Delivery Dispatcher

Irving Oil•Concord, NH

2d•Onsite

About The Position

As a Delivery Dispatcher, you will coordinate and manage events that can impact the delivery driver’s day. Your goal will be to balance the delivery driver’s safety while meeting customer requirements on a daily basis. Your success will be based on providing support to delivery drivers and collaborating directly with internal and external customers.

Requirements

Strong attention to detail
Organized
Communication skills
3-5 years’ experience in dispatch or a related field, preferably in a contact center or transportation environment
Team player that can accept shared responsibility
Customer Service

Nice To Haves

Post-secondary degree or equivalent experience is an asset

Responsibilities

Receive emergency and non-emergency calls from customers and record significant information, which is used to create work orders. Calls are dispatched based on priority.
Partner with Load builders, maintain connection with both the customer and field representative in the execution of scheduled work. The Dispatcher is responsible for executing on the schedule that the Load builder creates with ongoing communication between the two roles.
Apply knowledge and application policies and procedures effectively to determine when it is a critical process and when to apply them.
Understand the Sales Processes to ensure customers are billed appropriately.
Deliver status updates and pertinent information as required to Operations Managers and various internal parties.
Bring forward and implement recommendations to optimize performance and proactively resolve issues.
Determining who will assist when required (e.g. two person jobs).
Maintain call center metrics (Average Handle Time, after call work, returned calls).
Provide guidance to CSRs and Sales Representatives regarding building codes and gas codes, details regarding the technicians' schedules, and if the company can fulfill certain types of customers’ requests.