Driver Service Coordinator

Description:

The Driver Service Coordinator is responsible for supporting daily operations. This position serves as the primary point of contact for drivers, ensuring efficient route execution, timely communication, and exceptional customer service. The coordinator works closely with dispatch, operations, maintenance, and customer service to resolve issues, maintain regulatory compliance, and support safe, productive operations.

Essential Duties and Responsibilities

Coordinate daily driver activities to ensure routes are completed safely, efficiently, and on schedule.

Serve as the primary contact for drivers regarding route questions, service issues, equipment concerns, and operational support.

Monitor route progress using GPS and dispatch software, identifying delays or service interruptions and coordinating solutions.

Communicate route changes, customer requests, emergency service calls, and schedule updates to drivers.

Assist with driver staffing by coordinating schedule adjustments, vacation coverage, and overtime assignments as needed.

Review driver paperwork, electronic route data, and service documentation for completeness and accuracy.

Coordinate with the maintenance department to report vehicle issues and minimize equipment downtime.

Support compliance with DOT regulations, company safety policies, and environmental requirements.

Assist in investigating customer complaints and driver service issues, ensuring timely resolution.

Maintain accurate operational records, including attendance, service exceptions, and driver performance documentation.

Support onboarding and training of new drivers by reinforcing company procedures and expectations.

Participate in daily operations meetings and communicate operational priorities to field personnel.

Promote a culture of safety, teamwork, accountability, and customer satisfaction.

Qualifications

High school diploma or GED required; associate degree preferred.

Minimum of 2 years of experience in transportation, logistics, dispatch, waste management, or related operations.

Previous experience coordinating drivers or field employees preferred.

Knowledge of DOT regulations and transportation operations is preferred.

Strong communication and interpersonal skills, bilingual preferred.

Excellent organizational and multitasking abilities.

Ability to work effectively in a fast-paced environment while managing competing priorities.

Proficient in Microsoft Office (Excel, Outlook, Word) and transportation management or dispatch software.

Ability to analyze operational issues and make sound decisions under pressure.

Required Skills

Customer service orientation

Problem-solving and decision-making

Time management and prioritization

Attention to detail

Conflict resolution

Effective verbal and written communication

Team collaboration

Basic data entry and reporting

Adaptability in a dynamic operational environment

Physical Requirements

Ability to sit, stand, and walk for extended periods.

Ability to work in an office and occasionally in an outdoor operations environment.

Ability to lift up to 25 pounds occasionally.

Ability to use computers, telephones, and two-way communication devices.

Work Environment

Fast-paced transportation and operations office.

Frequent interaction with drivers, mechanics, customer service representatives, and management.

May require early mornings, evenings, weekends, or holidays depending on operational needs.

Exposure to outdoor weather conditions and operational yard environments during field visits.

Key Performance Indicators (KPIs)

On-time route completion

Driver attendance and schedule adherence

Customer service issue resolution time

Route efficiency and productivity

Safety compliance

Driver communication effectiveness

Documentation accuracy

Reduction in missed pickups and service interruptions

This role is ideal for an organized, customer-focused professional who enjoys supporting drivers, solving operational challenges, and helping ensure efficient waste and recycling collection services.

Requirements: