Dispatcher - Final Mile

Werner Enterprises•Philadelphia, PA

About The Position

This role acts as the operation’s customer support system, maintaining ongoing communication with delivery teams, clients, and customers to address and resolve problems or obstacles that could interfere with the timely completion of scheduled deliveries. The dispatcher administers orders received at the facility, updates customer portals and internal systems, schedules deliveries according to client-specific SOPs, and coordinates routing and dispatch of outbound delivery trucks. The position tracks delivery progress, manages exceptions, completes shipment statuses, collects proof of delivery, communicates extra charges, and maintains documents needed for planning, loading, and delivery. It also responds to customer service issues, provides guidance to delivery teams, verifies merchandise against customer and sales receipt information, and prepares reports, logs, and manifests. Other related duties may be assigned.

Requirements

High school graduate or equivalent experience.
Ability to establish and maintain effective relationships with employees, contractors, supervisors, and the general public, using courtesy, discretion, and independent judgment.
Excellent organizational, leadership, communication, and reporting skills.
High energy and motivating skills.
Proficiency with Microsoft Office.
Ability to safeguard customers’ personal information.
Detail-oriented, analytical problem-solving skills and ability to multitask in a demanding, high-pressure, high-volume environment.
Knowledge of relevant policies, practices, procedures, and requirements or standards.
Effective written and verbal communication skills and follow-through.

Nice To Haves

One year of customer service experience preferred.
Routing, dispatch, and warehouse experience preferred.

Responsibilities

Administer delivery orders received at the facility and promptly update customer portals and internal systems.
Schedule end-consumer deliveries according to client-specific SOPs.
Route outbound delivery trucks, considering service, revenue per truck, driver or drive-team selection, and dispatch.
Complete shipment statuses in operating systems and portals, collect proof of delivery, and communicate extra charges to customers according to established SOPs.
Maintain bills of lading, labels, manifests, pick sheets, load plans, and other documents for planning, loading, and delivery.
Communicate promptly with all parties about schedule or delivery issues, answer questions, respond to requests, and identify and implement solutions.
Monitor delivery teams’ progress through routes and schedules and make or communicate adjustments as necessary.
Advise delivery teams on appropriate actions for customer, logistics, or other problems that could affect scheduled deliveries.
Verify merchandise by matching customer and sales receipt information.
Resolve customer service issues by identifying and explaining the best solution, taking appropriate action, and following up to ensure complete resolution.
Prepare quality reports, load-out reports, dispatch logs, and tracking logs, and set up manifests.
Manage exceptions, including late departures or arrivals, breakdowns, in-home service time, customers not at home, go-backs, accidents, product or in-home damage, and delivery-team illness or injury.
Perform other related duties as required and assigned.