Dispatch & Customer Service Associate - 19205

Role: Dispatch & Customer Service Associate
Priority Location: South Africa
Working Hours: US Eastern Standard Time
Type of contract: Independent Contractor
Type of job: Remote
Salary range: $1100 to $1600/month
The final offer is at the client’s discretion and will depend on the candidate’s interview result, skills, and experience.

About the Role: The Dispatch & Customer Service Associate serves as a vital connection between clients, drivers, and the internal operations team, ensuring every delivery request is entered accurately, dispatched quickly, and completed successfully. This role combines dispatch coordination, customer support, and administrative tasks in a fast-paced environment where priorities can shift quickly. The ideal candidate is highly organized, detail-oriented, calm under pressure, and confident communicating with New York-based clients and drivers while resolving issues in real time.

Key Responsibilities
Dispatching & Order Management

• Receive incoming delivery requests via phone, email, and direct platform entries
• Accurately input orders into the dispatch platform (Courie.ai)
• Assign jobs to available drivers based on roster availability and schedules
• Monitor dispatch confirmations and follow up with drivers when needed
• Call drivers directly if orders remain unconfirmed within required timelines
• Track active deliveries and update statuses in real time

Customer Service & Communication

• Answer inbound calls and messages from clients and drivers
• Provide ETA updates, delivery progress, and status confirmations
• Resolve common delivery issues such as failed attempts, pickup delays, address discrepancies, and recipient unavailability
• Follow escalation procedures and routing guidelines for non-standard scenarios
• Maintain professional, solution-oriented communication during urgent situations

Administrative & Operations Support

• Send follow-up and collection emails for outstanding invoices
• Download operational reports and organize files into designated folders
• Respond to routine client follow-up emails
• Maintain accurate records and ensure documentation is updated daily
• Support the operations team with ad hoc administrative tasks as needed

Qualifications & Skills

• 2+ years of experience in dispatching, logistics coordination, customer service, or similar operations support roles
• Strong spoken and written English with confidence speaking to U.S.-based clients and drivers
• Highly organized with strong multitasking ability in fast-moving environments
• Excellent attention to detail — able to manage addresses, schedules, and delivery updates accurately
• Comfortable learning and navigating web-based systems and new software tools
• Calm, resourceful, and proactive when handling urgent issues
• Reliable internet connection and quiet remote work environment
• Available to work during U.S. Eastern Time business hours

Nice to Have

• Previous experience in courier, transportation, delivery, or last-mile logistics operations
• Familiarity with dispatch platforms, CRM systems, or routing tools
• Experience handling invoicing, collections, or accounts receivable tasks
• Prior experience supporting U.S.-based customers or operations teams