Delivery Dispatcher (Cannabis)

Delivery Dispatcher

Job Overview
Reporting to the Dispatch Supervisor, the Delivery Dispatcher is responsible for coordinating all aspects of the company’s day to day home delivery operations. This role ensures that orders are dispatched efficiently, drivers are supported, and customers receive accurate and timely deliveries. The Delivery Dispatcher plays a critical role in operational efficiency, labor optimization, and customer satisfaction.

Responsibilities:

• Manage live delivery queue using OnFleet delivery software and DutchiePOS.
• Assign and optimize driver routes based on order volume, traffic, and delivery zones.
• Monitor real-time delivery status; troubleshoot delays or route issues.
• Ensure drivers are equipped and ready, including vehicle checks, inventory confirmation, and compliance requirements.
• Maintain ongoing communication with drivers throughout shifts to provide support and updates.
• Record and track daily delivery KPIs (on-time percentage, issues, deliveries per hour, etc.).
• Serve as the main point of contact for customer delivery inquiries via phone, SMS, or live chat.
• Proactively communicate delivery delays or order issues with customers.
• Handle customer concerns such as wrong items, missing packages, ID verification issues, and complaints.
• Escalate product-related or compliance issues to store management or e-commerce manager as needed.
• Use CRM tools to log customer interactions and identify recurring issues.
• Confirm order accuracy before dispatch: item verification, payment, ID matching.
• Coordinate with in-store teams to ensure delivery-ready inventory is staged on time.
• Flag inventory shortages or fulfillment bottlenecks using designated tracking tools (e.g., Google Forms).
• Operate and maintain delivery systems: OnFleet, Jane/Dutchie, Samsara.
• Report system inefficiencies or bugs to the e-commerce manager or tech support.
• Suggest workflow improvements as delivery volume grows.
• Review labor utilization and implement strategies to optimize labor dollars, improve efficiency, and reduce operational costs.

Education and Experience:

• High school diploma or equivalent required; associate’s or bachelor’s degree in business, logistics, or related field preferred.
• 2+ years of experience in dispatch, delivery operations, or logistics coordination strongly preferred.
• Combination of applicable education and experience may be considered.

Minimum Qualifications:

• Excellent verbal and written communication skills.
• Ability to work autonomously or collaboratively in a fast-paced environment.
• Strong multitasking and problem-solving skills under pressure.
• Calm, empathetic communicator, particularly when resolving customer issues.
• Professional and courteous demeanor at all times.
• Highly organized with strong attention to detail.
• Knowledge of cannabis industry and compliance a plus.
• Familiarity with ID verification and regulatory requirements.
• Proficiency in MS Office Suite; experience with OnFleet, DutchiePOS, Samsara, or other logistics software a plus.
• Ability to manage multiple projects and deadlines simultaneously.
• Assertive problem-solver capable of exercising good judgment in operational decisions.

Physical Abilities:

• Must be able to perform the physical requirements of this job with or without accommodation.
• Frequently involves sitting, using hands to handle or feel, reaching with hands and arms, talking, and hearing.
• Must be able to sit at a computer for extended periods.
• Light physical activity including walking, lifting packages up to 25 lbs., and other non-strenuous delivery-related tasks.

Working Environment:

• Office and warehouse/delivery environment; may require exposure to various weather conditions during dispatch coordination.

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Parental leave
• Employee discount

Job Type: Full-time

Pay: $23.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Work Location: In person