National Courier Express, LLC
Courier Dispatcher & Customer Service Representaive CSR
National Courier Express, LLC, Gainesville, Florida, us, 32635
Courier Dispatcher & Customer Service Representaive CSR
Gainesville, Florida, United States of America • Full Time Pay Rate:
Competitive compensation package with performance-based incentives Benefits:
Health, Vision and Dental Insurance, Health savings account and Flexible spending account, Paid time off and Holidays, Flexible schedule Travel:
Travel required to operations hubs and client locations Welcome to National Courier Express.... Your Trusted Courier Partner.
Who We Are....
We are a healthcare courier logistics company with a relentless focus on efficiency, reliability, compliance and customer satisfaction. We are dedicated to delivering pharmaceuticals, medical supplies and equipment, and lab specimens to where and when they are needed the most. Leveraging over 20+ years of experience and expertise in healthcare logistics, NCE provides its partners with the confidence and resources needed to grow their business. NCE is driven to exceed customer expectations by continuously innovating and improving the skills and resources required to be the most dependable and trusted partner for courier deliveries in healthcare. Mission....
Ensure the safe and prompt delivery of essential pharmaceuticals, medical supplies and equipment to empower pharmacies, healthcare providers, laboratories, and patients in their journey toward better health outcomes. Vision....
To be the leading provider of reliable and efficient medical supply logistics, ensuring that every healthcare stakeholder has seamless access to essential resources, ultimately contributing to healthier communities and improved patient outcomes worldwide. Your New Role....
We are seeking a highly skilled, detailed-oriented, and service-driven Courier Dispatcher & Customer Service Representative to support and oversee daily delivery operations for non-medical and time-sensitive and temperature-controlled medical shipments. This role ensures that every pickup and delivery is executed safely, accurately, efficiently, and in full compliance with healthcare and regulatory standards. This individual will be responsible for dispatching drivers, ensuring route efficiency, managing real-time delivery exceptions, and providing exceptional customer experience to healthcare providers and others. This position requires exceptional communication, advanced problem-solving skills, experience in medical logistics, and the ability to thrive in a fast-paced environment where accuracy, compliance, and patient care are top priorities. The ideal candidate is detail-oriented, has strong multitasking abilities, a calm, solution-oriented approach under pressure, and holds valid HIPAA and OSHA Bloodborne Pathogens certifications. This position is critical to maintaining service reliability and patient safety for healthcare partners throughout the regions. The ideal candidate is a creative self-starter who thrives in a fast-paced environment, highly organized, tech-savvy, and capable of working both creatively and analytically to help streamline operations and drive growth. Dispatch & Logistics Coordination
Coordinate, assign, and monitor daily courier routes across multiple states ensuring on-time delivery of medical and non-medical shipments, patient therapies, and other healthcare materials. Oversee temperature-controlled deliveries (refrigerated, frozen, ambient) and maintain chain-of-custody integrity at all times. Track deliveries in real time, proactively managing delays, route deviations, traffic issues, weather concerns, and driver needs. Ensure all service-level agreements (SLAs) are met, including STAT, 2-hour, 4-hour, same-day, next-day, and routed deliveries. Work closely with drivers to provide accurate ETAs, instructions, POD (proof of delivery) requirements, and customer updates. Verify that all deliveries meet compliance standards including HIPAA, OSHA, DOT, and internal SOPs. Maintain accurate and up-to-date dispatch logs, manifests, proof of delivery (POD) confirmations, incident reports, and delivery confirmations for billing and compliance purposes. Driver Support & Workforce Management
Assist in the recruitment and onboarding of qualified contract and employee drivers, training them on routes, compliance, safety expectations, and customer service protocols. Support HR and Operations in screening, scheduling, and onboarding new drivers, ensuring all compliance documents are complete prior to activation. Provide real-time support to drivers regarding navigation, client instructions, pickups, deliveries, and safety protocols. Monitor driver performance and provide feedback or retraining when necessary to ensure adherence to company standards, while documenting service issues and relaying feedback to leadership. Ensure drivers adhere to company policies, uniform requirements, chain-of-custody procedures, and temperature-control expectations. Promote retention through consistent communication, recognition, and problem-solving support for active couriers. Partner with management to identify high-performing couriers for expanded responsibilities or route leadership opportunities. Compliance & Quality Assurance
