Werner Enterprises
Customer Support Operations
Join our dynamic team as a Final Mile Dispatcher, where you'll be the vital link between our delivery teams, clients, and customers. Your primary responsibility will be to ensure timely communication to overcome any challenges that may hinder our delivery schedules.
Essential Job Functions
Administer and manage incoming delivery orders, promptly updating customer portals and internal systems.
Efficiently schedule deliveries to end consumers following client-specific SOPs.
Optimize routing for outbound delivery trucks, focusing on service and revenue per truck, while selecting appropriate drivers and dispatching effectively.
Track and update shipment statuses in our operating systems, ensuring collection of proof of delivery (POD) and communicating any extra charges to customers as established in SOPs.
Maintain necessary documentation, including bills of lading, labels, manifests, pick sheets, and load plans throughout the planning, loading, and delivery processes.
Communicate promptly and with urgency to all involved parties, keeping them informed of any scheduling or delivery issues, while responding to questions and implementing solutions.
Monitor the progress of delivery teams along their routes, making adjustments as required for optimal efficiency.
Guide delivery teams in resolving potential customer and logistics issues that might affect scheduled deliveries.
Verify merchandise by cross-checking with customer and sales receipt information.
Address and resolve customer service concerns by identifying the best solutions, taking action, and ensuring follow-up for complete resolution.
Prepare quality reports, load out reports, dispatch logs, tracking logs, and manage manifest setups.
Handle exceptions, including late departures/arrivals, breakdowns, in-home service timelines, and delivery-related issues.
Perform other related duties as assigned to support operational efficiency.
Knowledge, Skills, and Abilities
Strong ability to build and maintain effective relationships with team members and the general public, demonstrating courtesy and discretion.
Exceptional organizational, leadership, communication, and reporting skills.
High energy, with the ability to motivate and lead others effectively.
Proficient in Microsoft Office.
Commitment to safeguarding customers’ personal information.
Detail-oriented, analytical thinker skilled in problem-solving and multitasking in a high-pressure environment.
Familiarity with relevant policies, practices, and standards.
Effective written and verbal communication skills with strong follow-through.
Education and Experience
High school diploma or equivalent experience is required. One year of customer service experience is preferred, along with experience in routing, dispatch, and warehousing.
The expected starting pay range for this position is $20.33 - $27.11 per hour, with offers determined based on experience, skills, and qualifications. Our comprehensive benefits package includes medical, dental, and vision plans, a 401(k) plan, stock purchase plan, paid time off, life insurance, disability plans, and other supplemental coverage options.
Werner Enterprises is an equal opportunity employer. We welcome applicants from all backgrounds, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information, or veteran status. We encourage applications from individuals of all ages to promote a diverse workforce.