Dispatch & Customer Service Associate - 20003

Role: Dispatch & Customer Service Associate
Priority Location: South Africa
Working Hours: US Eastern Standard Time
Type of contract: Independent Contractor
Type of job: Remote

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

 

• 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