Erick - Logistic Coordinator at Lean Solutions Group

Well, my experience as a logistics coordinator dispatcher was for three years and four months, eight and 10 days. I was, well, my responsibility there was drivers monitoring, to monitor the deliveries, verify how many deliveries were completed, how many deliveries not, verify how many deliveries was damaged. Another thing, I received a call as a customer service. I received a call from a driver to reschedule the order, report customers not at home, reporting that customer has a damaged item and something like that. Another responsibility was assisting customers about customers concerned, verified the delivery time windows, so which just means that at what time the driver will arrive to the customer's location. Also, I was using a tracking system that was internally. I was communicating internally with the warehouse in the United States. So asking for help or for any other situation may happen. So for example, if a driver got inconvenienced with the truck, so reporting to them to let them know that the driver have mechanical issues. So they, well, myself, I was, well, they say coordinate a tow truck. So basically I did it in that time. And for sure, so the tow truck goes to, with the driver to help them. Also, another responsibility, another experience that I got, so I was interacting.

Well, the experience that I have using a dispatch software or similar tools is like a tracking system that was internally, GPS as well, because I needed to verify where the driver is located, as well using call system. There was Zoom, Excel as well, that is a mandatory because I needed to record and put how many deliveries was completed and how many deliveries was not completed. Also, another system that I used, it was pretty much a system, a red base system that was an internal system that I used to reschedule the order and something like that. So pretty much that was those systems that I've been used for the last three years. So pretty much that this is the systems that I used.

Well, a few months ago, I've gotten inconvenienced coordinating deliveries and pickups as well. So the first time whenever I got inconvenienced coordinating a deliveries is because a customer called because he missed a delivery because he was not at home. So I needed to reschedule the order or the delivery for the next day, but the problem was the item itself was damaged and in the warehouse, so this exactly item was out of stock. So exactly in order to fix that inconvenience and everything like that, I needed to call to the main warehouse to verify if they had that specific item available to complete the reschedule and anything like that, but pretty much I needed to call several warehouses by different locations. But it was during approximately five to three hours, most likely, to resolve that inconvenience and reschedule the order because the customer called upset and I needed to fix that inconvenience as soon as possible to reschedule the order. So I called, I will remember three or four times to different locations, and at the fifth time that I called another location, so the drivers told me that he will go there to pick it up at the warehouse, and then he will go back to the warehouse.

Well, so let me remember pretty much last year, I've got several calls requesting to provide where the driver is located, the time as well. And for sure, so whenever I complete the first call in it, so I provide the information, the ETA, well, yeah, so the ETA to the customer and let them know that at what time the driver will arrive to the customer's location, customer's house, and I provided that information. So whenever the call ends, probably two or three seconds, another call come in. And for sure, I will request with like, so where the driver is located. So pretty much I got the customer's information on the system and I put it on the tracking system to see where the driver is located. Usually, so I used to receive, I used to use the GPS and provide information where the customer is located and give them an approximate time, not exactly the time, an approximate time, because sometimes I explained the customer that sometimes the driver is going to be delayed a little bit more. So for any other situation that a previous customer has or something like that, I explained to him so carefully and let them know exactly what the driver is doing. Whenever the call ends, another call, after three seconds as well, come in and the customer wanted to check the ETA one more time, but that was a different customer. And something like that, then whenever I provide the information to the customer.