Dispatcher - Final Mile

Werner Enterprises•Little Rock, AR

About The Position

The Dispatcher – Final Mile serves as the operation’s customer support system and maintains ongoing communication with delivery teams, clients, and customers to address problems or obstacles that could interfere with the timely completion of scheduled deliveries. The position includes direct supervisory duties, oversees dispatch staff operations, and fills in for the Operations Manager when the Manager is not present. The role administers delivery orders, schedules and routes deliveries, dispatches delivery teams, maintains shipment statuses and delivery documentation, monitors route progress, and manages delivery exceptions. It also resolves customer service issues and keeps involved parties informed about schedule or delivery problems. The position requires an associate degree or equivalent experience and at least one year of customer service or customer transportation experience. The position is eligible for benefits including medical, dental, and vision plans; a 401(k) plan; a stock purchase plan; paid time off; life insurance; disability plans; and optional supplemental coverage.

Requirements

Associate degree or equivalent experience.
One year of customer service or customer transportation experience.
Ability to establish and maintain effective relationships with employees, contractors, supervisors, and the general public, using courtesy, discretion, and independent judgment.
Strong organizational, leadership, communication, and reporting skills.
High energy and ability to motivate others.
Proficiency with Microsoft Office.
Ability to safeguard customers’ personal information.
Detail-oriented, analytical problem-solving ability 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, with follow-through.

Responsibilities

Administer orders received at the facility for delivery, including promptly updating customer portals and internal systems.
Promptly schedule deliveries to end consumers according to client-specific standard operating procedures.
Route outbound delivery trucks, considering service, revenue per truck, driver or drive-team selection, and dispatch.
Provide spot quotes for orders not governed by a contracted rate.
Complete shipment statuses in operating systems and portals, collect proof of delivery, and communicate extra charges to customers according to established procedures.
Maintain bills of lading, labels, manifests, pick sheets, load plans, and other documents needed 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 provide information or make adjustments as needed.
Advise delivery teams on appropriate actions regarding customer, logistics, or other problems affecting scheduled deliveries.
Verify merchandise by matching customer and sales receipt information.
Resolve customer service issues by identifying and explaining solutions, taking appropriate action, and following up to ensure 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 the Operations Manager’s duties when the Manager is not present.
Oversee dispatch staff operations.
Perform other related duties as required and assigned.