Dispatcher

Job Purpose and Summary

The Dispatcher plays a critical role in ensuring seamless operations across Delivery, Retail, and E-commerce departments. This position is responsible for efficient routing, order fulfillment, and exceptional customer service to guarantee timely and accurate delivery of orders. Working closely with our driving team, the Dispatcher maintains high delivery efficiency, resolves issues in real-time, and upholds Purple Lotus’ standards of excellence while embodying our core values: Humility, Excellence, and Resilience.

Key Responsibilities

Order Processing & Treez System Management

• Navigate the Treez POS system to manage the fulfillment board, process orders, and ensure compliance
• Perform ID verification, medical license verification, and selfie verification processes
• Create and update customer profiles, including notes, documents, revenue source tracking, and rewards information
• Process new customer orders (Weedmaps, website, iHeartJane, and organic) and move orders through verification and processing stages
• Manually create pre-orders and delivery orders when integration issues occur
• Conduct MVP audits and maintain city, county, and state compliance standards on all orders

Routing, Dispatch & Onfleet Management

• Plan and optimize routes in Onfleet to maximize deliveries per driver and create route density
• Manage delivery windows, service times, and quantities to optimize daily routes
• Monitor task lifecycle: create manual tasks, edit, clone, complete, and properly code failed tasks using failure codes (NCC, IDC, Cancel, Reschedule, Payment, OOS)
• Input Packer ID verification (name + badge number) on all tasks for compliance and metrics
• Utilize Onfleet analytics to track driver performance, on-time percentages, service times, delays, and overall efficiency
• Proactively communicate with drivers regarding address changes, order updates, and route adjustments

Customer Service & Communication

• Provide accurate ETAs and order updates to customers
• Respond to customers via phone, live chat, and text
• Assist with taking customer orders, adjusting totals, upselling, and promoting marketing specials
• Troubleshoot order complications, route conflicts, and delivery issues
• Defuse difficult situations with professionalism and resolve them to the best possible outcome

Team Coordination & Administrative Duties

• Work closely with Call Center Representatives, Fulfillment team, and drivers
• Retrieve and manage Samsara camera footage when required
• Coordinate with inventory team on stock levels and communicate supply needs (e.g., ice packs)
• Monitor and enforce SOPs, policies, and delivery department performance
• Maintain knowledge of current store specials, promotions, and service area delivery times

Success Factors

• Own delivery team performance while on duty
• Continuously improve processes and implement feedback
• Complete product knowledge training and demonstrate cannabis product expertise
• Maintain detailed records and support department metrics

Requirements

• 2+ years of dispatching experience in a high-volume, last-mile delivery environment
• Proven experience with Onfleet or similar dispatch/routing software (required)
• Strong familiarity with Treez POS or similar cannabis retail systems (highly preferred)
• Experience with G-Suite (Gmail, Google Docs, Google Sheets)
• Excellent multitasking abilities in a fast-paced environment
• Strong customer service skills with the ability to close sales while maintaining high service standards
• Professional phone etiquette, active listening, and de-escalation skills
• Detail-oriented with strong problem-solving and decision-making abilities
• Team-oriented with a positive, coachable attitude
• Prior experience in the cannabis industry is preferred but not required.
• Must be 21+ years old
• Availability to work weekends and flexible hours, including nights and holidays

Attendance:

Consistent with dependability and punctuality, expected to show up and ready to work every day.

Communication & Following Direction: Must be able to follow basic instructions as well as be able to take constructive criticism and performance feedback from leaders and managers, to ensure quality standards and production goals.

Hours:

Weekends

Holidays

Weekdays

Pay:

$26 per hour

Tips

Work Location:

On Site

Physical Demands:

• While performing the duties of this job, the employee is regularly required to perform repetitive motions.
• Must be able to sit, walk, or stand for extended periods of time while maintaining focus.
• Must be able to type & speak on the phone

Education:

• High School Diploma or GED.
• College preferred but not required.

A pioneer in the cannabis industry and in operation for over 10 years, The Purple Lotus is responsible for creating many of the best practices used in the cannabis industry today. The Purple Lotus story started in 2010, when our founders, cannabis patients, became frustrated with the lack of Customer service and variety of options available at the dispensaries they visited and decided to open a modest operation in San Jose. In 2010, shortly after opening for business in a 600 ft2 medical office with $1000 worth of cannabis flower and their home made “Pot Brownies,” Purple Lotus gained national recognition by winning a medal at the first ever High Times Cannabis Cup in the US.
Over our many years of operation, we have become known for exceptional Customer service, dedication to patients and community involvement. Purple Lotus’ journey then included an office space at on Lundy Ave and a location at 903 Commercial St, very close to our current state of the art cannabis retail and cultivation facility at 752 Commercial St.
While Purple Lotus has served over 3,000,000 people since then, we have never forgotten the principles we were founded on. We stay humble, display excellence and exude resiliency. Our commitment to providing the highest quality cannabis for all budgets and passion for providing the most satisfying Customer experience has only strengthened through the years. We are dedicated to ensuring that every Customer who purchases cannabis from us feels wonderful about their purchase and that the experience of us providing the cannabis to them is an experience that ensures we help to make their day and world better. We are Customer obsessed, we care about and love our Customers, so they always come first.