Customer Service Representative (Weekends)
NOW Courier Inc., Indianapolis, IN, United States
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 the primary point of contact during assigned shifts, ensuring timely communication, issue resolution, and continuity of service. The role is essential to maintaining service reliability, operational efficiency, and customer satisfaction.
Essential Duties and Responsibilities Customer Service & Issue Resolution
Respond to customer inquiries related to deliveries, schedules, or service issues during operations.
Answer 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.
Track repeated customer service issues and notify various teams who can resolve these issues and improve the quality of services and the customer experience.
Survey customers to ensure their issues have been resolved satisfactorily.
Deliver 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.
Assist warehouse staff, as needed.
Other Duties & Operational Support
Ensure compliance with customer Service Level Agreements (SLAs).
Enter and track service orders and ensure account information and recorded data is accurate.
Oversee assigned customer invoicing, including escalating issues as necessary for timely resolution.
Solicit interest in new or additional services; hand off information to appropriate sales representative.
Assist team members to launch new or revised routes and work with the team to assist with On Demand Services as required.
Supervisory Responsibilities This job has no employee supervisory responsibilities.
Requirements Education and/or Experience High school diploma or G.E.D.; two years of experience 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.
Professionalism and effectiveness in working with customers and drivers.
Proficient with commonly used office software, including MS Word, Excel, PowerPoint, Outlook, 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.
Genuine commitment to quality and building a corporate culture committed to excellence.
Physical Demands The physical demands described 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. While performing the duties of this job, the employee is required to sit, use hands to handle or feel, reach with hands and arms, talk or hear, stand, walk, lift or move up to 25 pounds without an assistive device, climb or balance, stoop, kneel, crouch, or crawl.
Work Environment This job operates primarily in a professional office environment with minimal safety/health hazard potential. Job duties may require operation in a warehouse environment with moderate safety/health hazard potential. The noise level is usually quiet to moderate. The role is required to be on‑site. The job may require work beyond typical office hours, including weekends and holidays.
Benefits
Competitive compensation.
Comprehensive health care.
401(k)/profit sharing.
Paid time off.
Corporate philanthropy.
Employee and family events.
EOE M/W/Vets/Disabled
#J-18808-Ljbffr
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 the primary point of contact during assigned shifts, ensuring timely communication, issue resolution, and continuity of service. The role is essential to maintaining service reliability, operational efficiency, and customer satisfaction.
Essential Duties and Responsibilities Customer Service & Issue Resolution
Respond to customer inquiries related to deliveries, schedules, or service issues during operations.
Answer 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.
Track repeated customer service issues and notify various teams who can resolve these issues and improve the quality of services and the customer experience.
Survey customers to ensure their issues have been resolved satisfactorily.
Deliver 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.
Assist warehouse staff, as needed.
Other Duties & Operational Support
Ensure compliance with customer Service Level Agreements (SLAs).
Enter and track service orders and ensure account information and recorded data is accurate.
Oversee assigned customer invoicing, including escalating issues as necessary for timely resolution.
Solicit interest in new or additional services; hand off information to appropriate sales representative.
Assist team members to launch new or revised routes and work with the team to assist with On Demand Services as required.
Supervisory Responsibilities This job has no employee supervisory responsibilities.
Requirements Education and/or Experience High school diploma or G.E.D.; two years of experience 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.
Professionalism and effectiveness in working with customers and drivers.
Proficient with commonly used office software, including MS Word, Excel, PowerPoint, Outlook, 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.
Genuine commitment to quality and building a corporate culture committed to excellence.
Physical Demands The physical demands described 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. While performing the duties of this job, the employee is required to sit, use hands to handle or feel, reach with hands and arms, talk or hear, stand, walk, lift or move up to 25 pounds without an assistive device, climb or balance, stoop, kneel, crouch, or crawl.
Work Environment This job operates primarily in a professional office environment with minimal safety/health hazard potential. Job duties may require operation in a warehouse environment with moderate safety/health hazard potential. The noise level is usually quiet to moderate. The role is required to be on‑site. The job may require work beyond typical office hours, including weekends and holidays.
Benefits
Competitive compensation.
Comprehensive health care.
401(k)/profit sharing.
Paid time off.
Corporate philanthropy.
Employee and family events.
EOE M/W/Vets/Disabled
#J-18808-Ljbffr