Role Responsibilities
The Delivery Dispatcher is responsible for coordinating and supporting all aspects of the delivery operation to ensure accurate, efficient, and timely service. This position serves as the central point of communication between customers, drivers, and the retail team. The Dispatcher is responsible for preparing delivery routes, verifying order accuracy, assisting drivers throughout the day, and ensuring customers receive a high level of service.
This role requires strong organizational skills, attention to detail, and the ability to effectively manage multiple priorities in a fast-paced environment. The Delivery Dispatcher works closely with drivers, fulfillment staff, and retail leadership to maintain efficient delivery operations and provide support whenever issues arise.
Job Duties
The Delivery Dispatcher oversees the preparation and coordination of all daily delivery operations. This position is responsible for ensuring delivery orders are accurate, routes are properly organized, and drivers have the resources they need to complete deliveries successfully.
The Dispatcher serves as a primary point of contact for delivery customers and drivers and is responsible for responding to questions, resolving issues, and communicating updates throughout the day.
Essential FunctionsDelivery Route Preparation
- Review and prepare daily delivery routes using Onfleet software
- Organize and assign routes to maximize efficiency and delivery completion
- Verify delivery orders are properly staged and prepared prior to driver departure
- Generate and verify METRC delivery manifests for each individual delivery route, ensuring all required information is accurate and compliant prior to driver departure.
- Monitor route progress throughout the day and make adjustments as needed
Order Verification & Quality Assurance
- Verify that all required products, documentation, and customer information are correct prior to dispatch
- Communicate any discrepancies to fulfillment or management for correction
Driver Support & Communication
- Serve as the primary point of contact for delivery drivers during operating hours
- Assist drivers with customer questions, route issues, order concerns, and operational challenges
- Maintain communication with drivers to ensure deliveries are completed efficiently and according to company standards
- Escalate issues to management when necessary
Customer Service & Communication
- Answer incoming store and delivery-related phone calls
- Assist customers with delivery questions, order status inquiries, and general concerns
- Provide timely and professional communication to customers regarding delivery updates or issues
- Help resolve customer service concerns and direct escalated matters to management when appropriate
Delivery Staging & Organization
- Prepare delivery bins, paperwork, and supporting materials for drivers
- Ensure all delivery supplies are organized and available prior to route departure
- Maintain an organized dispatch station and delivery workspace
Back Counter Assistance
- Operate from a designated dispatch and customer service station
- Provide assistance to customers who approach the station with questions or concerns
- Direct customers to the appropriate department or staff member when necessary
- Support overall retail operations during downtime as assigned
Operational Support
- Assist with administrative and clerical tasks related to delivery operations
- Maintain accurate records and documentation related to deliveries and customer interactions
- Support leadership with special projects and operational initiatives as needed
Essential Skills and Strengths
- Strong organizational and multitasking abilities
- Excellent verbal and written communication skills
- Strong attention to detail and commitment to accuracy
- Ability to remain calm and professional under pressure
- Strong customer service and problem-solving skills
- Ability to work independently while maintaining communication with multiple departments
- Proficiency with computer systems, POS software, and routing platforms
- Ability to prioritize competing tasks in a fast-paced environment
Required Education & Experience
- Previous retail, customer service, dispatching, or logistics experience preferred
- Experience with delivery management software and routing platforms preferred
- Strong understanding of company policies, procedures, and customer service expectations
- Ability to work flexible hours, including evenings, weekends, and holidays as needed
- Must be at least 21 years of age
Position Details
Reports To: Retail Manager / Assistant Operations Manager / Sales Lead
Job Type: Part-Time
This position serves as the operational hub of the delivery department, ensuring seamless communication, accurate order preparation, efficient route management, and exceptional customer service throughout the delivery process.
Pay: $16.00 - $17.00 per hour
Work Location: In person
