Customer Service Representative (Weekends)

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