DISPATCHER

Position Summary

The Dispatcher will be directly responsible for assisting with the daily planning and dispatching of local equipment in a safe and efficient manner to maximize manpower and equipment usage, providing optimal customer satisfaction.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Assists with the daily planning and scheduling of the local fleet to optimize equipment and manpower usage.
• Works closely with Manager to coordinate daily workflows to maximize productivity.
• Interfaces with customers and drivers to ensure prompt deliveries of shipments, promoting maximum customer satisfaction.
• Updates order status information in the computer system regarding the local fleet to ensure accurate and up-to-date information.
• Provides assistance by telephone to customers, contractors and business partners.
• Provides excellent customer service at all times.
• Handling customer complaints and concerns in a professional manner.
• Communicates with customers when necessary to advise them of delays and or updates.
• Processes changes or cancellations to delivery orders.
• Proactively monitors progress of delivery routes.
• Other duties may be assigned to meet business needs.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or GED is required
• Strong customer service skills; ability to diffuse client frustrations
• Ability to communicate in a professional/courteous manner
• Exceptional attention to detail
• Clear and concise verbal and written communications skills
• Ability to follow written and verbal instructions
• Ability to work in and handle stressful situations & high volume of phone calls
• Experience working with personal computers and business applications is required
• One year experience in a customer service environment is strongly desired

Physical Demands and Work Environment

• Prolonged periods of sitting and working at a computer.
• Frequent use of a telephone, keyboard, mouse, and other standard office equipment.
• Ability to communicate effectively with customers, drivers, and coworkers.
• Occasionally required to stand, walk, bend, reach, and move throughout the workplace.
• May occasionally be required to lift or move items weighing up to 20 pounds.
• Work is primarily performed in an office or dispatch environment.
• Regular interaction with drivers, customers, and other personnel via telephone, email, and in person.
• Position requires the ability to manage multiple priorities, frequent interruptions, and time-sensitive situations in a fast-paced environment.
• Work schedules may vary based on operational needs, including occasional overtime.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Prolonged periods standing and up to four hours per shift sitting and working on a computer. Must be able to lift up to 50 pounds. Must be able to traverse facility on unforgiving surfaces. Must be able to work in hot and cold climates and in an environment with many noises and odors.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.