National Dispatcher & Customer Service Representative CSR (Texas)

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. This role combines dispatch coordination, client and patient communication, driver training, and operational support for new account implementations. The ideal candidate will have experience in medical logistics, strong communication and problem-solving skills, the ability to thrive in a fast-paced environment, and a commitment to accuracy, compliance, and exceptional service. Frequent travel is required. HIPAA and OSHA Bloodborne Pathogens certifications are required.

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 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: 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.

Requirements

• 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 Adobe Acrobat Professional.
• Solution-oriented 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

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.

Key Competencies

• 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.