Company Overview

Position Summary

The Lead Dispatcher (Route Delivery) oversees daily dispatch operations in a fast-paced, high-volume automotive aftermarket distribution environment. This role is critical in ensuring timely and accurate deliveries to commercial and retail customers while providing guidance and support to dispatchers and drivers, and serving as a key customer liaison to support strong relationships and service excellence. The Lead Dispatcher (Route Delivery) plays a key role in route planning, communication, safety coaching, and operational problem-solving to support business goals, while also proactively engaging with customers through regular visits and communication to understand their needs, address service concerns, and ensure a high level of satisfaction.  In addition, this position requires maintaining an active DOT medical card, as the Lead Dispatcher serves as a relief driver when operational needs arise.

Key Responsibilities

• Oversee daily dispatch operations, ensuring delivery routes are efficient and on schedule.
• Assign delivery routes in compliance with DOT regulations and company policies.
• Serve as the primary contact for drivers, addressing route changes, customer needs, and vehicle issues in real time.
• Monitor route progress using dispatch systems and GPS tools.
• Coordinate with sales, warehouse, and customer service teams to align delivery priorities.
• Oversee cross-dock transfers to support efficient logistics operations.
• Train and mentor dispatchers and drivers on safety protocols, route efficiency, and customer service best practices.
• Help monitor vehicle maintenance and service needs, ensuring timely communication with relevant teams to maintain fleet readiness.
• Support driver safety by coaching on unsafe behaviors identified through monitoring systems such as Lytx, reinforcing safe driving practices.
• Maintain accurate knowledge of delivery areas, route schedules, and inventory systems.
• Assist with manual and software-based route optimization.
• Serve as a relief driver as needed, maintaining compliance with all DOT driver requirements.
• Escalate equipment or staffing issues and collaborate on resolution planning.
• Track and report on KPIs such as delivery timeliness, route completion rates, and customer satisfaction.
• Address and resolve customer service issues promptly, collaborating with internal teams to implement corrective actions and prevent recurrence.
• Build and maintain strong customer relationships through regular in-person visits and scheduled phone communication.
• Proactively engage with customers to understand their delivery expectations, operational challenges, and service requirements.
• Perform other duties as assigned.

• High school diploma or equivalent.
• 3+ years of dispatch or logistics experience, ideally in the automotive aftermarket or parts distribution industry.
• Proficiency in routing or fleet management software.
• Strong leadership, communication, and organizational skills.
• Ability to thrive in a fast-paced, deadline-driven environment.
• Flexible to work varied schedules, including weekends and holidays.
• Valid driver’s license and active DOT medical card (required to perform relief driver responsibilities