Operations / Route Coordinator

Operations / Route Coordinator

Location: Kent, WA
Job Type: Contract
Pay Rate: Up to $18.00/hr
Schedule: Monday–Saturday availability preferred; flexible schedules, including weekends/holidays, may be required.
Language: Bilingual English/Spanish preferred.

Position Overview

We are seeking an Operations/Route Coordinator to support daily delivery operations, route monitoring, service providers, customer issues, claims, billing validation, and operational reporting.

The ideal candidate will have experience in logistics, transportation, dispatch, delivery operations, or customer service and be comfortable coordinating multiple activities in a fast-paced environment.

Key Responsibilities

• Monitor delivery routes throughout the day to ensure on-time performance.
• Track truck movements, dispatch status, route readiness, and load completeness.
• Identify delivery delays and communicate exceptions to leadership and service providers.
• Coordinate route rescues, reallocations, and recovery plans.
• Maintain communication with delivery teams, carriers, contractors, customers, and internal stakeholders.
• Assign and update route allocations based on operational volume.
• Investigate delivery exceptions, customer complaints, and service deficiencies.
• Coordinate redeliveries, exchanges, haul-away issues, and appointment changes.
• Review and document property damage, product damage, shortages, and service-related claims.
• Gather PODs, photographs, delivery documents, and other supporting documentation.
• Support claims resolution and maintain timely claim updates.
• Validate route billing and assist with billing reconciliation.
• Maintain accurate customer, route, service provider, and operational records.
• Audit delivery documentation and POD quality.
• Prepare daily operational reports and route assignment logs.
• Track KPIs including On-Time Delivery, Completion Rate, Claims, Survey Performance, and Delivery Exceptions.
• Identify operational trends and opportunities for improvement.
• Ensure compliance with company SOPs, safety requirements, and customer service standards.

Required Qualifications

• High school diploma or equivalent.
• 1+ year of experience in logistics, transportation, dispatch, customer service, or operations.
• Knowledge of route planning and transportation operations.
• Strong organizational and multitasking skills.
• Proficiency with Microsoft Office Suite.
• Strong communication and problem-solving skills.
• Ability to work effectively with customers, contractors, service providers, and leadership.

Preferred Qualifications

• Bilingual English/Spanish preferred.
• Last-mile delivery experience.
• Claims handling or service recovery experience.
• Experience with TMS, routing, or dispatch software.
• Experience with appliance, furniture, Costco, or home delivery operations.
• Experience with route monitoring, PODs, billing validation, or delivery documentation.

Physical / Schedule Requirements

• Ability to work in warehouse, dock, and office environments.
• Ability to walk routes, inspect vehicles, and perform site audits.
• Ability to occasionally lift up to 25 lbs.
• Flexibility to work weekends and holidays as operationally required.