Dispatch Support Specialist

We are seeking a highly organized and proactive Dispatch Support Specialist to join our team. This role will support routing changes, address issues our drivers encounter overnight, capture and triage issues via the Driver Feedback Loop, and manage customer service tickets.

Key Responsibilities:

1. Routing Support:

Implement and manage routing changes as needed, such as:

• Respond to unexpected driver call-offs by reallocating their route among available drivers
• Add locations with service tech tickets that need to be addressed by drivers overnight
  

2. Driver Support / Servicing Issues:

Address and resolve issues drivers encounter overnight, such as:

• Provide assistance and guidance to drivers experiencing service issues while stocking
• Maintain open lines of communication with drivers to ensure timely problem resolution, let them know when they should move on to their next stop or if they should wait for another few minutes.

* Lifeline for driver

• Monitor the CMS Stocking dashboard and notify drivers if a location's inventory doesn’t go through in real-time to confirm its accuracy
• Ensuring drivers log all issues through the invite to via slack Driver Feedback Loop Form
  

3. Customer Service:

Manage and resolve customer service tickets after 5pm of our top 5 issues:

• Touchscreen Not Working
  

i. If ticket comes through overnight

a. See if a driver is going to be visiting this location soon, they can confirm

b. Check if there has been another purchase since incident

c. If not, reset touchscreen - they would need to be trained on this; need to confirm what system they are using to do this

• Receipts - send customer receipt

• Cancel Reservations - cancel reserved item

• Coupon / Promo issues - coupon wasn’t applied to order

ii.. Minimum of 30 tickets solved

iii.Categories they should not address:

• Red Alerts
• Solitiations
• Bank disputes
  

4. Documentation and Reporting:

• Maintain accurate records of routing changes, driver issues, and customer service tickets
• Generate reports on common issues and suggest improvements to reduce recurrence
• Provide regular updates to management on the status of ongoing issues and resolutions

● Experience:

○ Previous experience in dispatch, logistics, or customer service roles.

○ Experience in a support role for delivery or logistics companies is a plus.

● Access To:

○ Salesforce

○ CMS

○ Zendesk

● Skills:

○ Strong problem-solving and multitasking abilities.

○ Excellent communication and interpersonal skills.

○ Proficient in using dispatch software and customer service ticketing systems.

○ Ability to work independently and as part of a team in a fast-paced environment.

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company