Logistics Analyst (Dispatcher)

Republic Services•Durham, NC

2d•Onsite

About The Position

A Logistics Analyst is responsible for the coordination and oversight of drivers, trucks, and containers to create capacity, maximize productivity and ensure prompt, courteous and efficient service to all customers. Additional responsibilities include the oversight of safety, customer experience, and productivity. The role involves analyzing daily route information, implementing changes to optimize routing, and responding to same-day changes or next-day planning to meet customer service needs. The analyst will also manage driver safety, collect and interpret logistics data, communicate with drivers, and evaluate driver performance. Understanding route sequencing, responding to missed pickups, and creating routes with maximized capacity are key functions. The analyst must be able to anticipate and adjust to unexpected situations and collaborate with the Operations Manager on disposal plans. Determining if service requests can be pulled forward to drive efficiency while providing excellent customer experience is also part of the role. The position requires courteous interaction with customers, ensuring routes are designed for driver safety and efficiency, and prioritizing customer promises. Daily call center communication updates, continuous assessment, and communication to reduce missed pickups and improve communication channels are essential. Evaluating route issues that may cause delays, communicating with impacted customers, and reviewing routing media for service exceptions are also required to ensure the highest level of customer satisfaction.

Requirements

Analytical and problem-solving skills.
Strong written and verbal communication skills.
Ability to work in a fast-paced environment with rapidly changing priorities.
Skillful with Microsoft Office Suite or similar software.
Ability to understand and execute time-sensitive tasks.
Experience in a customer-facing position.

Nice To Haves

Two years of prior experience working in a Dispatcher or similar leadership role preferred.

Responsibilities

Ensure compliance with all required safety policies and procedures.
Analyze daily route information and implement changes to daily routing to ensure efficient, proactive, and immediate improvements to route standardization, efficiency and accuracy using the internal routing platform.
Use routing system visibility and flexibility to analyze and respond to same day changes or next day planning for the service needs of our customers to ensure on-route efficiencies and improve route design by identifying patterns and improvement areas.
Ensure all routes are closed on time by verifying the data for accuracy and making the close route process durable.
Quickly and proactively evaluate and resolve problems that may arise while trucks and drivers are in transit.
Proactively manage driver safety and security of Company assets and provide direction to drivers.
Collect, interpret, and analyze various types of logistics data including inventory, asset reliability, and other route data to make decisions that increase overall routing accuracy.
Be in constant communication with drivers to evaluate route progress and make sure they have all necessary information.
Evaluate and escalate driver performance issues or concerns for resolution.
Understand route sequencing to drive efficiency.
Respond to missed pickups and service commitments by scheduling customers accordingly.
Evaluate and educate drivers regarding missed pickups and develop strategies to avoid any future missed pickup failures.
Create routes with maximized capacity and review loads per driver per day goals to maximize profitability.
Monitor daily routing activities and resolve issues to ensure pickup and delivery is on time.
Evaluate and assess need for swing routes and verify all swing opportunities have been identified.
Analyze trends in swing percentage to identify improvement opportunities.
Ability to expect the unexpected and monitor and adjust today and tomorrow’s plans throughout the day.
Understand daily disposal plans to help identify optimal disposal sites for each load to hold drivers accountable to adhering to the assigned disposal sites.
Meet to discuss disposal plans and recommendations with the Operations Manager and make updates if any intercompany or 3rd party changes occur.
Determine if service requests can be pulled forward to drive efficiency while also providing the best experience for our customers.
Perform other job-related duties as assigned.
Courteously interact with customers, as required.
Ensure routes are set up in a way that allows drivers to be safe, successful, and efficient.
Analyze and prioritize the promises that we make to customers to ensure that these customers are serviced, and our promises are kept.
Update Call Center communication daily.
Continuously assess and communicate to reduce missed pickups and improve the communication channel between the division and the customers.
Evaluate route issues that may cause delays and utilize the tools available to communicate to the impacted customers.
Continually review routing media to process service exceptions/general messages/extra services information in order to meet the customer’s needs.
Ensure the highest level of customer satisfaction by adhering to and executing our universal service commitments.