Customer Service Representative

We are seeking a detail-oriented and proactive Customer Service Dispatcher to join our growing team. The CSR/Dispatcher plays a vital frontline role in keeping drivers moving, customers informed, and operations running smoothly through real-time coordination, problem-solving, and onsite support. This position acts as a primary point of contact during assigned shifts, ensuring timely communication, issue resolution, and continuity of service. The position is essential to maintaining service reliability, operational efficiency, and customer satisfaction.

Essential Duties and Responsibilities: Duties include, but are not limited to:

Customer Service & Issue Resolution:

• Respond to customer inquiries related to deliveries, schedules, or service issues during operations.
• Answers questions regarding accounts and services.
• Communicate real-time updates to customers based on firsthand onsite visibility of orders, drivers, and warehouse activity.
• Resolve service issues proactively by coordinating between drivers, warehouse personnel, and customers.
• Tracks repeated customer service issues and notifies various teams who can resolve these issues and improve the quality of services and the customer experience.
• Surveys customers to ensure their issues have been resolved in a satisfactory manner.
• Delivers the customer experience strategy across a range of touch points, channels, services, and solutions.

Onsite Dispatch & Driver Support:

• Must be onsite during scheduled shifts to support operations and real-time decision making.
• Serve as the primary point of contact for drivers, including delivery status updates and issue resolution.
• Provide face-to-face communication with drivers to address route changes, delivery concerns, or last-minute operational needs.
• Monitor order activity and driver flow to ensure efficient movement and timely deliveries.
• Assists warehouse staff, as needed.

Other Duties & Operational Support:

• Ensures compliance with customer Service Level Agreement (SLAs).
• Enters and tracks service orders and ensures account information and recorded data is accurate.
• Oversees assigned customer invoicing, including escalating issues as necessary for timely resolution.
• Solicits interest of new or additional services; handoffs information to appropriate sales representative.
• Assists team members to launch new or revised routes and work with our team to assist with our ON Demand Services as required.

Supervisory Responsibilities: This job has no employee supervisory responsibilities.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of NOW Courier. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Education and/or Experience: High School Diploma or G.E.D.; and two years of experience and/or training; or equivalent combination of education and experience. Previous experience working in the logistics and distribution industry is desired.

Other Skills and Abilities:

• Experience in dispatching (trucking or logistics preferred).
• Proficiency with dispatch/tracking software and Microsoft Office.
• Ability to work in a fast-paced, high-pressure, deadline driven environment.
• Ability to manage multiple projects and tasks simultaneously.
• Highly organized and detail oriented.
• Resourceful and creative.
• Analytical skills and problem-solving ability.
• Ability to adhere to time and attendance policies.
• Must exhibit professionalism and be effective working with customers and drivers.
• Proficient with commonly used office software, including but not limited to: MS Word, Excel, PowerPoint, Outlook, as well as telephone and internet communications.
• Ability to handle confidential information.
• Maintain regular and punctual attendance.
• Effective prioritization and time management skills.
• Strong initiative to strive for continuous accuracy, quality, and timeliness of information.
• Ability to build and maintain effective relationships through strong interpersonal skills with emphasis on relationship-building and consistent demonstration of solid professional judgement.
• A genuine commitment to quality on behalf of the company while building a corporate culture committed to excellence is mandatory.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel; reach with hands and arms; and talk or hear. The employee frequently will stand; walk; and lift and/or move up to 25 pounds without an assistive device (greater weights may be required with the use of an assistive device). The employee occasionally will climb or balance; stoop, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point), depth perception (three-dimensional vision, ability to judge distances and spatial relationships), and the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities

This job operates primarily in a professional office environment with minimal safety/health hazard potential. However, job duties may require one to operate in a warehouse environment with moderate safety/health hazard potential. The noise level in the work environment is usually quiet to moderate. This role is required to be on-site.

While the offices of company are open from 8AM to 5PM, Monday through Friday, this job will require work beyond these hours which may include weekends and holidays.

Benefits

As an award-winning company, our employees are the most important force driving our continued success. We offer a challenging and supportive environment with opportunities to learn, grow, and contribute - that's why 93% of current employees would recommend NOW Courier to a friend for employment according to our annual Culture Audit.

We invite you to explore our company and bring your skills and expertise to our highly talented team of professionals who are passionate about their work. A satisfying and rewarding career with competitive compensation, comprehensive health care, 401k/profit sharing, paid time off, corporate philanthropy, employee & family events, and more is our commitment to you.

EOE M/W/Vets/Disabled