Dispatch and Customer Service Manager in Salinas, California at PROPAK LOGISTICS LLC

PLA Family of Companies is seeking an experienced and highly organized Dispatch and Customer Service Manager to coordinate daily dispatch operations while ensuring an exceptional customer experience. This position serves as a vital connection between customers, drivers, warehouse operations, and facility leadership to ensure efficient transportation scheduling, accurate order processing, and timely deliveries. The ideal candidate is a proactive problem-solver who thrives in a fast-paced environment, builds strong customer relationships, and takes ownership of service challenges from start to finish. This hands-on role requires excellent communication, organizational, and decision-making skills to balance customer needs with operational efficiency while supporting the company's commitment to safety, service excellence, and continuous improvement.

Founded in 1989 and headquartered in Dallas, Texas, PLA Family of Companies is a leading national supply chain solutions provider specializing in Pallet Management Services, Third-Party Logistics (3PL), Reverse Logistics, and Freight Brokerage & Transportation Management.

With more than 76 facilities across 23 states, over 3,500 employees, and more than 115 million pallets handled annually for over 1,500 customers, PLA continues to grow through innovation, operational excellence, and strategic partnerships.

At PLA, our employees are the foundation of our success. We are committed to providing a safe, supportive workplace where teamwork, accountability, and professional development help our employees succeed.

At PLA, we believe in rewarding our employees for their dedication and contributions. Our benefits include:

• Weekly Pay with a Daily Pay Option

• Medical, Dental, and Vision Insurance

• Health Savings Account (HSA) with company contributions of up to $750

• 401(k) Retirement Plan with Company Match

• Paid Time Off (PTO)

• Company-Paid Life and AD&D Insurance

• Voluntary Short-Term Disability Coverage

• Employee Assistance Program (EAP)

• Optional Legal, Identity Theft, and Pet Insurance

• Opportunities for Career Growth and Professional Development

Benefits are subject to eligibility requirements and applicable plan terms.

Customer Service & Relationship Management

• Deliver an exceptional customer experience by providing responsive, professional, and solutions-focused service.

• Build and maintain strong customer relationships through regular communication, proactive follow-up, and relationship-building activities.

• Serve as the primary point of contact between customers, drivers, and facility operations, ensuring clear and timely communication.

• Take ownership of customer concerns, delivery issues, and service requests, coordinating with internal teams to achieve timely resolutions.

• Anticipate customer needs and proactively address potential service disruptions.

• Provide customers and prospective customers with information about company services, pricing, and operational capabilities.

• Support customer retention and business development efforts through excellent service and relationship management.

• Assist with local accounts receivable activities, including following up on outstanding payments when needed.

Dispatch & Transportation Operations

• Coordinate and execute daily dispatch activities, ensuring drivers, routes, and deliveries are scheduled efficiently.

• Receive, process, and accurately enter customer orders into company systems.

• Assign drivers and coordinate delivery routes based on customer requirements, operational priorities, and available resources.

• Monitor driver schedules, delivery progress, and transportation activities, communicating adjustments as needed.

• Act as the central point of contact for drivers, providing routing instructions, operational updates, and assistance with unexpected issues.

• Maintain accurate dispatch records, driver activity logs, delivery confirmations, and customer order documentation.

• Collaborate with warehouse and operations personnel to ensure inventory availability, order accuracy, and timely shipments.

• Utilize dispatch, routing, and transportation management systems to monitor performance and identify opportunities for improvement.

• Identify and resolve transportation delays, scheduling conflicts, and service disruptions to minimize operational impact.

• Support compliance with company safety policies, Department of Transportation (DOT) regulations, and established transportation procedures.

Operational Support & Collaboration

• Partner with the General Manager and facility leadership to support efficient daily operations and customer satisfaction.

• Coordinate office and administrative activities to ensure accuracy, efficiency, and timely completion of operational tasks.

• Develop strong working relationships with drivers, warehouse employees, customers, and internal business partners.

• Identify opportunities to improve dispatch efficiency, route planning, order accuracy, and overall customer service.

• Participate in continuous improvement initiatives that enhance operational performance and customer satisfaction.

• Maintain accurate records and provide operational updates or reports to management as needed.

• Perform other duties as assigned to support business needs.

We're looking for a dependable, customer-focused professional who can manage multiple priorities while keeping transportation operations organized and customers informed. The successful candidate will demonstrate:

• Customer Service Excellence: A strong commitment to building relationships, understanding customer needs, and delivering reliable service.

• Communication Skills: Excellent written and verbal communication skills with the ability to work effectively with customers, drivers, and operations personnel.

• Organization & Attention to Detail: Ability to manage dispatch schedules, customer orders, and documentation accurately.

• Problem-Solving: Strong decision-making skills with the ability to resolve challenges quickly and effectively.

• Time Management: Ability to prioritize competing demands and meet deadlines in a fast-paced environment.

• Teamwork & Collaboration: A positive, professional approach to working with employees, customers, and leadership.

• Technical Proficiency: Experience using Microsoft Office, order management systems, and dispatch or transportation management software.

• Accountability: Willingness to take ownership of customer issues, operational challenges, and assigned responsibilities.

• High school diploma or equivalent.

• Minimum of 4 years of experience in customer service, dispatch, logistics, transportation operations, or a related field.

• Experience coordinating transportation activities, dispatching drivers, scheduling deliveries, or managing logistics operations.

• Demonstrated ability to establish and maintain strong customer relationships.

• Strong organizational skills with attention to accuracy in order processing, scheduling, and recordkeeping.

• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.

• Ability to communicate professionally and effectively with customers, drivers, and internal teams.

• Ability to work independently, manage multiple priorities, and resolve operational issues in a timely manner.

• Associate's degree in Business Administration, Logistics, Supply Chain Management, or a related field.

• Previous experience in a manufacturing, warehouse, pallet management, or industrial environment.

• Experience using dispatch software, transportation management systems (TMS), or enterprise resource planning (ERP) systems.

• Working knowledge of DOT regulations, transportation safety requirements, and route planning.

• At least 1 year of experience in customer prospecting, outreach, or business development support.

• Experience supporting accounts receivable activities or customer billing inquiries.

• Bilingual in English and Spanish.

This position operates in a combination of office, warehouse, yard, and outdoor environments. The employee must be comfortable working in an active industrial setting while maintaining a strong focus on safety and customer service.

• Prolonged periods of sitting at a desk and working on a computer.

• Frequent standing and walking throughout office and operational areas.

• Occasional bending, reaching, lifting, and handling of materials.

• Ability to lift and move materials weighing approximately 15–50 pounds when required.

• Exposure to warehouse and outdoor conditions, including dust, fluctuating temperatures, and moderate noise levels.

• Ability to recognize and respond to workplace safety signals, including vehicle horns and alarms.

• Required use of personal protective equipment (PPE), including steel-toe safety shoes and safety glasses, while in designated operational areas.

• Work schedules may vary based on facility requirements, customer demands, and operational needs.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

PLA Family of Companies is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected status.

We are dedicated to maintaining a diverse, inclusive, and respectful workplace where everyone has the opportunity to succeed.

Applicants requiring reasonable accommodations during the application or hiring process are encouraged to contact our Human Resources team.