Dispatcher - Final Mile

Werner Enterprises•Philadelphia, PA

1d•$21 - $28

About The Position

The Dispatcher – Final Mile 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 role administers orders, schedules deliveries, plans and routes outbound trucks, tracks shipment statuses, and maintains the documents and reports needed to support delivery operations. The dispatcher monitors delivery teams’ progress, handles operational exceptions, advises teams on issues, and resolves customer service concerns. The position requires strong organization, communication, reporting, and problem-solving skills, along with the ability to maintain effective working relationships and safeguard customers’ personal information. A high school diploma or equivalent experience is required. Customer service experience and routing, dispatch, or warehouse experience are preferred. The expected starting pay range is $20.79–$27.72 per hour, with offers based on experience, skills, and qualifications. The position is eligible for 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

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.
Strong organizational, leadership, communication, and reporting skills.
High energy and ability to motivate.
Proficiency with Microsoft Office.
Ability to safeguard customers’ personal information.
Detail-oriented and analytical problem-solver with the 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.
Routing, dispatch, and warehouse experience.

Responsibilities

Administer facility delivery orders and promptly update customer portals and internal systems.
Schedule deliveries to end consumers 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 needed for planning, loading, and delivery.
Communicate urgently with relevant parties about schedules 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 needed.
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 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 other related duties as required and assigned.