Dispatch Associate

Southern States Cooperative, Inc.•King William, VA

48d

About The Position

Leads daily dispatching operations for petroleum product delivery and service technicians. Plans, organizes, and effectively allocates resources and equipment to fill orders in a timely and reliable manner. Consistently demonstrates teamwork and customer service skills.

Requirements

Requires a High School Diploma or General Education Degree (GED)
Requires a minimum of one (1) year of petroleum industry experience, with transportation dispatching knowledge and/or service technician expertise (oil based heating systems/HVAC, equipment and appliances). Previous Southern States work experience a plus.
Technical knowledge of heating/cooling systems (HVAC), equipment and appliances for oil, kerosene, gasoline, diesel, and/or propane
Computer literacy to operate SSC business systems
Geographical knowledge of the service and delivery area and the ability to set and modify routes utilizing computer system, maps, and GPS equipment
Able to prioritize and apply organizational skills
Able to utilize interpersonal skills for customer sales and service and to build team relationships
Able to communicate technical information
Able to perform effectively as an integral member of the team
Able to follow safety, quality control and operating procedures at all times
Able to add, subtract, multiply, divide and calculate percentages in all units of measure, using whole numbers, common fractions and decimals
Able to operate a forklift, handcart and other industrial equipment including fuel terminals and pumps
Able to complete paperwork, reports, documentation, and email communication in a legible, organized, and timely manner
Able to speak, read, write the English language in a proficient manner
Able to work extended hours to meet business demands

Nice To Haves

Previous Southern States work experience a plus.
License in HVAC, Liquid Propane Gas Fitter or related trade
Petroleum and/or Propane Certification (or ability to obtain)
Commercial Driver's License (Class C or Class B)
Hazardous Materials and/or Tanker Endorsement (or ability to obtain)

Responsibilities

Answer customer telephone calls for fuel delivery and equipment service. Ask questions to determine product needs, clarify equipment and repair concerns, and determine urgency. Provide product and service information to customers, including retail pricing. Effectively utilize customer relations skills to present SSC in a positive and professional manner. May handle escalated customer concerns and inquiries.
Accurately operate computer system to handle all facets of business at the location. May include creating new customers accounts. Handling issues for skipped deliveries, adding deliveries to dispatched routes and other items that occur. Maintain customer, tank and regulator records.
Organize fuel delivery by geographic area, degree days, Julian and product supply. Utilize routing system to maximize efficient delivery routes. Assign drivers based to ensure even distribution of workload and DOT compliance. Work to minimize overtime. Fuels may include heating oil, kerosene, gasoline, diesel, and/or propane, depending upon location.
Organize service tickets by geographic area or use of system routing. Prioritize repair, maintenance, or installation work. Assess the availability of parts and related equipment. Monitor service truck inventory levels. Assign service technicians based on even distribution of workload and appropriate service skills. Work to minimize overtime.
Continuously communicate via computer system, telephone, radio, and in-person with petroleum drivers, service technicians, and facility team members regarding daily fuel delivery and service dispatching. Obtain and process updates regarding schedule, job progress, account issues, supply of fuel products, availability of materials, and other critical factors.
Assist walk-in customers with sales of fuel products. Utilize proper material handling techniques and equipment, such as handcart, forklift, and/or front end loader.
Check-in drivers and service technicians at the end of the shift. Review driving/service log when applicable, verify account payments and process invoices. Ensure documentation and records are completed in a legible and accurate manner.
Provide training and coaching to new petroleum drivers and service technicians. Communicate technical information in a clear and concise manner. Demonstrate how to accurately complete documentation and customer tickets. Explain delivery routes. Discuss customer service expectations, payment collection, and identifying opportunities to obtain new and recurring orders.
Depending upon location, may operate terminal and dispense fuel for loading. Utilize load hose, meters, gauges, and terminal controls for bulk fuel loading (top load and bottom load) according to facility operating procedures.
Assist facility leadership with preparing and maintaining retail prices.
Participate in specialized training, certification courses, and/or meetings as requested. Learn and develop techniques to enhance job performance and to stay current on industry safety and operational standards.
Maintain a clean and orderly work area by keeping tools, equipment and supplies in proper places. Minimize waste and properly dispose of waste material. Perform all related cleaning of equipment and work areas according to Housekeeping Plan and SSC procedures.
Perform work safely as to not cause harm to yourself, customers and property, co-workers, equipment, or inventory. Utilize Personal Protective Equipment (PPE) as required. Operate all equipment and vehicles according to SSC policy and government regulations. Comply with OSHA regulations, Southern States Environmental Health and Safety (EHS) standards, work rules and policies.
Perform all other job functions as assigned.