Regulated Medical Waste (RMW) Dispatcher

Position Summary

The RMW Dispatcher is responsible for coordinating the daily activities of drivers and service routes to ensure safe, timely, compliant, and efficient collection and transportation of regulated medical waste (RMW), sharps, pharmaceutical waste, and related materials.

This position serves as a central point of communication between drivers, customers, operations, sales/customer service, and management. The Dispatcher is responsible for maintaining accurate route and service information, responding to daily operational issues, supporting required transportation and waste documentation, and ensuring service commitments are completed or appropriately escalated.

Primary Responsibilities

Daily Dispatch & Route Management

• Coordinate and monitor daily driver routes, pickups, deliveries, and transfer activities.
• Confirm drivers have the information, equipment, supplies, and documentation necessary to complete assigned routes.
• Monitor route progress throughout the day and respond to delays, missed stops, vehicle issues, customer changes, or other disruptions.
• Reassign or adjust routes when necessary to maintain customer service and operational efficiency.
• Communicate schedule and route changes clearly to drivers and affected departments.
• Coordinate special pickups, added stops, and customer requests.
• Ensure incomplete or missed services are documented, communicated, and rescheduled promptly.

Driver Communication & Support

• Serve as the primary operational contact for drivers during their routes.
• Provide drivers with customer instructions, access information, service requirements, and schedule changes.
• Maintain professional and timely communication with drivers throughout the workday.
• Escalate vehicle accidents, injuries, spills, exposures, customer incidents, compliance concerns, and significant service disruptions immediately according to company procedures.
• Coordinate with driver supervisors and management regarding attendance, route coverage, performance issues, and operational concerns.

Customer Service & Coordination

• Respond to customer questions regarding scheduled pickups, service status, and routine service requests.
• Communicate delays or service problems proactively when appropriate.
• Coordinate with customer service and sales regarding new accounts, service changes, cancellations, special requests, and recurring service requirements.
• Document relevant customer communications and service changes in HubSpot and other company systems.
• Ensure customer-specific instructions are accurately communicated to drivers.

RMW Documentation & Compliance

• Support accurate completion and tracking of manifests, shipping papers, waste documentation, and other required transportation records.
• Utilize Compliance Publishing for applicable waste documentation, manifests, labels, and compliance-related functions.
• Review documentation for completeness and identify missing signatures, incorrect information, or other discrepancies requiring correction.
• Maintain appropriate records associated with pickups, deliveries, transfers, and waste shipments.
• Immediately escalate spills, releases, improperly packaged waste, prohibited materials, sharps exposures, or other potential compliance or safety issues.
• Follow company procedures applicable to DOT transportation, OSHA safety requirements, RMW handling, and applicable state requirements.

Systems & Data Management

• Maintain accurate information in HubSpot, Compliance Publishing, routing/dispatch systems, Microsoft Office applications, and other company software.
• Enter and update service notes, route changes, customer information, exceptions, and operational records accurately and promptly.
• Use available routing and operational data to help identify inefficient routes, recurring service problems, excessive drive time, and opportunities for improvement.
• Maintain organized electronic records and documentation.

Daily Operational Controls

• Review the following day's routes for staffing, vehicle availability, workload, special requirements, and potential conflicts.
• Verify completion of assigned routes and identify unresolved stops before closing the dispatch day.
• Communicate outstanding issues and required follow-up to management and the appropriate departments.
• Assist with tracking operational KPIs such as:
• On-time/service completion rate
• Missed or rescheduled stops
• Stops completed per route/driver
• Route exceptions and service failures
• Driver overtime and route hours
• Customer service issues requiring follow-up

SAFETY RESPONSIBILITIES

The Dispatcher plays an important role in supporting safe field operations and is expected to:

• Reinforce company safety policies and procedures.
• Never direct a driver to perform work that is unsafe or contrary to company policy or regulatory requirements.
• Immediately escalate accidents, injuries, spills, exposures, vehicle breakdowns, or other significant safety events.
• Support required incident reporting and documentation.
• Communicate known customer-site hazards or special handling requirements to drivers before service whenever possible.

QUALIFICATIONS

Required:

• High school diploma or equivalent.
• Strong organizational and multitasking skills.
• Ability to manage multiple drivers, routes, and changing priorities simultaneously.
• Strong written and verbal communication skills.
• Comfortable working with computers, web-based applications, email, and Microsoft Office.
• Ability to maintain accurate records and documentation.
• Ability to remain organized and professional during time-sensitive operational situations.

Preferred:

• Previous dispatch, transportation, logistics, waste management, medical waste, or route-service experience.
• Experience with HubSpot, Compliance Publishing, routing software, CRM systems, or similar platforms.
• Familiarity with DOT transportation requirements, shipping documentation, manifests, or regulated waste operations.

KEY COMPETENCIES

Successful RMW Dispatchers should demonstrate strong organization, urgency, attention to detail, communication, problem-solving, accountability, customer service, and safety awareness.

The Dispatcher must be comfortable making routine operational decisions independently while recognizing when a safety, compliance, customer, personnel, or operational issue requires immediate management escalation.

PERFORMANCE EXPECTATIONS

Success in this position is measured by reliable route execution, accurate documentation, effective driver communication, timely resolution of service exceptions, customer responsiveness, and consistent adherence to company safety and compliance procedures.

The overall objective of the position is to ensure that the right driver reaches the right customer at the right time, with the correct information and documentation, while maintaining safe and compliant operations.

Work Environment: Work from Home

COMPANY BACKGROUND

About Cyntox

Cyntox is a multi-state provider of collection, transportation, and disposal services for biohazardous waste, sharps, and related waste streams. The company ensures full regulatory compliance across the entire waste lifecycle, from generation through final disposition, supporting customers in meeting complex federal and state requirements. Cyntox currently operates across 26 U.S. states, with a growing network of facilities concentrated in the Heartland, Midwest, and Eastern regions.

About Igneo

Igneo Infrastructure Partners (“Igneo”) is an autonomous investment team in the First Sentier Investors Group. It invests in high-quality, mature, mid-market infrastructure companies in the utilities and transport sectors in the UK, Europe, North America, Australia and New Zealand. Operating since 1994, the team works closely with portfolio companies to create long-term sustainable value through innovation, a focus on ESG and proactive asset management. Today, Igneo manages $14.8 billion worth of assets on behalf of more than 120 investors around the world.

About First Sentier Investors

First Sentier Investors manages more than $150 billion in assets on behalf of institutional investors, pension funds, wholesale distributors, investment platforms, financial advisers and their clients worldwide. The firm operates as a standalone global investment management business with offices across Europe, the Americas, and Asia Pacific. First Sentier Investors' expertise spans a range of asset classes and Igneo Infrastructure Partners investment sectors, focused on delivering sustainable investment success based on responsible investment principles.

Formerly known as First State Investments, the firm was acquired from the Commonwealth Bank of Australia in August 2019 by Mitsubishi UFJ Trust and Banking Corporation, a wholly-owned subsidiary of Mitsubishi UFJ Financial Group, Inc.