Dispatcher - Final Mile

Werner Enterprises, Inc.; North Little Rock (AR); On-site; USD 36,000 - 54,000; 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

Supplemental coverage options

Job summary

Werner Enterprises in North Little Rock, AR is seeking a customer support coordinator to maintain ongoing communication with delivery teams, clients, and customers to address and resolve issues that could affect on-time deliveries.

You will administer orders, schedule deliveries, manage routing, update portals, and produce reports while handling exceptions and ensuring accurate documentation.

Qualifications

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

Responsibilities

• Maintain ongoing communication with delivery teams, clients, and customers to address and resolve problems that could interfere with on-time deliveries.
• Administer orders received at the facility for delivery and update customer portals and internal systems.
• Promptly schedule deliveries to the end consumer per client SOPs.
• Route outbound trucks focusing on service, revenue per truck, driver selection and dispatch.
• Complete shipment statuses in operating systems and portals; collect PODs and communicate extra charges per SOPs.
• Maintain required documents (bills of lading, labels, manifests, pick sheets, load plans).
• Inform delivery teams of actions regarding customer or logistics problems that could affect schedules.
• Monitor delivery teams' progress and adjust as necessary.
• Explain and implement best solutions to customer service issues; follow up for resolution.
• Prepare quality reports, load out reports, dispatch logs, and tracking logs; set up manifests.
• Manage exceptions such as late departures/arrivals, breakdowns, or in-home service issues.

Skills

Customer service

Communication

Organizational skills

Problem solving

Multi-tasking

Interpersonal skills

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM software

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. We also offer a 401(k) plan, stock purchase plan, paid time off, life insurance, disability plans and 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.