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!