Operations Dispatcher (Dispatch and Routing)

Western Site Services LLC; San Jose (CA); On-site; USD 33,000 - 41,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Time Off

Paid Holidays

401(k) Retirement Plan

Job summary

Western Site Services LLC in San Jose, CA is seeking an Operations Dispatcher to coordinate daily service routes, deliveries, and pickups, ensuring safe, accurate, and efficient service. You will act as the primary link between drivers, customers, and the Operations and Customer Service teams, developing routes, adjusting schedules, and maintaining records.

The role requires reliability, organization, and clear communication.

Qualifications

• Effective verbal communication with customers and drivers.
• Strong organizational skills and the ability to manage multiple responsibilities while meeting deadlines.
• Excellent verbal and written communication and customer service skills.
• Exceptional attention to detail, accuracy, and data entry.
• Ability to work independently while collaborating with teams.
• Professional, courteous communication style.

Responsibilities

• Dispatching and route coordination: assign routes, adjust daily/weekly plans, balance workloads, and communicate changes to drivers.
• Customer and driver support: respond to inquiries, provide updates, coordinate with onsite issues, and assist during emergencies.
• Documentation and reporting: maintain KPI data, route counts, service metrics, and ensure records are complete and accurate.
• Additional responsibilities: assist with general operational duties as needed.

Skills

Verbal communication

Customer service

Organizational skills

Data entry accuracy

Problem solving

Independent work

Bilingual English/Spanish

Tools

ServiceCore

Job description

Description

About Western Site Services, LLC.

Western Site Services, LLC. has led the industry in customer service and maintained a trusted family name in the community for over 30 years. Our success is the direct result of the skills, dedication, and contributions of our talented and diverse employees.

Our motto is "Service with Integrity." We believe that what we do is more than just a job; it is a commitment to providing dependable, quality service to our customers and the communities we serve.

We recognize that our employees are our most valuable asset and strive to create a collaborative, supportive, and professional working environment where everyone has the opportunity to contribute and succeed.

Position Summary

Under the supervision of the Operations Manager, the Operations Dispatcher is responsible for coordinating and overseeing daily service routes, deliveries, and pickup operations to ensure services are completed safely, accurately, and efficiently.

This position serves as a primary communication link between service drivers, customers, the Customer Service Department, and Operations and Inventory Management. Responsibilities include developing and adjusting routes, coordinating schedules, monitoring service progress, responding to customer inquiries, troubleshooting operational issues, and maintaining accurate service records and reporting.

The ideal candidate is dependable, organized, customer-focused, and exceptionally detail-oriented. Success in this role requires the ability to manage repetitive and time-sensitive responsibilities, maintain consistent accuracy, exercise sound judgment, and communicate professionally while balancing competing priorities.

Dispatching and Route Coordination

• Assign and distribute recurring services, pickups, deliveries, and unassigned stops to appropriate service drivers.
• Develop, sequence, and adjust daily and weekly routes to maximize route density, minimize unnecessary drive time, and maintain balanced workloads.
• Coordinate service coverage across multiple geographical areas, including utilizing drivers from surrounding service regions when operationally appropriate.
• Communicate schedules, route assignments, changes, road conditions, and other relevant information to drivers.
• Prepare and maintain daily route manifests, including required documentation for the dump station.
• Conduct route check-ins and verify that route information is accurate and complete before posting.
• Review routing maps and schedules to identify errors, incorrect addresses, and operational changes that may affect service efficiency.

Customer and Driver Support

• Respond to incoming customer calls and emails regarding service requests, scheduling, availability, delivery updates, and general inquiries.
• Communicate anticipated service and delivery times and provide timely updates when schedules change.
• Make outgoing calls to customers regarding missed services, access restrictions, locked gates, and other service-related concerns.
• Answer incoming calls from service drivers and coordinate assistance with onsite service issues, customer contacts, or operational concerns.
• Support drivers during reported emergencies by communicating relevant information and coordinating appropriate resources.
• Collaborate with the Customer Service Department to coordinate service and delivery schedules.
• Maintain professional, courteous, and timely communication with customers, drivers, and internal departments.