Ensure all dispatch and delivery activities comply with HIPAA privacy and security regulations. Enforce OSHA Bloodborne Pathogens safety standards, including correct handling, labeling, and containment of biohazard materials. Verify that drivers and couriers follow chain-of-custody, temperature control, and specimen integrity protocols at all times. Report service failures, incidents, or compliance deviations promptly and document corrective actions taken. Conduct daily audits of route documentation and temperature logs to verify accuracy and compliance. Support internal audits and quality assurance reviews by maintaining complete, traceable delivery documentation. Customer Service & Client Support
Serve as the primary point of contact for clients during delivery windows, providing timely updates and resolving concerns. Manage incoming calls, emails, and portal requests, resolving issues promptly and professionally. Provide accurate and timely updates on delivery statuses, troubleshooting concerns with urgency and precision. Communicate proactively, effectively, and empathetically via phone calls, SMS text, and group Teams chats with healthcare providers, patients, and lab or pharmacy staff regarding estimated arrival times, route adjustments, service exceptions, delays, and other challenges. Build strong relationships with clients through proactive communication and exceptional customer service. Escalate all issues to the Dispatch Supervisor and Management, collaborating to identify root causes and implement corrective actions. Demonstrate empathy and professionalism when coordinating with patients for home deliveries. Escalate and document service failures, customer complaints, and special requests using the appropriate systems. Operational & Administrative Duties
Prepare and distribute daily reports to support the review and validation of proof of delivery (POD). Maintain accurate and detailed records of delivery times, exceptions, PODs, and communication logs. Participate in daily quality assurance audits and operational improvement initiatives. Generate reports on on-time performance, route efficiency, and customer issues. Generate and analyze route performance reports, identifying trends, delays, and cost-saving opportunities. Assist with mileage validation, route compensation, and verification of delivery completion data. Collaborate with accounting to reconcile completed deliveries with billing data. Contribute to performance dashboards and operational reporting for management review. Training & Safety
Maintain active certifications in HIPAA and OSHA Bloodborne Pathogens. Conduct new driver and courier training, as well as periodic refresher training, on safety, compliance, and customer service standards. Promote a culture of accountability, safety, and respect among the driver and courier team. Education & Experience:
Associate’s degree in Logistics, Business Administration, or a related field preferred. Minimum of 2–3 years of experience in dispatch, logistics coordination, or route management, with healthcare courier experience strongly preferred. Proven experience managing multi-state or high-volume dispatch operations. Certifications (Required):
HIPAA Certification (current and verifiable). OSHA Bloodborne Pathogens Certification (current and verifiable). Skills:
Strong communication, leadership, and multitasking abilities. Proficiency with dispatch and route optimization software. Strong knowledge of HIPAA, OSHA, DOT, and DEA regulations related to medical logistics. Excellent organizational and follow-up skills with a high attention to detail. Proficient in Microsoft Office Suite (Excel, Teams, Outlook, Word) and Adobe Acrobat. Professional demeanor with a problem-solving mindset under pressure. Key Performance Indicators (KPIs)....
Driver and courier retention and satisfaction levels. Accuracy of dispatch logs, proof of delivery (POD), and documentation. Compliance audit results with zero violations. Client satisfaction and communication responsiveness. Work Conditions....
Availability to include weekend, evening, or on-call rotations. Must have reliable high-speed internet and phone access if working remotely. Occasional travel to courier hubs or client locations for audits and training. Self-starter with a hunter mindset and consultative sales approach. Strong interpersonal skills with the ability to engage clients at all organizational levels. Ability to thrive in a fast-paced, target-driven environment. Analytical thinker with the ability to interpret data and drive actionable insights. Championing Inclusion at NCE....
National Courier Express recognizes the immense value in building a diverse workforce that reflects a broad spectrum of perspectives, backgrounds, and experiences. As a proud equal-opportunity employer, we are dedicated to reviewing all qualified candidates fairly, accessing their skills and qualifications without bias. We prioritize merit above all else and are committed to fostering an inclusive environment free from discrimination based on race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, marital status, military status, protected veteran status or any other category protected by law. Experience reliable, secure, and timely medical logistics.
