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Key Responsibilities and Required Skills for Outbound Service Delivery Coordinator

💰 $ - $

OperationsLogisticsCustomer Service

🎯 Role Definition

The Outbound Service Delivery Coordinator ensures timely, compliant, and cost-effective execution of outbound field service and logistics activities. This role coordinates dispatch and scheduling, manages vendors and carriers, monitors SLAs and KPIs, communicates with customers and internal stakeholders, and drives continuous improvement to deliver an exceptional customer experience while optimizing operational efficiency. Ideal candidates blend strong operational discipline, stakeholder communication, and data-driven decision-making with hands-on logistics coordination.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative (field services/dispatch)
  • Logistics Coordinator or Dispatch Assistant
  • Junior Field Service Coordinator / Call Center Escalation Specialist

Advancement To:

  • Service Delivery Supervisor / Team Lead
  • Outbound Operations Manager or Field Operations Manager
  • Regional Service Delivery Manager / Head of Field Operations

Lateral Moves:

  • Account Manager or Customer Success Manager (post-sales)
  • Logistics Planner / Route Optimization Specialist
  • Vendor Management or Procurement Coordinator

Core Responsibilities

Primary Functions

  • Coordinate daily outbound service delivery schedules by creating and optimizing technician/driver assignments, prioritizing work orders by SLA, geographic clustering, and customer impact to maximize first-time-right outcomes and reduce drive times.
  • Manage end-to-end dispatch operations using TMS/WMS/Dispatch platforms (e.g., ServiceTitan, ClickSoftware, Salesforce Field Service, Oracle/TMS), ensuring accurate job creation, status updates, and timely closure of work orders.
  • Monitor and enforce SLAs and KPIs (on-time arrival, first-time fix rate, customer satisfaction, mean time to resolve), generate daily/weekly scorecards, and present performance insights to operations leadership to drive corrective actions.
  • Serve as the primary point of contact for outbound delivery escalations; triage incidents, coordinate rapid responses with field teams, initiate root cause analysis, and communicate resolution timelines to customers and account teams.
  • Manage relationships with carriers, vendors, and third-party service providers; negotiate service level agreements, monitor contract compliance, track performance, and escalate contractor failures or repeated exceptions.
  • Maintain accurate customer and job records in CRM/ERP systems (Salesforce, Microsoft Dynamics, SAP), ensuring notes, status updates, and billing triggers are complete to support invoicing and audit trails.
  • Plan and execute route planning and capacity allocation, using route optimization tools or manual planning as required, balancing cost, customer windows, and resource constraints.
  • Conduct quality assurance reviews on completed jobs, audit technician notes and proof-of-service documentation (PODs, photos), and coordinate corrections or rework as necessary to maintain service quality.
  • Implement and sustain exception management processes for missed appointments, no-access, damage claims, and returns; coordinate follow-up activities and document remediation for continuous improvement.
  • Create and update operational playbooks, SOPs, escalation matrices, and customer-facing appointment communications to standardize delivery processes and improve repeatability.
  • Lead cross-functional coordination with Sales, Billing, Inventory, and Warehouse teams to synchronize stock availability, scheduling windows, and customer expectations before outbound service deployment.
  • Forecast daily and weekly field capacity needs using historical dispatch data and upcoming demand; recommend staffing or vendor adjustments to maintain throughput and SLA adherence.
  • Drive cost control initiatives related to mileage, overtime, and third-party spend by identifying inefficiencies, promoting consolidation, and negotiating rate adjustments with vendors.
  • Facilitate onboarding, training, and ongoing coaching for dispatch staff and temporary contractors to ensure consistent application of operational standards and customer service expectations.
  • Manage documentation and compliance for safety, regulatory, and site-specific access requirements (background checks, site orientations, permits) to reduce risk on outbound jobs.
  • Own the billing handoff for service events by validating chargeable activities, time-on-site, parts used, and exception approvals to minimize billing disputes and shorten DSO cycles.
  • Analyze service delivery data (Excel, Power BI, Tableau) to identify trends, generate actionable insights, and recommend process or system improvements that reduce repeats and increase customer satisfaction scores (CSAT).
  • Coordinate post-installation and aftercare logistics, including returns, warranty pickups, or remediation visits, ensuring timely resolution and consistent customer updates.
  • Manage customer notifications and appointment confirmations via phone, SMS, or email and maintain outbound communications cadence to reduce no-shows and increase appointment adherence.
  • Support incident and claims handling by gathering evidence, liaising with insurance or logistics partners, and coordinating remedial actions while tracking resolution status to closure.
  • Maintain inventory visibility for frequently dispatched parts and kits by collaborating with warehouse and procurement to trigger replenishment or transfer requests to meet scheduled work demands.
  • Participate in continuous improvement projects (Lean, Kaizen) to streamline scheduling workflows, reduce manual touches, and implement automation opportunities across dispatch and delivery operations.

