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Dispatch Lead - Driver Support Coordinator
Dispatch Lead - Driver Support CoordinatorWholesomeCo Cannabis • Bountiful, UT, US
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Dispatch Lead - Driver Support Coordinator

Dispatch Lead - Driver Support Coordinator

WholesomeCo Cannabis • Bountiful, UT, US
[job_card.30_days_ago]
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  • [job_card.full_time]
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Job Description

Job Description

Job Title : Dispatch Lead

Compensation : $23 Per Hour

Schedule : Monday-Friday 7 : 30am-3 : 30pm (

  • Additional hours outside of this schedule may occasionally be required.

Location : Bountiful, Utah

Status : Full-time

Benefits :   Medical insurance, dental insurance, vision insurance, 401(k), health savings account (HSA), employee assistance program (EAP), paid time Off (PTO), paid holidays, employee discount, life insurance

About WholesomeCo : At WholesomeCo, you’re not just taking a job; you’re joining a team that’s constantly evolving, innovating, and raising the bar. Every new hire is an opportunity for us to level up as a company, and we look for individuals who bring curiosity, a positive attitude, transparency, strong communication, a strong work ethic, and the ability to collaborate respectfully while making their mark. We’re committed to bringing out the best in each team member, and we hope every hire will help us discover bold, creative ways to grow together. Work at WholesomeCo is meaningful, but we also know how to have fun, with team camaraderie, shared experiences, and moments to celebrate built into our culture.

WholesomeCo is at the forefront of normalizing cannabis as a natural path to health and wellness. From medical cannabis services and statewide delivery to 99% of Utah’s population, to retail, drive-thru, and online pick-up through our West Bountiful pharmacy, we combine convenience, care, and cutting-edge technology. Our in-house app, cultivation and processing facilities, and our growing line of WholesomeCo-branded products showcase our innovative, vertically integrated approach. Known for our tech-driven solutions, data focus, and commitment to continuous improvement, we put patients first, guiding them along their unique cannabis journeys and expanding access every step of the way. Join WholesomeCo, where your contributions matter, your ideas are valued, and each day offers the chance to grow, innovate, and make a real difference in people’s lives.

We are on the search for an individual with leadership qualities that truly enjoys being a player-coach. You will learn all facets of the Dispatch operation, and at the same time help guide team members towards successes each and every day.

Responsibilities Include :

Team Support and Development :

  • Support the hiring and training of new dispatch agents, collaborating with Content Development Coordinator to ensure that all learning materials are well-organized.
  • Support the development of a skilled and cohesive dispatch team.
  • Collaborate with fellow leads,  management, and the Dispatch Supervisor to document and maintain Standard Operating Procedures (SOPs) for the dispatch team.
  • Develop high performing agents through daily interactions, coaching, and conducting regular reviews.

    • Driver and Route Support :

  • Dispatch will be the first point of contact for any real-time delivery or driver issues. Support the Dispatch Supervisor in ensuring adequate phone coverage by maintaining a sufficient number of dispatchers available to answer calls at all times when drivers are on the road and may require assistance.
  • Oversee the process for handling issues on the road to ensure timely, efficient and thorough support for whatever issues may arise.
  • Contribute to improving overall costs and efficiency by providing input on route optimization and scheduling adjustments.
  • Maintain on-going knowledge of auto insurance policy, coverage, and the claims process.
  • Collaborate with the Dispatch Supervisor to supervise and manage the dispatch team.
  • Collaborate with the Driver Supervisor and Driver Leads with weekly meetings.
  • Ensure all workers’ compensation and automobile accident claims are properly completed and collaborate with the Driver Supervisor throughout the process.
  • Provide guidance and support to dispatch agents and ensure availability
  • Assist in setting performance targets and ensuring accountability for efficient operations.
  • This role may involve assuming the responsibilities of the Dispatch Supervisor in their absence and working closely with upper management for overall team success.

    • Scheduling Assistance :

  • Ensure all task assignments are entered into Sling each week after the schedule is posted by the Dispatch Supervisor.
  • Assist with weekly timecard audits to ensure attendance points are accurately recorded and that dispatch agents are properly informed of any points issued.
  • Ensure clear communication and collaboration with the Dispatch Supervisor regarding any scheduling adjustments or requests from dispatch agents.

