Dispatch Specialist - Medical Logistics

About the Job:

The Dispatch Specialist is responsible for coordinating and managing the scheduling and dispatch of service orders, deliveries, or field personnel to ensure timely and efficient operations. This role requires strong communication, problem-solving, and organizational skills to manage real-time updates, handle customer or partner inquiries, and ensure service level agreements (SLAs) are met. The Dispatch Specialist works closely with internal teams, drivers or technicians, and external partners to monitor performance and resolve issues promptly.

What Youll Do:

1. Review and receive training on all aspects of your assigned clients “Delivery Program”

● Understand our Network Partners (NP’s) that you will work with to maintain and upgrade our service Standards

● Review the Client specific Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s)

● Establish contact with key program participants within MCI, and with your assigned Clients and Network Partners.

2. Use various technology apps to audit the delivery performance and other KPI’s for your assigned Clients:

● Order Entry Module

● Monitoring Board

● Analytics Dashboard

● Dispatch Boards

● Teamwork Ticketing System

● Ring Central reporting

3. Take Ownership of the success of your assigned Client Programs

4. Participate in weekly internal calls, calls with our NP’s and periodic Client Calls

5. Perform “Order Validation” to ensure all transactions are vetted and prepared for Billing, by confirming specific fields are filled out in order templates

6. Pull reports and generate weekly Performance Updates, highlighting areas in the delivery Programs that:

● Require improvement to meet our SLA’s and KPI’s

● Can be improved through changes in business process or technology upgrades

● Represent patterns or trends that are a concern or point to a need for Root Cause analysis and related Corrective Actions

● Require us to communicate with our Client or make changes to program design in order to reduce costs to Client or improve service and delivery performances

7. Receive incoming calls, tickets and communications from different suppliers and customers all over the country.

8. Dispatch incoming orders to the drivers manifest that correspond to the location and customer account number.

9. Troubleshoot drivers as they call to update the schedule, document events such as delays, number of pieces picked up, etc.

10. Provide clear responses to customer inquiries on the status of their orders (schedule, location of the driver, etc.)

11. Identify, recommend, and implement new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials.

12. Provide an excellent customer service experience with the highest levels of quality

13. Any related and applicable ad hoc tasks commensurate to the job grade/level at hand

What Youll Bring:

● Bachelor’s degree or higher recommended (Preferred)

● Medical Logistics Knowledge is preferred

● Prior experience in Customer Service role

● Prior experience using a CRM, ERP, or other platform to manage information is preferred

● Experience with helpdesk software is a plus

● Comfortable working in Excel t format reports

● Transportation Experience is a big plus

● Excellent communication skills

● Strong verbal and written skills

● High level of attention to detail

● Adaptability

● Navigation of tools and Technological Proficiency

● Problem solving skills

● Ethical and Confidentiality Awareness

What we have to offer:

• A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands.
• A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally
• A market competitive total compensation/rewards package including:

• • Day 1 HMO
  • Competitive pay including incentives and generous allowances
  • Payment of all statutory government benefits
  • 25 days of annual paid leave some days are convertible to cash
  • 13^th month pay
  • Onsite medical support
  • Employee Engagement Events
  • Employee Referral Program
  • Skills, training for personal and professional development

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