Secondary Functions

  • Support ad-hoc reporting and exploratory analysis to aid leadership decision-making on vendor selection, routing, and capacity planning.
  • Train and mentor new coordinators on system usage, process flows, and customer escalation handling techniques.
  • Collaborate with IT on TMS/CRM enhancements, user acceptance testing (UAT), and rollout of new dispatch features to improve operational efficiency.
  • Maintain an up-to-date library of supplier contacts, site requirements, and service templates to speed onboarding for new customer accounts.
  • Assist in cross-functional projects such as peak season readiness, product launches, and pilot programs for new regional coverage.
  • Participate in periodic audit and compliance reviews, providing documentation and corrective action plans as requested.

Required Skills & Competencies

Hard Skills (Technical)

  • Outbound logistics coordination and field service dispatch expertise with demonstrated experience using TMS, FSM, or dispatch platforms (e.g., Salesforce Field Service, ServiceMax, ClickSoftware).
  • SLA and KPI management: on-time performance, first-time fix, CSAT tracking, and operational scorecard creation.
  • Routing and capacity planning, including experience with route optimization software or manual route design.
  • Vendor management and contract compliance, including SOWs, KPI SLAs, and corrective action plans.
  • Proficiency with CRM/ERP systems (Salesforce, SAP, Oracle) for job lifecycle management and invoicing handoffs.
  • Advanced Excel skills: pivot tables, VLOOKUP/XLOOKUP, macros/basic VBA; comfort with Power BI/Tableau for dashboards and trend analysis.
  • Basic SQL or data querying experience to extract dispatch and performance data from operational databases (preferred).
  • Familiarity with inventory control and warehouse coordination to ensure parts availability for outbound jobs.
  • Experience with ticketing and incident management systems and escalation workflows.
  • Understanding of billing validation processes and experience reducing disputes between operations and finance.
  • Knowledge of regulatory, site-access, and safety compliance relevant to field service deployments.

Soft Skills

  • Strong verbal and written communication: clear customer updates, internal handoffs, and escalation notes.
  • Customer-centric mindset with a focus on delivering positive service experiences and maintaining high CSAT.
  • Problem-solving and analytical thinking: able to synthesize data and operational constraints into pragmatic solutions.
  • Time management and prioritization under pressure, balancing emergent escalations with scheduled delivery commitments.
  • Stakeholder management: collaborate effectively across Sales, Warehouse, Finance, and Field teams.
  • Attention to detail and process orientation to ensure accurate job records and billing readiness.
  • Negotiation and conflict resolution skills when working with vendors and upset customers.
  • Adaptability and resilience in fast-paced, changing operational environments.
  • Coaching and team leadership aptitude to develop junior dispatch officers and contractors.
  • Continuous improvement mindset with a track record of implementing process changes that yield measurable outcomes.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or GED; equivalent combination of experience in logistics/field service coordination accepted.

Preferred Education:

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

Relevant Fields of Study:

  • Supply Chain Management
  • Business Administration
  • Logistics & Transportation
  • Operations Management
  • Industrial Engineering (applied to field operations)

Experience Requirements

Typical Experience Range: 2–5 years coordinating outbound logistics, field service dispatch, or service delivery operations.

Preferred: 3–5+ years of progressive experience in outbound service delivery or field operations within logistics, telecom, utilities, e-commerce fulfillment, or service provider environments; demonstrated experience managing SLAs, vendor partners, and using TMS/CRM platforms.

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