Free Sample Dispatch Officer Job Description
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Sample Dispatch Officer Job Description

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Dispatch Officer


Dispatch Officer


Carolyn Doe


Pharmaceutical Main Store (PMS)


Company ABC


City ABC


June 28, 2013

Approval Signatures:


Incumbent                           Deputy General Manager


This position is responsible for ensuring the efficient and timely delivery of customer orders.

This position is required to (with assistance from a Stores Assistant) identify and crosscheck picked orders with the customer request prior to dispatching the order.


Total ABC Staff:             52

Total Budget                  13,632,993,292

Total Revenues              13,937,536,891


This position reports to the Head of PMS and receives verbal and occasional written direction from this individual.

This position does not supervise or direct any staff (no direct reports).

This position provides indirect guidance to:

·         Stores Assistants: Procedural; proper packaging of medicines in the process of packing customers consignments and loading of medicines onto customers trucks)

This position receives indirect guidance from:

·         Sales Officer: Availability and location in store of the items ordered by customer; Provide guidance on which customer come first since the service of Company ABC is based on first come first served

·         Store Logistics Officer: Availability and location in the store for items ordered; Advise on what medicines to sell especially with short expiry dates

·         Receiving Officer: Availability and location in store for items ordered by customers

·         Head of Dept (PMS): Procedural; customer complaints and goods returned process

·         Procurement Officer

·         Deputy General Manager/Personnel

·         Head of Finance and Accounts: which customers can take items on credit


Freedom to Act:

This position has work originating from:

·         PMS: Picking lists

·         Production Unit (PU): picking checking and dispatch of raw materials

·         Technical Services Department: Dispatch of equipment on their behalf

This position provides work to the following individuals, groups and/or departments:

·         Accounts: paperwork

·         Head of Department: Export orders

The work performed by this position is typically reviewed or approved while in progress by the following individual(s):

·         Head of PMS

The work performed by this position is typically reviewed or approved when completed by the following individual(s):

·         Head of PMS

This position has access to the following procedures and/or manuals to assist with completing his/her work:

·         Goods returned

·         Catalogues

·         Customer complaints

·         Drug Information Bulletins

·         Dispatch procedures

·         Operational Guidelines


The position encounters frequent problems related to:

  • Lifting heavy items when verifying without store assistants during the busy days
  • Serving customers who have little or no knowledge about items needed
  • Customers who come late and have to be served beyond working hours
  • Goods returned process
  • Customers who are very particular

The most difficult problems this position encounters include:

·         Goods returned process

·         Very impatient customers

·         Frequent work overload

·         Customers who seek special attention

This position has access to a supervisor and/or other employees in order to resolve the following problem(s):

·         Expired medicines or those nearing expiry

·         Improper entries of consignment

·         Breakages of items

·         Export orders on completion of checking (in case of problems with varying batches)

·         Problems arising from customer orders

·         (Essential Drug Programme) Goods returned by customers


This position has contact with the following individuals, departments and/or external contacts on the following basis:

·         Essential Drug Pull: Programme Customers


·         Welcoming customers Greeting customers with a smile and making them feel comfortable

·         Ensuring efficient and timely management of delivering customers orders

o         Organising the working area (dispatch area) regularly and as may be necessary clearing the boxes

o          identifying picked orders and noting them on a board for quick reference of when customers come to collect

o         Picking of ordered items from the store and delivering them to the picking area

o         Checking orders of all customers; walk-ins, export and drug pool program

o         Verify and dispatch the cleared orders

·         Managing internal and external customer complaints

o         Receive, listen, investigate and where appropriate carry out corrective action or advise

·         Ensure that copies retained from customers are properly filed

o         Filing of paperwork

·         Providing customers with information

o         Verbally, use of bulletins or catalogues

o         Giving directions to customers on procedure for payments, and general physical directions

o         Counselling of patients pertaining to medicines that have been prescribed to them

·         Dispensing/issuing of drugs to ill Company ABC staff, family and customers

·         Diagnosing, and interpretation of prescriptions

·         Provide reports to the following individuals, departments and/or external contacts on the following basis:

o         Essential drug program (processing orders) on a monthly basis


This position requires bending daily for up to 8 hours, and walking and lifting (cumulative weight of at least 1 tonne).

This position is exposed to fumes from the forklifts, and the acid store, daily fumes from the production store escaping through the nets causing drowsiness once a week up to 3 hours.


Diploma in the relevant field or equivalent

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