What are the responsibilities and job description for the Customer Care Specialist/Dispatch Support position at Relay Express, Inc?
Relay Express is a 24/7 same day transportation company that has been in business since 1986, headquartered in Ohio. We offer courier, final mile, full truckload, and warehouse distribution services throughout the Midwest.
Primary Job Function:
Relay Express is seeking a versatile, motivated individual to join our team in a hybrid role as a Customer Care and Dispatch Support Specialist. In this position, you will play a dual role in ensuring safe and timely deliveries, while also providing exceptional customer service and supporting our sales initiatives to drive business growth. The ideal candidate will have a proactive attitude, strong communication skills, and the ability to thrive in a fast-paced environment.
Duties and Responsibilities:
- Have a complete understanding of Relay Express’ services and the parameters of various service types.
- Understand the various details and expectations of each unique customer’s SOP.
- Develop a strong geographic understanding of Relay Express’ operating markets, as well as the mix of business in each location and the individual driver fleets.
- Dispatch orders in real-time to the best contractor resource based on the customer’s specific parameters, including but not limited to:
- Desired pickup and delivery time constraints.
- Volume and dimensions of the product/freight to be moved.
- Any special concerns.
- Track drivers proactively through the day using GPS and dispatch tools and maintaining phone contact at specified intervals to ensure on time pickup and delivery.
- Ensure 100% customer satisfaction through communication channels including but not limited to phone calls and emails.
- Respond promptly to customer inquiries via phone, email, and online portal.
- Address service issues and missed opportunities, coordinating with sales and management to resolve concerns.
- Process orders, track deliveries, and manage invoicing accurately.
- Prepare quotes, proposals, and contracts for prospective clients.
- Follow up on sales leads and support business development efforts.
- Build and maintain strong relationships with prospective and current customers, ensuring satisfaction and engagement.
- Maintain CRM system with updated customer information and sales activities.
- Support sales initiatives through research, data analysis, and meeting preparation.
- Compile Standard Operating Procedures (SOPs) for training and dedicated customer accounts
Job Requirements
- Experience in fast-paced dispatch, customer service
