Job Order Detail

Description

The Opportunity
A Customer Service Representative / Dispatcher is required to communicate with drivers to assist with problem resolution while on route.  Furthermore, handling incoming service orders, directs drivers, and resolves service issues.  Interacts with customers, including customer service, sales, and operational staff.  Provide customer support to our various business units.  Going above and beyond to give extraordinary customer service is essential to your success in this role.

Job Duties
Schedule service and satisfy customer needs for service changes. Ensure that service is completed in accordance with established policies
Dispatch calls to routes based upon designated route and driver location
Answers telephone calls requesting pick-ups for customers and creating the subsequent work orders, or transferring calls to other departments as needed
Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
Perform driver check-ins at days end to ensure complete and accurate paperwork completion
Distribute, collect and review route sheets for proper days end data entry
Ensure coordination with other departments, clarifying roles and responsibilities for resolving service issues.
Trouble shoots and resolves potential delivery and pickup problems before they result in service issues
Assists in determining daily level of driver staffing to provide best mix of responsiveness and productivity

Requirements
Completion of high school. Post-secondary courses or diploma would be considered an asset
1-2 years in a transportation, dispatch or customer service role
Strong communication and interpersonal skills
Strong customer focus
Ability to multi-task & ability to prioritize tasks
Proficient in MS Outlook, Excel, Word
Required to work extended hours including occasional weekends
Take ownership of a task and see it to completion
Outstanding attention to detail