Our Mission Critical Domestic team is anchored by TrumpCard, specialists in the transportation of domestic heavyweight shipments in the time-sensitive, high-value and mission-critical arenas. We are committed to providing the highest level of customer service and operational excellence centered around our core values of proactive communication, a sense of urgency with fast and responsive support, flexibility, industry-leading technology. The team is available around-the-clock 24 hours a day, 7 days a week to deliver on your most challenging logistics needs.
JOB DESCRIPTION SUMMARY
The Lead Logistics Coordinator/ Dispatch supports and oversees daily dispatch operations, ensuring efficiency, accountability, and exceptional customer service. This role provides team guidance, manages escalations, monitors operational performance, and proactively addresses service risks to ensure smooth daily operations.
ESSENTIAL JOB FUNCTIONS
- Dispatch Operations & Management
- Oversee daily dispatch operations, providing direction, guidance, and support to ensure operational efficiency.
- Manage and escalate dispatch-related issues, including service failures, delays, and operational challenges.
- Oversee damage photo escalations and ensure timely communication and resolution.
- Provide hands-on dispatch support, troubleshooting, and problem-solving assistance as needed.
- Manage dispatch recoveries and coordinate appropriate follow-up to minimize service disruptions.
- Provide dispatch coverage and backup support during outages, staffing shortages, or other operational disruptions.
- Maintain dispatch scheduling responsibilities, including communicating revisions to duties and schedule changes.
- Maintain and oversee the dispatch calendar to ensure accurate scheduling and operational visibility.
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- Communication & Customer Service
- Monitor and manage ongoing email correspondence for both dispatch operations and individual responsibilities.
- Ensure timely customer status update communications, including Pickup (PU), Outbound (OB), Tender (TEN), Recovery (REC), Out for Delivery (OFD), and Proof of Delivery (POD).
- Provide ongoing phone support, answering calls and directing inquiries to the appropriate resources.
- Communicate proactively with customers and internal teams regarding operational concerns, delays, damages, and service updates.
- Proactive Operational Monitoring & Risk Management
- Monitor dispatch boards throughout the day to identify potential service risks, delays, and operational concerns.
- Conduct scheduled proactive board reviews at 9:00 AM, 10:00 AM, 12:00 PM, 2:00 PM, and 4:00 PM.
- Identify potential service failures and take appropriate action to prevent escalations.
- Monitor and address First Save pop-ups to support customer retention and service recovery efforts.
- Maintain report cards and ensure operational reporting remains accurate and up to date.
