National Dispatcher & Customer Service Representative CSR
National Courier Express, LLC, Raleigh, NC, United States
National Dispatcher & Customer Service Representative CSR
Raleigh, North Carolina, United States of America • Onsite / Frequent Travel • NCE00001450
Pay Rate:
Competitive compensation package with performance-based incentives
Benefits:
Health, Vision and Dental Insurance, Health savings account and Flexible spending account, Paid time off and Holidays, Flexible schedule
We are a healthcare courier logistics company with a relentless focus on efficiency, reliability, compliance and customer satisfaction. We are dedicated to delivering pharmaceuticals, medical supplies and equipment, and lab specimens to where and when they are needed the most. Leveraging over 20+ years of experience and expertise in healthcare logistics, NCE provides its partners with the confidence and resources needed to grow their business. NCE is driven to exceed customer expectations by continuously innovating and improving the skills and resources required to be the most dependable and trusted partner for courier deliveries in healthcare.
Mission
Ensure the safe and prompt delivery of essential pharmaceuticals, medical supplies and equipment to empower pharmacies, healthcare providers, laboratories, and patients in their journey toward better health outcomes.
Vision
To be the leading provider of reliable and efficient medical supply logistics, ensuring that every healthcare stakeholder has seamless access to essential resources, ultimately contributing to healthier communities and improved patient outcomes worldwide.
Role Overview
The National Dispatcher & Customer Service Representative is a dynamic, field-based role responsible for supporting NCE’s logistics operations, client relationships, and market expansion across multiple states. This role combines dispatch coordination, customer service, client engagement, driver training, and operational setup for new accounts. This role will ensure that every pickup and delivery is executed safely, accurately, efficiently, and in full compliance with healthcare and regulatory standards.
This individual will serve as a key liaison between drivers, dispatch, clients, patients, and leadership, ensuring seamless communication, high-quality service delivery, and operational consistency. The role requires frequent travel, exceptional communications skills, advanced problem-solving skills, experience in medical logistics, and the ability to thrive in a fast-paced environment where accuracy, compliance, and patient care are top priorities.
The ideal candidate is detail-oriented, has strong multitasking abilities, a calm, solution-oriented approach under pressure, and holds valid HIPAA and OSHA Bloodborne Pathogens certifications. This position is critical to maintaining service reliability and patient safety for healthcare partners throughout the regions.
The role plays a vital part in ensuring operational excellence, client satisfaction, and successful expansion of NCE services across markets:
Enhances Patient & Client Experience : Ensures timely, professional communication through calls and updates, improving trust and satisfaction.
Strengthens Operational Consistency : Standardizes workflows across new and existing markets through hands‑on support and training.
Supports Growth and Expansion : Plays a key role in launching new accounts and supporting sales efforts through operational expertise.
Improves Driver Performance : Trains and reinforces delivery protocols, ensuring compliance and service quality.
Reduces Service Gaps : Proactively manages communication between dispatch, drivers, and clients to prevent delays and errors.
Key Duties and Responsibilities
Dispatch & Logistics Coordination
Coordinate, assign, and monitor daily courier routes across multiple states ensuring on-time delivery of medical and non-medical shipments, patient therapies, and other healthcare materials.
Answer incoming calls from clients, patients, and drivers in a professional and timely manner.
Make outbound calls to:
Confirm delivery appointments and availability
Provide ETA updates
Verify delivery details and addresses
Track deliveries in real time, proactively managing delays, route deviations, traffic issues, weather concerns, and driver needs.
Oversee temperature-controlled deliveries (refrigerated, frozen, ambient) and maintain chain-of-custody integrity at all times.
Ensure all service-level agreements (SLAs) are met, including STAT, 2-hour, 4-hour, same-day, next-day, and routed deliveries.
Work closely with drivers to provide accurate ETAs, instructions, POD (proof of delivery) requirements, and customer updates.
Verify that all deliveries meet compliance standards including HIPAA, OSHA, DOT, and internal SOPs.
Maintain accurate and up-to-date dispatch logs, manifests, proof of delivery (POD) confirmations, incident reports, and delivery confirmations for billing and compliance purposes.
Driver Support & Workforce Management
Assist in the recruitment and onboarding of qualified contract and employee drivers, training them on routes, compliance, safety expectations, and customer service protocols.
Support HR and Operations in screening, scheduling, and onboarding new drivers, ensuring all compliance documents are complete prior to activation.
