Dispatch and Customer Service Manager
PLA Family of CompaniesJob Summary 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. About the Company 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. Here's What We Offer 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. What You'll Be Doing 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 wi…