Dispatcher - 2nd Shift

Wawa, Inc.

2d•Onsite

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 role involves managing daily routing, handling customer inquiries, resolving delivery issues, and ensuring compliance with regulations and company policies. The Dispatcher acts as a key point of contact for drivers and customers, providing extraordinary customer service and representing the Wawa brand.

Requirements

Ability to work well individually as well as in a team environment
Excellent oral and written communication skills
Excellent customer service skills
Ability to work with little or no supervision
Detail oriented and strong organizational skills
Strong analytical and problem solving skills
Ability to handle multiple projects
Excellent interpersonal skills
Proven self-starter with demonstrated ability to make decisions
Solid leadership skills
Ability to work flexible shifts and hours as necessary
Thorough understanding of Federal D.O.T. regulations and their application
Prior experience working with a collective bargaining unit
Working knowledge of computers

Nice To Haves

Bachelor Degree preferred
Experience with SAP, Roadshow and Verizon Connect 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. This includes discipline for union associates depending on circumstances of the incident.
Resolve delivery problems with customers or drivers.
Review delivery and driver activity within the Verizon Connect 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 Verizon Connect.
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.