the proper actions regarding customer, logistics or other problems which could arise and affect scheduled deliveries.
• Verifies merchandise by matching customer and sales receipt information.
• Resolves customer service issues by identifying and explaining the best solution, taking the appropriate action, and following up to ensure complete resolution.
• Prepares quality reports, load out reports, dispatch logs and tracking logs, and set up of manifests
• Manages exceptions not limited to late departures or arrivals, breakdowns, in-home service time, not at home, go backs, accidents, product or in-home damages, delivery team illness or injury.
• Performs other related duties as required and assigned.

Knowledge, Skills, And Abilities

• Ability to establish and maintain effective relationships with employees, contractors, supervisors, and the general public requiring courtesy, discretion, and independent judgment.
• Excellent organizational, leadership, communication, reporting skills
• Excellent organizational, leadership, communication, reporting skills
• Ability to establish and maintain effective relationships with employees, contractors, supervisors, and the general public requiring courtesy, discretion, and independent judgment.
• High energy and motivating skills
• Microsoft Office proficient
• Ability to safeguard customers’ personal information.
• Detail-oriented, analytical problem-solver and ability to multi-task in a demanding environment, high-pressure, high-volume environment.
• Knowledge of relevant policies, practices and procedures and requirements / standards.
• Effective written, verbal communication skills and follow through

Education And Experience

• High school graduate or equivalent experience.
• One year customer service experience preferred
• Routing, dispatch, and warehouse experience preferred

We know benefits are critical and we are committed to offering comprehensive and affordable options for you and your loved ones. This position is eligible for benefits, which include medical, dental and vision plans.

• medical, dental and vision plans
• 401(k) plan
• stock purchase plan
• paid time off
• life insurance
• disability plans
• other optional supplemental coverage

Werner Enterprises provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information or veteran status or other status protected by law. We encourage applicants of all ages as we do not discriminate on the basis of an applicant's age.