Dispatcher, Life Science

USPack is a leading logistics provider custom built for the evolving needs of businesses in today’s same-day delivery world. At USPack, our focus every day is to help brands and businesses win in the delivery economy. We keep our finger on the pulse of the latest trends and developments that impact our business and our customers’ businesses to stay ahead and help our customers win.

About the role

The Dispatcher (LS Tower) serves as a key liaison between customers, Independent Contractors (ICs), and internal departments, with a focus on ensuring exceptional service and supporting operational needs for Healthcare and Life Science clients. This position handles inbound communications, processes delivery orders, assists contractors, monitors shipment activity, and maintains documentation compliance in alignment with company standards. The role requires strong attention to detail, the ability to manage multiple priorities in a fast-paced environment, and proactive problem-solving skills to support the timely delivery of critical shipments.

Responsibilities

• Customer and Contractor Support
  • Answer inbound calls from customers and Independent Contractors, ensuring accurate entry of information into company systems.
  • Assist Independent Contractors with route completion issues, escalations, and general operational support needs.
  • Build positive relationships with customers and contractors to strengthen service satisfaction and retention.
• Order Management and Dispatch Coordination
  • Process routed, on-demand, and special delivery orders in accordance with established standards and procedures.
  • Evaluate feasibility of order fulfillment based on service requirements, customer needs, and operational constraints.
  • Assign and dispatch deliveries, update dispatch boards, and monitor time-sensitive shipments to ensure service commitments are met.
• Administrative and Operational Support
  • Review and manage required documentation to ensure adherence to Client Operating Procedures (COPs) and Standard Operating Procedures (SOPs).
  • Maintain and log Proof of Delivery (POD) documentation within required timeframes.
  • Track shipments via GPS and proactively resolve delays or service interruptions.
  • Conduct post-flight and trace investigations as needed to support continuous service improvement.
  • Generate daily reports summarizing transportation issues and proposed corrective actions.
• Compliance, Documentation, and Reporting
  • Manage incoming emails, electronic filing, and system data related to customer and contractor records.
  • Monitor external factors (e.g., weather events, civil unrest) that could impact operations and escalate to leadership when necessary.

Requirements

• High school diploma required; Associate’s Degree preferred.
• Minimum of 2–3 years’ experience in customer service, call center operations, logistics, or administrative support roles.
• Employees assigned to support Life Science customer(s) must successfully complete a TSA Security Threat Assessment and all required TSA security training prior to performing any function involving unescorted access to regulated cargo, and must obtain and maintain all required Life Science certifications within ninety (90) days of hire.
• Experience in pharmaceutical delivery, clinical trials, aviation transport, or logistics preferred.
• Knowledge of aviation or airline networks is a plus.

Skills

• Strong communication skills, both written and verbal, across all organizational levels.
• Exceptional attention to detail and accuracy in data entry and recordkeeping.
• Ability to prioritize tasks and work effectively in a high-volume, fast-paced environment.
• Strong critical thinking and problem-solving abilities.
• Ability to work independently as well as collaboratively within a team environment.
• Proficiency with Microsoft Office Suite (Excel, Word) and CRM/database systems.
• Ability to handle multiple priorities and meet deadlines under pressure.
• Bilingual (English-Spanish) preferred.

Benefits

Full Time positions include:

• 401(K)
• Health Insurance
• Disability/Life Insurance
• Paid Time Off (PTO)
• Paid Holidays

Part Time positions include:

• 401(K)
• Paid Sick Time

Schedule

• Permanent schedule: Shift Days: Tuesday through Saturday or Sunday through Thursday
• Shift Hours: 4pm to midnight
• Available to work extra hours, weekends, and holidays preferred.

Pay

$20.00/hour starting rate. Eligible for increase to $21.00/hour after successful completion of 90-day performance and attendance requirements.

About USPack

At USPack, we know our people set us apart. We invest in our employees and help them grow every day by developing long-term career paths that are rewarding, challenging, and fulfilling. We’ve built an inclusive culture where everyone has a voice and a sense of belonging. We value input, demand collaboration, and recognize performance. Our values guide our actions, interactions, and decisions:

• Driven by integrity – Honesty, transparency, and trust. We hold ourselves to higher ethical standards and follow through on commitments.
• Driven by a passion for service – Proactive problem solvers who go above and beyond to empower others to succeed.
• Driven by collaboration – Common goals, shared understanding, and open communication to build momentum and measurable progress.
• Driven by accountability – A fierce sense of responsibility to our clients, environment, and each other.
• Driven by innovation – Embracing change, pushing forward through shared ideas, and achieving what was once thought impossible.