Dispatch Supervisor – Final-Mile Delivery Operations

Key Responsibilities: Oversee daily dispatch, route readiness, driver check-in, load-out, and route completion. Confirm that routes are properly assigned and that delivery teams have the information and equipment needed to begin their day successfully. Monitor delivery routes throughout the day, including team progress, service windows, delays, failed stops, and completion status. Communicate proactively with delivery teams, warehouse personnel, carriers, and leadership regarding operational changes or concerns. Respond to driver questions, customer escalations, missed delivery windows, property access issues, product concerns, and other service exceptions. Ensure customers are contacted promptly when delays or service issues may affect their scheduled delivery. Supervise and provide daily direction to dispatch and operational support employees. Help train, coach, and hold employees accountable for communication, attendance, documentation, and performance expectations. Track daily performance indicators such as route completion, on-time performance, customer experience, service failures, and team productivity. Document route issues, escalations, customer complaints, delivery exceptions, and corrective actions accurately. Assist with route planning, route audits, staffing adjustments, and operational coverage. Coordinate solutions when a delivery team is delayed, unavailable, or unable to complete an assigned route. Support carrier performance management by identifying recurring concerns and communicating them to leadership. Maintain clear shift notes and provide complete operational handoffs. Assist local management with reports, investigations, process improvements, and special projects. Ensure company policies, safety expectations, customer-service standards, and operational procedures are consistently followed.

Qualifications: At least two years of dispatch, transportation, logistics, warehouse, delivery, or field-service experience preferred. Previous supervisory or team-lead experience strongly preferred. Experience in appliance delivery, installation, final-mile delivery, or home services is a plus. Ability to lead employees and delivery teams in a fast-moving, deadline-driven environment. Strong communication, problem-solving, and de-escalation skills. Ability to manage multiple routes, priorities, phone calls, and escalations simultaneously. Comfortable using dispatch systems, route-monitoring platforms, spreadsheets, email, and web-based applications. Experience with Dispatch Track or similar routing software is preferred but not required. Strong attention to detail and ability to maintain accurate operational documentation. Dependable attendance and punctuality are essential. Ability to work early mornings, weekends, holidays, and overtime when operationally necessary. Must be able to complete all required pre-employment screening and onboarding requirements.

What We Are Looking For: The successful candidate will be: Calm and professional during high-pressure situations. Proactive rather than reactive. Comfortable holding employees and delivery teams accountable. Focused on customer experience and operational execution. Able to communicate clearly with drivers, warehouse teams, customers, and leadership. Willing to step in and help wherever needed to keep the operation running successfully.