Documentation and Operational Reporting

• Review and follow up on previous-day emails to ensure outstanding routing requests, service needs, and customer concerns have been addressed.
• Document all bypassed, missed, or incomplete services, including supporting details and required follow-up.
• Review completed driver routes at the end of each day to ensure service notes, orders, and delivery information have been properly documented.
• Follow up with drivers to obtain missing or incomplete service information.
• Enter daily Key Performance Indicator (KPI) information and weekly route counts and service metrics into designated spreadsheets and reporting systems.
• Maintain accurate and organized operational records within ServiceCore and other designated systems.
• Communicate operational concerns, service interruptions, and issue resolutions to the Operations team and management.

Additional Responsibilities

• Assist with general operational and administrative duties as needed.
• Perform other related duties consistent with the position and business needs.

Compensation and Benefits

Hourly Compensation: $24.00 – $30.00

The anticipated hourly pay range for this position is $24.00 to $30.00, depending on job-related qualifications, experience, skills, and other permissible factors.

Eligible full-time employees may receive the following benefits:

• Medical Insurance: 100% employer-paid medical insurance.
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Time Off (PTO)
• Paid Holidays
• 401(k) Retirement Plan: Employer matching opportunity after one year of employment.

Medical, dental, vision, and life insurance benefits become available following the applicable 90-day waiting period, subject to plan eligibility and governing plan documents.

The Predictive Index – Getting to Know You

At Western Site Services, we recognize that successful teams are built by understanding, supporting, and developing our employees.

We have partnered with The Predictive Index (PI), an organization focused on helping businesses better understand workplace behaviors, improve management practices, and create positive working environments.

As part of our hiring process, we invite you to complete a brief workplace behavioral survey.

A few things to know:

• The survey takes approximately five minutes to complete.
• There are no right or wrong answers.
• No preparation is necessary.
• We encourage you to respond naturally and avoid overthinking your answers.
• You will receive a copy of your results shortly after completing the survey.

The purpose of the survey is to help us better understand your workplace preferences and communication style. It is intended to support the overall interview and selection process and is not the sole basis for an employment decision.

Complete the Predictive Index Survey Here:

https://assessment.predictiveindex.com/bo/063Z/OperationsRouter_Mar2026_153012#page0

If you require an accommodation to complete the survey or participate in the hiring process, please contact Human Resources.

Equal Employment Opportunity

Western Site Services, LLC. is an Equal Employment Opportunity employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to any status protected by applicable federal, state, or local law, including race, color, national origin, ancestry, religion, sex, pregnancy, childbirth, reproductive health decision-making, sexual orientation, gender identity or expression, age, disability, medical condition, genetic information, marital status, military or veteran status, or any other legally protected status.

We provide reasonable accommodations to qualified applicants and employees with disabilities and to individuals with sincerely held religious beliefs, as required by applicable law.

We value diversity, encourage qualified individuals from all backgrounds to apply, and are committed to maintaining a respectful and inclusive workplace.

Join the Western Site Services Team!

If you are dependable, detail-oriented, customer-focused, and enjoy contributing to a team that takes pride in delivering quality service, we encourage you to apply.

Western Site Services, LLC. – Service with Integrity.

Requirements

Required Qualifications

• Effective verbal communicate with customers and service drivers.
• Strong organizational skills and the ability to manage multiple responsibilities while meeting established deadlines.
• Excellent verbal and written communication and customer service skills.
• Exceptional attention to detail, accuracy, and consistency in data entry, scheduling, and documentation.
• Strong problem‑solving and decision‑making skills, with the ability to evaluate information and follow established procedures.
• Ability to work independently while maintaining effective collaboration with operations personnel, management, and field employees.
• Professional, courteous, and service-oriented communication style.

Preferred Qualifications

• Previous experience in dispatching, routing, logistics, transportation coordination, or a similar operational role.
• Experience using routing software, GPS systems, and service management platforms, preferably ServiceCore.
• Proficiency in Microsoft Office applications, particularly Excel and Outlook.
• Experience maintaining spreadsheets, operational reports, and performance metrics.
• Verbal fluency in both English and Spanish enhances communication with customers and service drivers, but is not required.
• Awareness of workplace safety and OSHA compliance.

Physical and Work Environment Requirements

This is primarily an office-based position requiring regular use of a computer, telephone, and other standard office equipment.

Essential activities include:

• Remaining seated at a workstation for extended periods, with the ability to change positions as needed.
• Using a computer and keyboard for data entry, scheduling, and reporting.
• Speaking and listening during telephone and in-person communications.
• Reading and reviewing schedules, maps, emails, and operational documentation.

Reasonable accommodations will be considered for qualified individuals with disabilities to enable them to perform the essential functions of the position, consistent with applicable law.