    • Meetings and Communication :

  • Assist the Dispatch Supervisor in holding regular monthly team and training meetings to ensure alignment with company needs and expectations.
  • Collaborate with the Dispatch Supervisor to manage the budget for team building, appreciation, and recognition.
  • Effectively communicate budgetary needs / concerns to upper management.
  • Stay up to date on all company comms and updates via email, Slack, slide decks, etc.
  • Expeditiously handle, communicate and update the appropriate systems of all potential issues, problems, accidents, or equipment breakdowns we might experience.

    • Daily Duties Support :

  • Assist in ensuring proper daily dispatch coverage and task assignment.
  • Monitoring tickets in Front, Delivery Queue, communication with drivers in OnFleet and ensuring timely responses.
  • Lead frontline driver communications and oversee driver monitoring during deliveries.
  • Time management and attention to detail while assigning routes and handing off the orders to the drivers.
  • Ensure compliance with all relevant state medical cannabis and delivery regulations and company policies.

    • Performance Tracking and Accountability :

  • Collaborate with HR to communicate employee issues, needs, and engagement.
  • Support regular check-ins and 1 : 1’s with Dispatch Agents to provide feedback and coaching.
  • Assist the Dispatch Supervisor in monitoring performance data, supporting corrective actions—including the preparation and issuance of write-ups—providing coaching, and maintaining detailed documentation.

    • Dispatch Metrics Support :

  • Monitor delivery exceptions, driver behavior, vehicle / road conditions, and routing best practices.
  • Track communication service level - avg time to answer the phone, avg time to address and resolve issues, etc.
  • Individual and team performance for customer service, communication skills with drivers, and effectively executing processes.
  • Monitor dispatch performance as it relates to driver incidents, equipment failure, vehicle breakdowns, and other potential service disruptions.

    • Continuous Improvement :

  • Collaborate with the Dispatch Supervisor to review historical routing techniques and implement guidelines for optimized routes.
  • Provide support in maintaining time management and attention to detail while assigning routes and handling order dispatch.

    • Qualifications :

  • 2+ years dispatch and / or logistics experience preferred
  • 3+ years customer service experience preferred
  • Superior communication skills are paramount - written and verbal
  • Strong computer skills. Experience using Microsoft Office products as well as extremely comfortable working with new software / applications
  • Experience working with smartphone applications
  • Good teamwork mentality : able to build trustworthy and supportive working relationships
  • Experience in the transportation / dispatch industry
  • Strong logical thinking, analytical skills, and problem solving skills
  • Flexibility and ability to adjust to a start-up environment that is fast-paced and constantly changing
  • Must be reliable and dependable at all times
  • Flexible schedule -ability to work mornings, evenings, weekends (with notice, as needed)
  • Ability to sit or stand for long periods, crouch, bend, and carry up to 10 lbs
  • Ability to verbally communicate and hear audio
  • Must pass a pre-employment / post-offer background check
  • Must be 21 years of age or older

    • Benefits :

  • Paid time off (PTO)

    • 2 weeks accrued annually during the first two years of employment

  • 3 weeks accrued annually after two years of continuous employment
  • 4 weeks accrued annually after five years of continuous employment
  • Seven (7) paid holidays per year
  • 30 minute paid lunches per working day over 5 hours
  • Employer paid 60% of the total medical insurance premium
  • Employer paid 75% of the total dental insurance premium
  • Employer paid 75% of the total vision insurance premium
  • HSA with match up to $150 per month
  • 401(k) with 100%  employer match up to 3% and 50% match for the following 2%
  • Employee Assistance Program (EAP)
  • Employer paid $25,000 of basic life coverage
  • Optional additional life insurance
  • Optional accident insurance
  • Employees who are active medical cannabis patients are eligible for an employee discount of 35% off of WholesomeCo products and 15% off of 3rd party products

    • WholesomeCo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Employment is contingent on passing a pre-employment / post-offer background check. This employer participates in the E-verify program where legally required.

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