Job Description

Job Title: Business Level Bilingual Mandarin - Dispatch Specialist - Hayward, CA (No Experience Needed)

Location: Hayward, California, United States - 5 days Onsite

Term : Full time and Permanent

Working hours: 5am - 2pm (Weekend need to be available)

Pay Ranges: $21.00/hr to $22.00/hr

Benefit details

• 401K match is 4% after 6 months,
• PTO: 10 days per year,
• Sick Leave: 5 days,
• Medical/vision/dental insurance all provided with different plan options
• Benefits start 1st of month after 60 days.

Overview

We are seeking a highly organized and proactive Dispatch Specialist to join our dynamic operations team. In this critical role, you will be the central hub of communication for our Delivery Service Partners (DSPs) and drivers, ensuring the efficient execution of daily routes and the highest standards of delivery performance. Your ability to solve problems in real-time, monitor key metrics, and support our field team will be essential to our success.

Key Responsibilities:

• Route Management & Dispatch: Schedule and dispatch DSPs and drivers to assigned routes based on induction schedules, customer demands, and on-the-fly requests.
• Real-Time Driver Support: Provide live support to drivers during delivery hours, assisting with exception handling, navigation issues, and delivery problems to ensure successful first-attempt deliveries.
• Performance Monitoring & Training: Monitor driver performance against company standards, including photo quality and delivery success rates. Partner with management to coach and train drivers on best practices as outlined in the company delivery guide.
• Issue Resolution & Communication: Proactively contact drivers, DSPs, and recipients via softphone (calls/text) and company-provided systems to verify and resolve delivery issues, ensuring accuracy and customer satisfaction.
• Field Support & Escalation: Periodically conduct ride-alongs with drivers within assigned territories to directly observe, diagnose, and resolve chronic delivery problems.
• Delivery Failure Analysis: Meticulously monitor, review, and validate the reasons for all failed delivery attempts. Work with drivers to address and correct any discrepancies in their reporting.
• Returns Processing: Efficiently process all returned undeliverable packages at the sorting center to facilitate valid redelivery attempts or final disposition.
• Team Collaboration: Assist management with DSP and driver recruitment, screening, onboarding, and performance monitoring activities.

Qualifications & Skills:

• HS diploma or equivalent required; associate or bachelor’s degree is a plus.
• Proven experience in a dispatch, logistics, or fleet coordination role.
• Exceptional communication and interpersonal skills, with the ability to relay information clearly and calmly under pressure.
• Strong problem-solving abilities and a proactive approach to identifying and resolving issues.
• Tech-savvy, with proficiency in using laptops, dispatch software, and communication tools (softphones, SMS).
• Ability to analyze data and driver metrics to identify trends and areas for improvement.
• Highly organized with the ability to manage multiple tasks and priorities simultaneously.
• Willingness to periodically conduct ride-alongs in the field.
• A valid driver's license is required.

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