Dispatch Coordinator

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Dispatch Coordinator

Program: Transportation & Logistics (Prima Express)

Site: Ortigas, Pasig City, Philippines

Reporting to: Team Leader

A SNAPSHOT OF YOUR ROLE

As a Dispatch Coordinator, you are the operational backbone of our transportation and logistics program. You manage customer inquiries and logistics operations-from order tracking and appointment scheduling to carrier assignment and delivery execution-while maintaining service excellence and accuracy standards that keep our customers and drivers satisfied.

Your role demands strong organizational skills, excellent communication, problem-solving agility, and the ability to multi-task under pressure. You coordinate with drivers, brokers, and customers in real-time, solve operational challenges quickly, and ensure all information is accurate and secure. You are accountable for compliance with information security and data privacy policies.

Key Responsibilities

Dispatch Operations & Route Management

• Assign drivers to routes and dispatch loads using transportation software systems
• Direct and coordinate pick-up and delivery of freight; monitor driver locations using satellite and GPS tracking
• Enter dispatch information, load details, and scheduling data into trucking software; ensure data accuracy and completeness
• Monitor driver schedules, track utilization levels, and manage adjustments for unplanned paid time off
• Work until driver issues are resolved or a proper hand-off to the next shift is completed Customer & Broker Account Management
• Handle customer and broker inquiries related to order tracking, appointment scheduling, and returns
• Transmit dispatch and shipment information to brokers and customers; provide timely status updates
• Manage carrier searches and booking; coordinate freight transportation options to meet customer requirements
• Track orders and freight throughout the delivery cycle; ensure visibility and accountability Problem-Solving & Risk Management
• Monitor deliveries and pickups for service failures; proactively alert driver managers of loads in jeopardy
• Find and execute solutions for operational changes, problems, or exceptions; issue corrective actions and escalations
• Problem-solve with assigned drivers; address issues affecting performance, safety, or compliance
• Identify and coordinate truck repair and road service needs; minimize operational disruption Compliance, Security & Information Management
• Enforce understanding and compliance with all company policies, procedures, and code of conduct standards
• Protect employment, personal, and sensitive information in accordance with information security and data privacy policies
• Secure workstation with password-protected screensaver; log off when post is unattended
• Maintain confidentiality; do not disclose passwords or sensitive information to others
• Contribute to a high-performance culture of trust and teamwork that values all employee contributions A BIT ABOUT YOU Experience & Background
• Minimum 1 year of back-office administrative or logistics processing experience
• Experience in dispatch, transportation, logistics coordination, or customer service operations preferred
• Proficiency with transportation software, dispatch systems, or logistics management platforms
• Ability to work shifting schedules and adapt to operational demands Communication & Customer Service Skills (Critical)
• Excellent verbal and written communication skills; clear and professional in all interactions
• Strong customer service orientation; committed to responsiveness and customer satisfaction
• Ability to communicate complex operational information clearly to drivers, customers, and brokers
• Professional phone and email communication; courteous and solution-focused approach to problem-solving Core Competencies & Attributes
• Excellent organizational and time management skills; able to manage multiple tasks and priorities simultaneously
• Strong multi-tasking capability; comfortable working in a fast-paced, dynamic environment
• Problem-solver; able to identify issues, evaluate options, and implement solutions with minimal supervision
• Detail-oriented and accuracy-focused; committed to data quality and completeness
• Quick learner; able to master new systems, software, and workflows rapidly
• Accountable and reliable; takes ownership of tasks and follows through to completion
• Team player; collaborates effectively with drivers, colleagues, and leadership to support operational goals WHAT SUCCESS LOOKS LIKE
• High customer satisfaction and positive feedback on responsiveness and service quality
• Consistent achievement of dispatch and operational KPIs (on-time delivery, order accuracy, response time)
• Accurate and complete data entry and tracking; zero compliance or security incidents
• Proactive identification and resolution of operational issues before they impact customers WHAT WE VALUE We are proud of our diverse global team, united by four core values:
• Curious and Clever - Smart questions lead to better solutions
• Entrepreneurial Energy - Take ownership and think like a business leader
• Fast with Intent - Move quickly while delivering meaningful results
• Laugh and Learn - Grow together and keep things human

Join the A-Team and experience the A-Life!