Dispatcher

Job Description

Job Description

Description:

Position Summary:

This position is a customer facing role that handles customer calls to ensure overall customer satisfaction is achieved. The ideal candidate will have a high level of attention to detail, the ability to effectively multi-task in a fast-paced environment and demonstrate excellent problem-solving skills. This position serves as the primary communicator between Independent Contractors and customers of our organization. A sense of commitment to customer satisfaction and the ability to work well in a team environment are ideal for this position. Superior communication skills and a positive, friendly attitude are critical to succeed in this role.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer incoming phone calls from customers and Independent Contractors and enter information into company specific software system. Prioritize tasks accordingly.
• Enter orders for both routed and on demand routes, additional stops, wait time jobs and special- order requests from customers as required by department standards.
• Determine if orders can be performed as requested by the customer based upon multiple factors.
• Assign and dispatch delivery jobs.
• Monitor online dispatch board for potential issues of delayed service.
• Monitor current job acceptance log of Independent Contractors to ensure workload balance; route reassignments, as necessary, in case of breakdowns or service interruptions.
• Monitor status of time sensitive deliveries/pickups to ensure timely delivery to customer.
• Answer inbound calls from Independent Contractors and assist them, as needed, to help ensure the routes can be completed according to customers’ expectations.
• Assist with Operations Manager and other employee requests related to dispatch and route completion.
• Monitor and utilize web-based applications, tools, and reports.
• Handle customer concerns in an expeditious and professional manner; escalate unresolved issues to management, as appropriate.
• Perform day-to-day administrative tasks; i.e. email, electronic file management, etc.
• Ensure policies and procedures as defined by company are consistently followed.
• Perform other duties as assigned.

Requirements:

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills and Abilities:

• Ability to establish a high level of trust and credibility in the organization.
• Must be extremely detail oriented and able to accurately process transactions.
• Proactive and resourceful. Ability to work effectively in a fast-paced environment.
• Ability to effectively communicate verbally and in writing at all levels of the organization.
• Proficient computer skills, including but not limited to MS Word, Excel and database programs.
• Critical thinker with strong analytical skills.
• Ability to lift up to 25 pounds on occasion.
• Ability to work overtime as necessary.
• Bilingual (English-Spanish) preferred.

Education, Experience, Certificates and Licenses:

• High school diploma required, Associates Degree preferred.
• 2-3 years previous call center, customer service, records clerk, data entry, administrative, or other related office experience preferred.
• Six Sigma Green Belt Certification preferred.
• Experience with customer service principles and practices.

Core Values:

• Integrity - We establish trust through integrity, understanding that actions speak louder than words, fostering enduring relationships.
• Passion for Service - We provide service that delights our customers, is responsive to their needs, and anticipates and delivers what they value most.
• Collaboration - We leverage the strength of the broader team with the understanding that we are aligned in our corporate goals, which transcend individual achievements.
• Accountability - We hold ourselves and each other accountable to our clients, our environment, and our values.
• Innovation - We embrace change and use it to drive creative solutions, continuously seeking new ways and new answers to achieve enduring excellence.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Schedule: 3:30pm - 1:30am Wednesday through Sunday  

Onsite in Camp Hill