National Dispatcher & Customer Service Representative CSR (North Carolina)

About the role

We are seeking a highly organized and customer-focused National Dispatcher & Customer Service Representative to support our medical logistics operations across multiple states.

Responsibilities

• 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 patients and clients 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
• Aid 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 before activation.
• Provide real-time support to drivers regarding navigation, client instructions, pickups, deliveries, and safety protocols.

Requirements

• 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.

Qualifications

• 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 Adobe Acrobat Professional.
• Demeanor and problem-solving mindset under pressure.

Key Performance Indicators (KPIs)

• On-time delivery rate (target ≥ 98%)
• Driver/Courier retention and satisfaction levels
• Accuracy of dispatch logs, PODs, and documentation
• Compliance audit results (zero violations)
• Client satisfaction and communication responsiveness