Enhance your medical courier experience with National Courier Express
#J-18808-Ljbffr
Gainesville, Florida, United States of America • Full Time Pay Rate:
Competitive compensation package with performance-based incentives Benefits:
Health, Vision and Dental Insurance, Health savings account and Flexible spending account, Paid time off and Holidays, Flexible schedule Travel:
Travel required to operations hubs and client locations Welcome to National Courier Express.... Your Trusted Courier Partner.
Who We Are....
We are a healthcare courier logistics company with a relentless focus on efficiency, reliability, compliance and customer satisfaction. We are dedicated to delivering pharmaceuticals, medical supplies and equipment, and lab specimens to where and when they are needed the most. Leveraging over 20+ years of experience and expertise in healthcare logistics, NCE provides its partners with the confidence and resources needed to grow their business. NCE is driven to exceed customer expectations by continuously innovating and improving the skills and resources required to be the most dependable and trusted partner for courier deliveries in healthcare. Mission....
Ensure the safe and prompt delivery of essential pharmaceuticals, medical supplies and equipment to empower pharmacies, healthcare providers, laboratories, and patients in their journey toward better health outcomes. Vision....
To be the leading provider of reliable and efficient medical supply logistics, ensuring that every healthcare stakeholder has seamless access to essential resources, ultimately contributing to healthier communities and improved patient outcomes worldwide. Your New Role....
We are seeking a highly skilled, detailed-oriented, and service-driven Courier Dispatcher & Customer Service Representative to support and oversee daily delivery operations for non-medical and time-sensitive and temperature-controlled medical shipments. This role ensures that every pickup and delivery is executed safely, accurately, efficiently, and in full compliance with healthcare and regulatory standards. This individual will be responsible for dispatching drivers, ensuring route efficiency, managing real-time delivery exceptions, and providing exceptional customer experience to healthcare providers and others. This position requires exceptional communication, advanced problem-solving skills, experience in medical logistics, and the ability to thrive in a fast-paced environment where accuracy, compliance, and patient care are top priorities. The ideal candidate is detail-oriented, has strong multitasking abilities, a calm, solution-oriented approach under pressure, and holds valid HIPAA and OSHA Bloodborne Pathogens certifications. This position is critical to maintaining service reliability and patient safety for healthcare partners throughout the regions. The ideal candidate is a creative self-starter who thrives in a fast-paced environment, highly organized, tech-savvy, and capable of working both creatively and analytically to help streamline operations and drive growth. Dispatch & Logistics Coordination
Coordinate, assign, and monitor daily courier routes across multiple states ensuring on-time delivery of medical and non-medical shipments, patient therapies, and other healthcare materials. Oversee temperature-controlled deliveries (refrigerated, frozen, ambient) and maintain chain-of-custody integrity at all times. Track deliveries in real time, proactively managing delays, route deviations, traffic issues, weather concerns, and driver needs. Ensure all service-level agreements (SLAs) are met, including STAT, 2-hour, 4-hour, same-day, next-day, and routed deliveries. Work closely with drivers to provide accurate ETAs, instructions, POD (proof of delivery) requirements, and customer updates. Verify that all deliveries meet compliance standards including HIPAA, OSHA, DOT, and internal SOPs. Maintain accurate and up-to-date dispatch logs, manifests, proof of delivery (POD) confirmations, incident reports, and delivery confirmations for billing and compliance purposes. Driver Support & Workforce Management
Assist in the recruitment and onboarding of qualified contract and employee drivers, training them on routes, compliance, safety expectations, and customer service protocols. Support HR and Operations in screening, scheduling, and onboarding new drivers, ensuring all compliance documents are complete prior to activation. Provide real-time support to drivers regarding navigation, client instructions, pickups, deliveries, and safety protocols. Monitor driver performance and provide feedback or retraining when necessary to ensure adherence to company standards, while documenting service issues and relaying feedback to leadership. Ensure drivers adhere to company policies, uniform requirements, chain-of-custody procedures, and temperature-control expectations. Promote retention through consistent communication, recognition, and problem-solving support for active couriers. Partner with management to identify high-performing couriers for expanded responsibilities or route leadership opportunities. Compliance & Quality Assurance
