Customer Service / Dispatcher

Customer Service Representative / Dispatcher
Location: West Sacramento, CA
Reports To: Operations Manager / Owner

Position Summary

The Customer Service Representative / Dispatcher is responsible for coordinating delivery operations while providing exceptional customer service to clients, drivers, and vendors. This position serves as the primary communication link between customers, drivers, warehouse staff, and management to ensure timely, accurate, and professional service.

Essential Duties and Responsibilities
Customer Service
Answer incoming phone calls, emails, and customer inquiries in a professional and courteous manner.
Provide shipment status updates and delivery confirmations.
Resolve customer concerns, service issues, and delivery exceptions promptly.
Maintain strong relationships with customers through proactive communication.
Process new service requests and enter orders accurately into company systems.
Follow up on pending deliveries, proof of deliveries (PODs), and customer requests.
Communicate delays, schedule changes, and service interruptions to customers.

Dispatch & Operations
Schedule and dispatch drivers for pickups and deliveries.
Monitor routes and driver progress throughout the day.
Adjust schedules and routes to maximize efficiency and meet service requirements.
Communicate delivery instructions, special handling requirements, and customer expectations to drivers.
Coordinate with warehouse staff regarding inbound and outbound shipments.
Track and manage service failures, delays, and re-delivery requests.
Maintain dispatch boards and transportation management systems.
Ensure drivers have all necessary paperwork, equipment, and information before departure.

Administrative Duties
Review and process delivery documentation and PODs.
Enter shipment information, notes, and updates into company software.
Prepare and distribute customer reports as needed.
Assist with invoicing support and billing documentation.
Maintain organized electronic and physical records.
Support payroll by reviewing driver time records and route completion information.

Driver Support
Serve as the primary point of contact for drivers during their routes.
Assist drivers with customer issues, routing questions, and delivery challenges.
Coordinate breakdown assistance and emergency service situations.
Ensure compliance with company policies and customer requirements.
Qualifications

Required
Strong customer service and communication skills.
Proficiency with various databases.
Ability to multitask in a fast-paced environment.
Strong organizational and problem-solving abilities.
Ability to work under pressure and meet deadlines.
Professional phone and email etiquette.

Preferred
Previous dispatching experience in transportation, logistics, courier, or delivery services.
Experience with routing software, transportation management systems (TMS), or dispatch software.
Knowledge of Northern California geography and major delivery routes.
Experience with QuickBooks or transportation-related software.

Skills & Competencies
Excellent verbal and written communication.
Strong attention to detail.
Ability to prioritize multiple tasks simultaneously.
Customer-focused mindset.
Team-oriented attitude.
Ability to make sound decisions quickly.
Strong follow-through and accountability.

Typical Schedule: MondayFriday, with occasional overtime and after-hours support as business needs require.