Dispatch & Routing Coordinator

Title: Dispatch & Routing Coordinator

Reports to: Delivery Operations Manager

Department: Retail

Required Permits/Licensing/Registration: Marijuana Establishment Agent Card, Driver's License, Jurisdictional Work Card

FLSA Status: Non-Exempt

Supervisory Responsibilities:

Home Delivery Driver(s)

Overview:

Following policies set forth by the Company in concert with the Executive Management Team, provide support in the general operation of the company through coordinating efficiently assigned delivery routes, monitoring traffic and weather condition to optimize route adjustments, maintenance of accurate and comprehensive logs, service as primary point of contact for customer inquiries and issues, complaint resolution, proactive customer communication, ensuring compliance with Company policy and home delivery regulations, Metrc manifest generation and data entry, required document retention, assistance with training new drivers, and aiding in delivery vehicle fleet maintenance and upkeep.

Essential Functions:

Dispatch & Routing:

• Coordinate and assign delivery routes to drivers based on efficiency, proximity, and priority
• Utilize routing software and GPS tracking tools to optimize delivery schedules
• Monitor real-time traffic and weather conditions to adjust routes as needed
• Communicate route changes and delivery updates to drivers promptly
• Update delivery route changes on manifest
• Maintain accurate logs of pre-delivery customer contact and verification, deliveries, driver schedules, and service issues

Customer Service:

• Serve as the primary point of contact for customer inquiries regarding delivery status, delays, and order concerns
• Address and resolve customer complaints in a timely and professional manner
• Provide proactive communication to customers about estimated delivery times and any potential changes
• Work closely with sales and support teams to enhance customer experience

Operational Support:

• Ensure compliance with company policies and delivery regulations.
• Assist in the generation of Metrc transfer manifests for home deliveries
• Aid in the retention of required delivery documentation including complete, signed, and executed delivery manifests with accompanying receipts/invoices
• Assist in onboarding and training new drivers on routing procedures and company expectations.
• Collaborate with the fleet management team to report maintenance issues or vehicle concerns.
• Analyze delivery performance data to identify areas for improvement
• Other duties as assigned

Job Specifications:

• Operate under the guidelines provided by company policies and procedures
• Ability to understand and complete all given directives in a timely manner
• Ability to communicate clearly whether verbally or in writing
• Comprehensive understanding of compliance software and job specific information technology
• Frequent travel between company sites to repair, maintain, and manage change for local systems
• Adherence to all industry standards set forth by Local, State, and Federal regulations
• Capacity to work autonomously to achieve daily directives and department goals
• Flexible work schedule required; to include covering a vacant shift and/or facility issues in emergency situations as needed
• Represent the company in a professional manner when interacting with all local community, state, or federal officials
• Observe and maintain all safety procedures and protocols

Additional Functions:

• Ability to be flexible and work in various sectors of the department or company as needed and/or requested by their direct supervisor
• Ability to use initiative and independent judgment appropriately
• Ability to apply appropriate public relations skills in various situations and circumstances and to facilitate change as needed
• The ability to work in a fast-paced, rapidly changing, and challenging environment
• Must be proficient in Windows based software and point of sale applications
• Must have excellent attention to detail
• Ability to interpret, understand, and comply with complex statutes, ordinances, regulations, standards, and laws
• Understanding of applicable federal, state, and local laws and regulations as they pertain to the industry, personnel law, safety regulations, local municipal codes and organizational rules, regulations, directives and standard operating procedures
• Ability to establish and maintain effective working relationships with employees, management, governmental agencies, community members and the public
• Ability to use standard office equipment, computer equipment and software including word processing, database management, spreadsheet applications and electronic mail

Minimum Education and Experience:

• Previous dispatch, logistics, and customer service experience preferred
• Equivalent combinations of education and experience may be considered, including internal experience.

Working Conditions:

• While performing the duties of this job, the employee is regularly required to perform grasping, talking, hearing, seeing, standing, sitting, bending, twisting, climbing, lifting, and other repetitive motions.
• PHYSICAL DEMANDS: Must be able to lift, carry and balance up to 40 pounds (100 pounds with assistance)
• Must be able to tolerate dusty, strong smelling marijuana odors, and be able to tolerate exposure to the product.

• Must be a minimum of 21 years of age
• Must pass all required background checks
• Must be and remain compliant with all legal or company regulations for working in the industry
• Position requires the use of personal cellular device to perform duties on the following required applications:
• Samsara
• Fleetio
• OnFleet
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