Ensure all dispatch and delivery activities comply with HIPAA privacy and security regulations. Enforce OSHA Bloodborne Pathogens safety standards, including correct handling, labeling, and containment of biohazard materials. Verify that drivers and couriers follow chain-of-custody, temperature control, and specimen integrity protocols at all times. Report service failures, incidents, or compliance deviations promptly and document corrective actions taken. Conduct daily audits of route documentation and temperature logs to verify accuracy and compliance. Support internal audits and quality assurance reviews by maintaining complete, traceable delivery documentation. Customer Service & Client Support
Serve as the primary point of contact for clients during delivery windows, providing timely updates and resolving concerns. Manage incoming calls, emails, and portal requests, resolving issues promptly and professionally. Provide accurate and timely updates on delivery statuses, troubleshooting concerns with urgency and precision. Communicate proactively, effectively, and empathetically via phone calls, SMS text, and group Teams chats with healthcare providers, patients, and lab or pharmacy staff regarding estimated arrival times, route adjustments, service exceptions, delays, and other challenges. Build strong relationships with clients through proactive communication and exceptional customer service. Escalate all issues to the Dispatch Supervisor and Management, collaborating to identify root causes and implement corrective actions. Demonstrate empathy and professionalism when coordinating with patients for home deliveries. Escalate and document service failures, customer complaints, and special requests using the appropriate systems. Operational & Administrative Duties
Prepare and distribute daily reports to support the review and validation of proof of delivery (POD). Maintain accurate and detailed records of delivery times, exceptions, PODs, and communication logs. Participate in daily quality assurance audits and operational improvement initiatives. Generate reports on on-time performance, route efficiency, and customer issues. Generate and analyze route performance reports, identifying trends, delays, and cost-saving opportunities. Assist with mileage validation, route compensation, and verification of delivery completion data. Collaborate with accounting to reconcile completed deliveries with billing data. Contribute to performance dashboards and operational reporting for management review. Training & Safety
Maintain active certifications in HIPAA and OSHA Bloodborne Pathogens. Conduct new driver and courier training, as well as periodic refresher training, on safety, compliance, and customer service standards. Promote a culture of accountability, safety, and respect among the driver and courier team. Education & Experience:
Associate’s degree in Logistics, Business Administration, or a related field preferred. Minimum of 2–3 years of experience in dispatch, logistics coordination, or route management, with healthcare courier experience strongly preferred. Proven experience managing multi-state or high-volume dispatch operations. Certifications (Required):
HIPAA Certification (current and verifiable). OSHA Bloodborne Pathogens Certification (current and verifiable). Skills:
Strong communication, leadership, and multitasking abilities. Proficiency with dispatch and route optimization software. Strong knowledge of HIPAA, OSHA, DOT, and DEA regulations related to medical logistics. Excellent organizational and follow-up skills with a high attention to detail. Proficient in Microsoft Office Suite (Excel, Teams, Outlook, Word) and Adobe Acrobat. Professional demeanor with a problem-solving mindset under pressure. Key Performance Indicators (KPIs)....
Driver and courier retention and satisfaction levels. Accuracy of dispatch logs, proof of delivery (POD), and documentation. Compliance audit results with zero violations. Client satisfaction and communication responsiveness. Work Conditions....
Availability to include weekend, evening, or on-call rotations. Must have reliable high-speed internet and phone access if working remotely. Occasional travel to courier hubs or client locations for audits and training. Self-starter with a hunter mindset and consultative sales approach. Strong interpersonal skills with the ability to engage clients at all organizational levels. Ability to thrive in a fast-paced, target-driven environment. Analytical thinker with the ability to interpret data and drive actionable insights. Championing Inclusion at NCE....
National Courier Express recognizes the immense value in building a diverse workforce that reflects a broad spectrum of perspectives, backgrounds, and experiences. As a proud equal-opportunity employer, we are dedicated to reviewing all qualified candidates fairly, accessing their skills and qualifications without bias. We prioritize merit above all else and are committed to fostering an inclusive environment free from discrimination based on race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, marital status, military status, protected veteran status or any other category protected by law. Experience reliable, secure, and timely medical logistics.
Enhance your medical courier experience with National Courier Express
#J-18808-Ljbffr