Role: Dispatch & Customer Service Associate
Priority Location: South Africa, LATAM, Philippines
Working Hours: US Eastern Standard Time
Type of contract: Independent Contractor
Type of job: Remote

The final offer is at the client’s discretion and will depend on the candidate’s interview result, skills, and experience.

About the Role: The Dispatch & Customer Service Associate serves as a vital connection between clients, drivers, and the internal operations team, ensuring every delivery request is entered accurately, dispatched quickly, and completed successfully. This role combines dispatch coordination, customer support, and administrative tasks in a fast-paced environment where priorities can shift quickly. The ideal candidate is highly organized, detail-oriented, calm under pressure, and confident communicating with New York-based clients and drivers while resolving issues in real time.

Key Responsibilities
Dispatching & Order Management

Receive incoming delivery requests via phone, email, and direct platform entries
Accurately input orders into the dispatch platform (Courie.ai)
Assign jobs to available drivers based on roster availability and schedules
Monitor dispatch confirmations and follow up with drivers when needed
Call drivers directly if orders remain unconfirmed within required timelines
Track active deliveries and update statuses in real time

Customer Service & Communication

Answer inbound calls and messages from clients and drivers
Provide ETA updates, delivery progress, and status confirmations
Resolve common delivery issues such as failed attempts, pickup delays, address discrepancies, and recipient unavailability
Follow escalation procedures and routing guidelines for non-standard scenarios
Maintain professional, solution-oriented communication during urgent situations

Administrative & Operations Support

Send follow-up and collection emails for outstanding invoices
Download operational reports and organize files into designated folders
Respond to routine client follow-up emails
Maintain accurate records and ensure documentation is updated daily
Support the operations team with ad hoc administrative tasks as needed

Qualifications & Skills

2+ years of experience in dispatching, logistics coordination, customer service, or similar operations support roles
Strong spoken and written English with confidence speaking to U.S.-based clients and drivers
Highly organized with strong multitasking ability in fast-moving environments
Excellent attention to detail — able to manage addresses, schedules, and delivery updates accurately
Comfortable learning and navigating web-based systems and new software tools
Calm, resourceful, and proactive when handling urgent issues
Reliable internet connection and quiet remote work environment
Available to work during U.S. Eastern Time business hours

Nice to Have

Previous experience in courier, transportation, delivery, or last-mile logistics operations
Familiarity with dispatch platforms, CRM systems, or routing tools
Experience handling invoicing, collections, or accounts receivable tasks
Prior experience supporting U.S.-based customers or operations teams

Dispatch & Customer Service Associate - 21203