OTR Dispatch Coordinator I

• Establish and build lines of effective and professional communication with internal team members IC drivers and other departments throughout the company.
• Responsible for the overall orders that are on the OTR grid. You may move between any grid to build runs together. You must follow the procedure listed in the SOP.
• Identify and add Load incentives (With management approval) to orders that qualify. Identify orders that are eligible for Car Haul and move them to the respective grid.
• Review and organize orders to form a set of planned runs for the IC accordingly. Priority attention is given to runs that are nearing SLA deviations.
• Dispatch orders using T3 and Transport. The minimum standard is 75 per week.
• Answer and initiate requests from internal departments in a timely manner utilizing ZENDESK.
• Initiate EOD reports twice Daily (at the start and end of each shift).
• Review SLA reports as needed to ensure information is accurate and up to date.
• Strong analytical and problem solving skills to address driver concerns effectively.
• Experience in customer service or support roles.
• Familiarity with transportation logistics and regulatory requirements is a plus.
• Ability to empathize with drivers and remain calm under pressure.
• Detail-oriented and able to manage multiple tasks efficiently.
• Review and follow all SOP guidance.
• Attend all team and company virtual meetings on Camera as required, in-person meetings when permissible.
• Assist with additional Tasks as requested by management.

Required Qualifications – Required qualifications to effectively perform the job.  An equivalent combination of education, training and experience will be considered.  (Additional requirements may be designated by position.)

• This position requires a High school Diploma or equivalent
• 6 months of dispatching experience
• Proficient in Microsoft Office programs and other general office equipment.
• Prior experience using Zendesk is preferred
• Excellent time management skills
• Organized thinker with exceptional attention to detail.

Knowledge, Skills and Abilities – May be representative, but not all-inclusive, of those knowledge, skills and abilities commonly associated with this position.

• Proficient in Microsoft Office programs and other general office equipment.
• Organized thinker with exceptional attention to detail.
• Excellent communication skills, both verbally and in writing. 
• Ability to deliver exceptional customer service.

At ACERTUS. we believe our employees are our greatest asset. That's why we offer a comprehensive benefits package designed to support your health, financial well-being, work-life balance, and professional growth.

 Medical, Dental, and Vision 

Voluntary Life/Disability, Accident, Critical Illness, and Hospital Indemnity 

Company Paid Basic Life and Long-Term Disability 

Company Paid Time Off (PTO) 

7 Company-Paid Holidays plus 1 Floating Holiday 

401(k) with company match 

Tuition Reimbursement, Financial wellness resources, Retirement planning, and legal services 

Employee discount programs 

Complimentary Grubhub+ membership 

Casual dress code

Work Environment – Environmental or atmospheric conditions commonly associated with the performance of the functions of this job. 

• General office conditions.  Exposed to moderate noise levels.

Physical Abilities - Activities that are commonly associated with the performance of the functions of this job.  The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Required to use close vision and be able to focus.
• Regularly required to talk and hear; frequently required to sit, stand and bend at the knee and waist, and walk.
• Must be able to have repetitive wrist, hand and/or finger movement to type and work on computer.
• Must have finger dexterity and hand-eye coordination to work on computer, telephone, and related office equipment.
• Regular attendance is a necessary and essential function.

This job description is intended to describe the general nature and level of work being performed and is not an exhaustive list of all duties, responsibilities, or qualifications. Employees may be required to perform other reasonably related duties as assigned to meet business needs. ACERTUS reserves the right to modify, revise, or update job duties, responsibilities, and requirements at any time.