Lead Transportation Specialist - Dispatch Operations

Colonial Group; Buffalo (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

Colonial Group seeks a Lead Transportation Specialist - Dispatch Operations to oversee carrier coordination and triage customer inquiries. You will lead, coordinate and analyze transportation workflows to ensure smooth operations.

This role requires 5+ years in customer service and logistics, strong leadership, data analytics, and proficiency with Salesforce and Microsoft Office. You will develop SOPs, monitor KPIs, and drive process improvements.

Qualifications

• Minimum 5 years in customer service and transportation/logistics
• Experience with data and analytics preferred
• Strong problem-solving ability
• Dedicated team leadership skills
• Demonstrated partnership skills with peers and stakeholders
• Proven customer service ability
• Excellent communication and organizational skills
• Sense of urgency and self-motivation
• Experience with business technology including Salesforce and Microsoft Office or G Suite

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Assist management in operational planning and execution of key initiatives to improve workflows and efficiency.
• Perform data analysis to identify trends and inform decision-making.
• Monitor and report on KPIs across operational functions.
• Support creation and maintenance of SOPs, policies, and process documentation.
• Identify and propose process improvements to enhance efficiency.
• Coordinate and assist with special projects to ensure timely delivery and quality.
• Provide research and insights into business and operational challenges.
• Act as liaison between management and the broader team for alignment on objectives.
• Collaborate with teams to troubleshoot issues and develop solutions.
• Assist in development and tracking of project timelines and milestones.
• Prepare presentations and reports for leadership meetings and updates.
• Perform additional duties as assigned.

Skills

Customer service

Logistics experience

Data analytics

Leadership

Communication

Problem solving

Time management

Salesforce

Microsoft Office

G Suite

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

Salesforce

Microsoft Office

G Suite

Job description

Who we are looking for:

The Lead Transportation Specialist - Dispatch Operations is responsible for overseeing and coordinating complex carrier operations tasks within the Transportation team. This role implements processes and procedures established by the Transportation department to support carriers by leading, coordinating and triaging customer and carrier inquiries and transactions. The Team Lead, Transportation - Dispatch Operations partners with carriers, customers, internal management and Teammates to ensure the smooth operations of the team. This role performs analytical and data transformation duties with minimal supervision.

What you will do:

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Assist management in operational planning and the execution of key initiatives to improve workflows and efficiency.
• Perform data analysis to identify trends, inform decision‑making, and support strategic planning.
• Monitor and report on key performance indicators (KPIs) across various operational functions.
• Support the creation, maintenance, and organization of critical resources, including SOPs, policies, and process documentation.
• Identify and propose process improvements to enhance operational efficiency and alignment with business objectives.
• Coordinate and assist with special projects, ensuring they are delivered on time and meet quality standards.
• Provide detailed research and insights into business and operational challenges.
• Act as a liaison between management and the broader team, facilitating communication and alignment on key objectives.
• Collaborate with teams to troubleshoot issues, develop solutions, and ensure smooth operations.
• Assist in the development and tracking of project timelines and milestones to ensure successful execution.
• Prepare presentations, reports, and materials for leadership meetings and project updates.
• Perform additional duties as assigned.

What you will need:

• Ability to read, write, speak and understand English.
• High School Diploma or GED required; Bachelor’s degree preferred.
• 5+ years’ customer service and transportation, supply chain, or logistics experience
• Experience in data and analytics preferred.
• Complex problem-solving ability
• Dedicated team leadership skills
• Demonstrated partnership skills, including peers and stakeholders.
• Proven customer service ability
• Communication and organizational skills
• Sense of urgency and self-motivation
• Experience with business technology, including Microsoft Office or G Suite, and Salesforce.

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