Direct Impact Logistics

Office Manager — Dispatch Operations Support

Position Summary

Key Responsibilities

Dispatch Operations Review

• Review daily dispatch activity, route progress, and delivery updates to identify delays, service concerns, and operational gaps.
• Verify that dispatch records are accurate, complete, and updated throughout the day.
• Follow up with dispatchers, drivers, carriers, and internal teams to address outstanding issues.
• Identify recurring challenges and recommend practical process improvements.

Reporting and KPI Performance

• Prepare and complete daily, weekly, and monthly operational reports within established deadlines.
• Track and review KPIs, including on-time performance, route completion, delivery exceptions, and communication response times.
• Verify report accuracy and highlight performance gaps, trends, and items requiring corrective action.
• Communicate findings to leadership and track assigned follow-up actions through completion.

Correspondence and Communication

• Keep emails, messages, operational logs, and other correspondence current and organized.
• Ensure operational updates, schedule changes, and service concerns are communicated promptly to the appropriate parties.
• Respond to inquiries professionally and follow up on pending requests within established response expectations.
• Maintain clear documentation of decisions, commitments, and unresolved issues to support accountability and effective handoffs.

Afternoon Operations Support

• Provide administrative and operational support during the afternoon shift.
• Monitor active routes, outstanding deliveries, staffing needs, and unresolved service issues.
• Coordinate with dispatch and leadership to adjust priorities as operational conditions change.
• Ensure open items are resolved or clearly documented and communicated before the end-of-day handoff.

Decision-Making and Issue Resolution

• Make timely operational decisions within company policies and delegated authority.
• Assess issues, determine appropriate next steps, and coordinate resources to minimize service disruptions.
• Escalate safety concerns, significant customer issues, and decisions outside the role’s authority to the appropriate leader.
• Document actions taken and communicate outcomes to affected teams.

Qualifications

• Experience in office administration, dispatch, logistics, transportation, or a related operational environment.
• Strong organizational, time-management, and follow-through skills.
• Ability to review operational data, prepare accurate reports, and interpret KPI results.
• Proficiency with Microsoft Office or Google Workspace, particularly spreadsheets and email.
• Clear, professional written and verbal communication.
• Ability to prioritize competing demands, work independently, and exercise sound judgment.
• Availability to support afternoon operations and complete required daily follow-up.

Performance Expectations

• Operational reports are accurate and submitted on time.
• KPI results are reviewed consistently, with performance concerns documented and communicated.
• Correspondence remains current, and pending items receive timely follow-up.
• Afternoon operations receive reliable support and clear direction within the role’s authority.
• Operational issues are addressed promptly, escalated appropriately, and tracked through resolution.
• End-of-day handoffs clearly identify outstanding items, responsible parties, and next steps.