Customer Service Representative (Weekends)
NOW Courier, Indianapolis, IN, United States
Customer Service Dispatcher
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: 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. 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. 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.
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: 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. 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. 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.