Dispatcher - Final Mile

Werner Enterprises•Little Rock, AR

About The Position

The Dispatcher 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 timely completion of scheduled deliveries. The role includes direct supervisory duties, oversight of dispatch staff, and covering Operations Manager duties when the Manager is absent. The Dispatcher administers delivery orders, schedules deliveries according to client-specific procedures, routes outbound trucks, and coordinates dispatch decisions. The role tracks delivery progress, handles exceptions, keeps parties informed about schedule or delivery issues, resolves customer service concerns, and completes required shipment records and reports. The position requires an associate degree or equivalent experience and at least one year of customer service or customer transportation experience. Benefits include 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.
Excellent organizational, leadership, communication, and reporting skills.
High energy and ability to motivate others.
Proficiency in Microsoft Office.
Ability to safeguard customers’ personal information.
Detail-oriented, analytical problem-solving ability and capacity 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.
Schedule deliveries to end consumers promptly in accordance with client-specific standard operating procedures.
Route outbound delivery trucks, considering service, revenue per truck, and 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 urgently with all parties about schedules and delivery issues, answer questions, respond to requests, and identify and implement solutions.
Monitor delivery teams’ progress through routes and schedules and inform them of or make adjustments as necessary.
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 Operations Manager duties when the Manager is absent.
Oversee dispatch staff operations.
Perform other related duties as required and assigned.