Ll Support (Dispatch)

POSITION OVERVIEW:

The Dispatch position is responsible for managing a fleet of accounts and ensuring that clients routes within that fleet are completed timely and accurately. This position is the primary communicator between clients and couriers.

JOB RESPONSIBILITIES:

· Answer and dispatch incoming calls from clients to couriers and enter information into courier software system.

· Assign and dispatch all will calls and STAT’s.

· Monitor online dispatch board for potential issues.

· Add, change or delete scheduled stops in planning.

· Research and resolve client issues quickly and accurately.

· Communicate unresolved client issues to direct supervisor immediately.

· Monitor status of deliveries and pickups to ensure timely delivery to client.

· Assist couriers as needed to help ensure routes are completed to client expectations.

· Review route sheets for accuracy.

· Negotiate courier payout.

· Monitor and utilize web-based applications, tools, and reports.

· Ensure policies and procedures as defined by clients and the company are being met.

· Prepare SOP for each account; shift turnover.

· Perform other duties as assigned.

REQUIRED SKILLS:

• Effective communicator, both written and oral.
• Excellent interpersonal and customer service skills.
• Team oriented environment.
• Strong problem solving skills and attention to detail.
• Ability to multi-task in a fast paced environment.
• Proficient in Microsoft Office or related software.

EDUCATION AND EXPERIENCE:

• Some college or college degree in business, logistics or related field preferred.
• 3+ years of customer service experience required.
• Courier software experience a plus.

PHYSICAL REQUIREMENTS:

• Prolonged sitting at a desk.
• Heavy communication via phone and email.
• Ability to lift up to 15 lbs at a time.