Job Purpose and Summary
The Dispatcher plays a critical role in ensuring seamless operations across Delivery, Retail, and E-commerce departments. This position is responsible for efficient routing, order fulfillment, and exceptional customer service to guarantee timely and accurate delivery of orders. Working closely with our driving team, the Dispatcher maintains high delivery efficiency, resolves issues in real-time, and upholds Purple Lotus’ standards of excellence while embodying our core values: Humility, Excellence, and Resilience.
Key Responsibilities
Order Processing & Treez System Management
- Navigate the Treez POS system to manage the fulfillment board, process orders, and ensure compliance
- Perform ID verification, medical license verification, and selfie verification processes
- Create and update customer profiles, including notes, documents, revenue source tracking, and rewards information
- Process new customer orders (Weedmaps, website, iHeartJane, and organic) and move orders through verification and processing stages
- Manually create pre-orders and delivery orders when integration issues occur
- Conduct MVP audits and maintain city, county, and state compliance standards on all orders
Routing, Dispatch & Onfleet Management
- Plan and optimize routes in Onfleet to maximize deliveries per driver and create route density
- Manage delivery windows, service times, and quantities to optimize daily routes
- Monitor task lifecycle: create manual tasks, edit, clone, complete, and properly code failed tasks using failure codes (NCC, IDC, Cancel, Reschedule, Payment, OOS)
- Input Packer ID verification (name + badge number) on all tasks for compliance and metrics
- Utilize Onfleet analytics to track driver performance, on-time percentages, service times, delays, and overall efficiency
- Proactively communicate with drivers regarding address changes, order updates, and route adjustments
Customer Service & Communication
- Provide accurate ETAs and order updates to customers
- Respond to customers via phone, live chat, and text
- Assist with taking customer orders, adjusting totals, upselling, and promoting marketing specials
- Troubleshoot order complications, route conflicts, and delivery issues
- Defuse difficult situations with professionalism and resolve them to the best possible outcome
Team Coordination & Administrative Duties
- Work closely with Call Center Representatives, Fulfillment team, and drivers
- Retrieve and manage Samsara camera footage when required
- Coordinate with inventory team on stock levels and communicate supply needs (e.g., ice packs)
- Monitor and enforce SOPs, policies, and delivery department performance
- Maintain knowledge of current store specials, promotions, and service area delivery times
Success Factors
- Own delivery team performance while on duty
- Continuously improve processes and implement feedback
- Complete product knowledge training and demonstrate cannabis product expertise
- Maintain detailed records and support department metrics
Requirements
- 2+ years of dispatching experience in a high-volume, last-mile delivery environment
- Proven experience with Onfleet or similar dispatch/routing software (required)
- Strong familiarity with Treez POS or similar cannabis retail systems (highly preferred)
- Experience with G-Suite (Gmail, Google Docs, Google Sheets)
- Excellent multitasking abilities in a fast-paced environment
- Strong customer service skills with the ability to close sales while maintaining high service standards
- Professional phone etiquette, active listening, and de-escalation skills
- Detail-oriented with strong problem-solving and decision-making abilities
- Team-oriented with a positive, coachable attitude
- Prior experience in the cannabis industry is preferred but not required.
- Must be 21+ years old
- Availability to work weekends and flexible hours, including nights and holidays
Attendance:
Consistent with dependability and punctuality, expected to show up and ready to work every day.
Communication & Following Direction: Must be able to follow basic instructions as well as be able to take constructive criticism and performance feedback from leaders and managers, to ensure quality standards and production goals.
Hours:
Weekends
Holidays
Weekdays
Pay:
$26 per hour
Tips
Work Location:
On Site
Physical Demands:
- While performing the duties of this job, the employee is regularly required to perform repetitive motions.
- Must be able to sit, walk, or stand for extended periods of time while maintaining focus.
- Must be able to type & speak on the phone
Education:
- High School Diploma or GED.
- College preferred but not required.
Work schedule
- Weekend availability
- Monday to Friday
- On call
- Holidays
- Day shift
- Night shift
Supplemental pay
- Tips
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k)
- 401(k) matching
- Employee discount
- Paid training