Provide real-time support to drivers regarding navigation, client instructions, pickups, deliveries, and safety protocols.
Qualifications
Education & Experience:
Associate's degree in Logistics, Business Administration, or related field preferred.
Minimum 2-3 years of experience in dispatch, logistics coordination, or route management (healthcare courier experience strongly preferred).
Proven experience managing multi-state or high-volume dispatch operations.
Certifications (Required):
HIPAA Certification (current and verifiable).
OSHA Bloodborne Pathogens Certification (current and verifiable).
Skills:
Strong communication, leadership, and multitasking abilities.
Proficiency with dispatch and route optimization software.
Strong knowledge of HIPAA, OSHA, DOT, and DEA regulations related to medical logistics.
Excellent organization and follow-up skills with high attention to detail.
Proficient in Microsoft Office Suite (Excel, Teams, Outlook, Word) and Abode Acrobat.
Professional demeanor and problem-solving mindset under pressure.
Key Performance Indicators (KPIs)
Driver/Courier retention and satisfaction levels
Accuracy of dispatch logs, PODs, and documentation
Compliance audit results (zero violations)
Client satisfaction and communication responsiveness
Work Environment & Travel Requirements
Field-based role with frequent multi-state and city travel.
Combination of dispatch, client visits, training sessions, and remote coordination.
May require evenings, weekends, and on-call availability.
Self-starter with a hunter mindset and consultative sales approach.
Strong interpersonal skills with the ability to engage clients at all organizational levels.
Ability to thrive in a fast-paced, target-driven environment.
Analytical thinker with the ability to interpret data and drive actionable insights.
Why Join National Courier Express
At NCE, you are joining a mission-driven organization committed to delivering care with precision. Our team plays a direct role in supporting patients, healthcare providers, and communities through reliable, compliant, and compassionate logistics services.
Championing Inclusion at NCE
National Courier Express recognizes the immense value in building a diverse workforce that reflects a broad spectrum of perspectives, backgrounds, and experiences. As a proud equal opportunity employer, we are dedicated to reviewing all qualified candidates fairly, accessing their skills and qualifications without bias.
We prioritize merit above all else and are committed to fostering an inclusive environment free from discrimination based on race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, marital status, military status, protected veteran status or any other category protected by law.
Enhance your medical courier experience with National Courier Express.
#J-18808-Ljbffr
Raleigh, North Carolina, United States of America • Onsite / Frequent Travel • NCE00001450
Pay Rate:
Competitive compensation package with performance-based incentives
Benefits:
Health, Vision and Dental Insurance, Health savings account and Flexible spending account, Paid time off and Holidays, Flexible schedule
We are a healthcare courier logistics company with a relentless focus on efficiency, reliability, compliance and customer satisfaction. We are dedicated to delivering pharmaceuticals, medical supplies and equipment, and lab specimens to where and when they are needed the most. Leveraging over 20+ years of experience and expertise in healthcare logistics, NCE provides its partners with the confidence and resources needed to grow their business. NCE is driven to exceed customer expectations by continuously innovating and improving the skills and resources required to be the most dependable and trusted partner for courier deliveries in healthcare.
Mission
Ensure the safe and prompt delivery of essential pharmaceuticals, medical supplies and equipment to empower pharmacies, healthcare providers, laboratories, and patients in their journey toward better health outcomes.
Vision
To be the leading provider of reliable and efficient medical supply logistics, ensuring that every healthcare stakeholder has seamless access to essential resources, ultimately contributing to healthier communities and improved patient outcomes worldwide.
Role Overview
The National Dispatcher & Customer Service Representative is a dynamic, field-based role responsible for supporting NCE’s logistics operations, client relationships, and market expansion across multiple states. This role combines dispatch coordination, customer service, client engagement, driver training, and operational setup for new accounts. This role will ensure that every pickup and delivery is executed safely, accurately, efficiently, and in full compliance with healthcare and regulatory standards.
This individual will serve as a key liaison between drivers, dispatch, clients, patients, and leadership, ensuring seamless communication, high-quality service delivery, and operational consistency. The role requires frequent travel, exceptional communications skills, advanced problem-solving skills, experience in medical logistics, and the ability to thrive in a fast-paced environment where accuracy, compliance, and patient care are top priorities.
The ideal candidate is detail-oriented, has strong multitasking abilities, a calm, solution-oriented approach under pressure, and holds valid HIPAA and OSHA Bloodborne Pathogens certifications. This position is critical to maintaining service reliability and patient safety for healthcare partners throughout the regions.
