Dispatcher

RWB Thrift•Clinton Township, MI

About The Position

M&M Management is seeking a reliable and organized Dispatcher to coordinate drivers, schedules, and pickup requests. The role connects customers, donors, and corporate partners with staff, balancing incoming calls, pickup scheduling, and support for drivers in the field. The Dispatcher also serves as a customer service liaison, helping create a positive first impression and responding to inquiries. The position involves coordinating pickup requests with the Head Driver, keeping customers and drivers informed, resolving concerns, and ensuring information flows between customers, drivers, and store personnel. The Dispatcher also uses dispatching software and communication equipment, maintains accurate records, provides administrative support to store leadership, conducts product research for pricers as needed, and shares observations about driver performance with leadership. The work takes place in a consistently busy, noisy, and brightly lit environment with regular interactions among customers, donors, and coworkers. Employees may be asked to switch tasks and work in different areas based on operational needs. The role requires prolonged periods of sitting, typing, and computer use, as well as effective communication and attention to safety.

Requirements

Strong organizational and time management skills.
Excellent communication and customer service skills.
Ability to work independently and as part of a team.
Effective verbal and written communication skills.
Ability to prioritize multiple responsibilities and perform them simultaneously.
Ability to work effectively in a fast-paced, busy, noisy, and brightly lit environment.
Regular and punctual attendance and dependable fulfillment of professional obligations.
Adherence to safety guidelines and protocols.
Ability to use hands and fingers frequently for typing, writing, and handling office equipment.
Ability to communicate in English verbally and in writing when needed to understand instructions and interact with people who primarily use English.

Nice To Haves

Previous experience in dispatching, logistics, or a related field.
High school diploma or GED.

Responsibilities

Handle incoming calls from customers, donors, and corporate partners professionally and courteously, providing information and assistance.
Facilitate communication between customers and donation pickup drivers, including scheduling and responding to pickup-related inquiries, concerns, and requests.
Coordinate pickup requests in partnership with the Head Driver, communicating promptly and accurately with customers and drivers.
Provide drivers with essential information and updates throughout their assignments.
Resolve customer issues and concerns promptly and effectively to support customer satisfaction.
Manage call traffic, dispatch requests, and customer inquiries simultaneously while maintaining professionalism and attention to detail.
Serve as the central communication point for the thrift store, ensuring information flows between customers, drivers, and store personnel.
Make timely decisions and use problem-solving judgment to resolve issues.
Use dispatching software and communication equipment to streamline operations and maintain accurate records.
Provide administrative support to the store leadership team as needed.
Conduct product research to support the team of pricers as needed.
Provide leadership with timely feedback and observations about drivers’ performance, including adherence to lunch break policies.