Dispatcher - 2nd Shift

Wawa, Inc.

76d

About The Position

The Dispatcher will assist in supervising the drivers and routing activities to achieve maximum efficiency of both the drivers and the equipment. This position is crucial in ensuring that deliveries are made efficiently and effectively while maintaining high standards of customer service and compliance with regulations.

Requirements

• Bachelor Degree preferred.
• Thorough understanding of Federal D.O.T. regulations and their application.
• Prior experience working with a collective bargaining unit.
• Working knowledge of computers; Experience with SAP, Roadshow and Xatanet/XRS or other automated routing package preferred.

Responsibilities

• Route stores and wholesale accounts with the help of a computer routing system; manually review and adjust suggested routes to achieve maximum efficiency of drivers and equipment.
• Answer phones and handle additions to loads and specials for stores and wholesale accounts; enter into SAP and assure that invoices are generated prior to driver departure.
• Check on driver reported order discrepancies at dispatch time and correct if necessary.
• Record and report problems for further follow-up.
• Assign drivers to routes daily; assist in supervising drivers reporting to or being called into work on his/her shift.
• Resolve delivery problems with customers or drivers.
• Review delivery and driver activity within the XRS system; address problems and escalate for further action when necessary.
• Maintain driver attendance records.
• Work with supervisors on Roadshow routing and ensuring accuracy of driver logs and trip information, along with hours of service, on a daily basis through XRS.
• Maintain supply of drivers/truck needs such as hand trucks, seals, gate passes, etc.
• Coach and mentor drivers on policies, procedures and direction on a daily basis.
• Document all coaching and training session with the drivers.
• Develop and maintain standard operating procedures for all tasks within the department.
• Investigate any accidents while on shift; take corrective or disciplinary action immediately if required.
• Assure driver is sent for regulatory tests required.
• Forward follow-up instructions and requirements as required to next shift of Dispatch in order to maintain smooth-running operation.
• Communicate late loads, load problems, etc., to Stores, Wawa Direct, Help Desk, and/or all impacted departments.
• Prioritize best food safety practices by following all processes and procedures and report any food safety issues to the supervisor or manager.
• Comply with all Wawa GMPs, policies and procedures.
• Act as a representative of the Wawa brand as the central point of contact for all customers to provide extraordinary customer service experiences with each contact.
• Ensure compliance with the Wawa Values by effectively managing conflict, handling critical escalations and providing outstanding service for our customers.
• Provide world-class customer service to internal and external customers by resolving 85% of all customer service issues on first contact and 92% of associate contacts at first level.
• Troubleshoot and resolve all Wawa Direct customer issues such as, refrigeration equipment, pricing, delivery quantity, order fulfillment, damage, driver issue to reduce unnecessary call transfers to Wawa Direct supervision.
• Perform other duties as assigned.

Benefits

• Employee Stock Ownership Plan (ESOP)
• Tuition Reimbursement
• 401(k) Plan
• Medical/Dental/Prescription Coverage
• Flexible Spending Accounts (Health Care & Dependent Care)
• Employee Assistance & Wellness Programs
• Employee Credit Union
• Paid Time Off
• Employee Resource Groups

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees