Job Purpose
The Dispatcher is responsible for the operational coordination, control, and execution of all outbound and return kit shipments to ensure accurate, timely, compliant, and fully documented dispatch activities.
The role acts as the central coordination point between Commercial Teams, Kit Room Operations, Containment, Logistics Providers, Assets, and Customer Sites to ensure shipment readiness, shipment visibility, issue escalation, and delivery continuity.
The Dispatcher is responsible for maintaining shipment flow integrity, managing dispatch-related communication, tracking shipment exceptions, and escalating operational risks that may impact customer service, surgery schedules, or shipment compliance.
This role is operational, coordination-driven, escalation-focused, and shipment-centric, and does not assume ownership of inventory governance, quality approval, or commercial decision-making.
Key Responsibilities
1. Shipment Coordination & Dispatch Execution
- Coordinate daily outbound and return kit shipments
- Ensure all dispatch activities are completed within operational timelines
- Verify shipment readiness prior to release to transport providers
- Coordinate shipment handovers between Kit Room Operations, Containment, and Logistics providers
- Ensure shipment bookings are completed accurately and on time
- Confirm transport arrangements with 3PL providers (e.g., Aramex)
- Monitor urgent, emergency, and priority shipments
- Coordinate weekend and after-hours shipment requirements
2. Shipment Documentation Control
- Verify that all required shipment documentation is available prior to dispatch:
- Bill of Materials (BOM)
- Shipment documentation
- Delivery documentation
- Return documentation
- Customer references
- Tracking details
- Special handling instructions
- Ensure shipment documentation accuracy and completeness
- Escalate incomplete or missing documentation before shipment release with Kitroom Co-ordinator
- Ensure shipment information is updated in WebOps
3. Operational Communication & Coordination
- Act as the communication link between:
- Commercial Teams
- Kit Room Operations
- Assets Team
- Containment Team
- Logistics Providers
- Communicate dispatch schedules and shipment updates
- Coordinate special shipment instructions and delivery requirements
- Ensure all stakeholders are informed of shipment delays, shortages, or operational risks
- Monitor aging kits and overdue Kits
- Support customer delivery coordination where required
4. Escalation & Exception Management
- Monitor incomplete kits
- Escalate shortages, incomplete kits, delayed shipments, or dispatch risks immediately
- Escalate unresolved operational issues impacting dispatch readiness
- Coordinate corrective actions with operational stakeholders
- Maintain visibility of high-risk or time-sensitive shipments
5. Shipment Tracking & Visibility
- Monitor shipment movement from dispatch through delivery confirmation
- Track return shipments
- Maintain shipment status visibility within operational systems
- Follow up on delayed, failed, or incomplete deliveries
- Ensure shipment milestones are communicated and recorded accurately
6. Governance & Reporting Support
- Support operational governance reporting related to shipment activities
- Assist with shipment KPI tracking:
- Dispatch accuracy
- On-time shipment performance
- Shipment delays
- Incomplete documentation
- Shipment defects
- Aging kits
- Provide operational dispatch updates to management
- Maintain dispatch records for audit and reporting purposes
Key Performance Indicators (KPIs)
- On-time dispatch performance
- Shipment documentation accuracy
- Dispatch turnaround time
- Shipment tracking compliance
- Escalation response time
- Aging kit management compliance
- Shipment communication accuracy
- Reduction in dispatch-related shipment defects
- Customer delivery service levels