The role plays a vital part in ensuring operational excellence, client satisfaction, and successful expansion of NCE services across markets:
Enhances Patient & Client Experience : Ensures timely, professional communication through calls and updates, improving trust and satisfaction.
Strengthens Operational Consistency : Standardizes workflows across new and existing markets through hands‑on support and training.
Supports Growth and Expansion : Plays a key role in launching new accounts and supporting sales efforts through operational expertise.
Improves Driver Performance : Trains and reinforces delivery protocols, ensuring compliance and service quality.
Reduces Service Gaps : Proactively manages communication between dispatch, drivers, and clients to prevent delays and errors.
Key Duties and Responsibilities
Dispatch & Logistics Coordination
Coordinate, assign, and monitor daily courier routes across multiple states ensuring on-time delivery of medical and non-medical shipments, patient therapies, and other healthcare materials.
Answer incoming calls from clients, patients, and drivers in a professional and timely manner.
Make outbound calls to:
Confirm delivery appointments and availability
Provide ETA updates
Verify delivery details and addresses
Track deliveries in real time, proactively managing delays, route deviations, traffic issues, weather concerns, and driver needs.
Oversee temperature-controlled deliveries (refrigerated, frozen, ambient) and maintain chain-of-custody integrity at all times.
Ensure all service-level agreements (SLAs) are met, including STAT, 2-hour, 4-hour, same-day, next-day, and routed deliveries.
Work closely with drivers to provide accurate ETAs, instructions, POD (proof of delivery) requirements, and customer updates.
Verify that all deliveries meet compliance standards including HIPAA, OSHA, DOT, and internal SOPs.
Maintain accurate and up-to-date dispatch logs, manifests, proof of delivery (POD) confirmations, incident reports, and delivery confirmations for billing and compliance purposes.
Driver Support & Workforce Management
Assist in the recruitment and onboarding of qualified contract and employee drivers, training them on routes, compliance, safety expectations, and customer service protocols.
Support HR and Operations in screening, scheduling, and onboarding new drivers, ensuring all compliance documents are complete prior to activation.
Provide real-time support to drivers regarding navigation, client instructions, pickups, deliveries, and safety protocols.
Qualifications
Education & Experience:
Associate's degree in Logistics, Business Administration, or related field preferred.
Minimum 2-3 years of experience in dispatch, logistics coordination, or route management (healthcare courier experience strongly preferred).
Proven experience managing multi-state or high-volume dispatch operations.
Certifications (Required):
HIPAA Certification (current and verifiable).
OSHA Bloodborne Pathogens Certification (current and verifiable).
Skills:
Strong communication, leadership, and multitasking abilities.
Proficiency with dispatch and route optimization software.
Strong knowledge of HIPAA, OSHA, DOT, and DEA regulations related to medical logistics.
Excellent organization and follow-up skills with high attention to detail.
Proficient in Microsoft Office Suite (Excel, Teams, Outlook, Word) and Abode Acrobat.
Professional demeanor and problem-solving mindset under pressure.
Key Performance Indicators (KPIs)
Driver/Courier retention and satisfaction levels
Accuracy of dispatch logs, PODs, and documentation
Compliance audit results (zero violations)
Client satisfaction and communication responsiveness
Work Environment & Travel Requirements
Field-based role with frequent multi-state and city travel.
Combination of dispatch, client visits, training sessions, and remote coordination.
May require evenings, weekends, and on-call availability.
Self-starter with a hunter mindset and consultative sales approach.
Strong interpersonal skills with the ability to engage clients at all organizational levels.
Ability to thrive in a fast-paced, target-driven environment.
Analytical thinker with the ability to interpret data and drive actionable insights.
Why Join National Courier Express
At NCE, you are joining a mission-driven organization committed to delivering care with precision. Our team plays a direct role in supporting patients, healthcare providers, and communities through reliable, compliant, and compassionate logistics services.
Championing Inclusion at NCE
National Courier Express recognizes the immense value in building a diverse workforce that reflects a broad spectrum of perspectives, backgrounds, and experiences. As a proud equal opportunity employer, we are dedicated to reviewing all qualified candidates fairly, accessing their skills and qualifications without bias.
We prioritize merit above all else and are committed to fostering an inclusive environment free from discrimination based on race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, marital status, military status, protected veteran status or any other category protected by law.
Enhance your medical courier experience with National Courier Express.
#J-18808-Ljbffr