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Job Title: Dispatcher
Job Summary:
We are seeking a reliable and organized Dispatcher to manage the scheduling, coordination, and communication of transportation or service operations. The Dispatcher will be responsible for efficiently routing drivers, technicians, or field personnel, ensuring timely delivery of services, and maintaining clear communication between teams, customers, and management. The ideal candidate will be detail-oriented, calm under pressure, and able to handle a fast-paced environment while providing exceptional customer service.
Key Responsibilities:
- Routing & Scheduling:
- Plan and schedule daily routes for drivers, technicians, or service personnel to optimize efficiency and ensure timely service delivery.
- Assign jobs or deliveries to appropriate personnel based on location, priority, and availability.
- Monitor real-time updates on deliveries or service calls to make adjustments as needed.
- Communication & Coordination:
- Maintain clear and consistent communication with field personnel to ensure they have the necessary information to complete their tasks.
- Serve as the primary point of contact for field teams and customers, handling inquiries, providing updates, and resolving issues as they arise.
- Coordinate with customers, vendors, and other departments to ensure smooth service delivery and resolve any scheduling conflicts.
- Monitoring Operations:
- Track the location and status of vehicles or personnel throughout the day to ensure timely service and prevent delays.
- Respond to any unexpected delays, accidents, or service interruptions by adjusting schedules and dispatching additional resources as needed.
- Ensure compliance with all relevant regulations, company policies, and safety standards during operations.
- Data Entry & Recordkeeping:
- Maintain accurate and up-to-date records of dispatch activities, including schedules, job assignments, delivery times, and service completion.
- Enter data into scheduling or routing software systems and ensure that all information is accurate and accessible to relevant teams.
- Prepare and submit daily, weekly, or monthly reports on dispatch activities, including delays, service issues, and operational efficiencies.
- Problem-Solving & Issue Resolution:
- Quickly identify and address any issues that arise during operations, such as delays, missed appointments, or communication breakdowns.
- Work with drivers, technicians, and other personnel to find solutions to unexpected problems, ensuring that service levels are maintained.
- Handle customer complaints or concerns with professionalism, offering timely and effective resolutions.
- Customer Service:
- Provide excellent customer service by offering timely updates and resolving customer inquiries related to scheduling, deliveries, or service issues.
- Follow up with customers to ensure satisfaction and to address any concerns post-service.
- Safety & Compliance:
- Ensure that all dispatched personnel adhere to company safety protocols, traffic regulations, and industry standards.
- Monitor service vehicles for proper maintenance and ensure compliance with regulations regarding equipment and vehicle inspections.
Qualifications:
- Education:
- High school diploma or GED required; additional certifications in logistics or transportation management are a plus.
- Experience:
- Previous experience in dispatching, logistics, or a customer service role is preferred but not required.
- Experience with scheduling software, fleet management systems, or route planning tools is an advantage.
- Skills:
- Strong communication skills, both verbal and written, with the ability to communicate effectively under pressure.
- Good organizational skills with the ability to handle multiple tasks simultaneously.
- Ability to make quick decisions and solve problems in real-time.
- Basic computer skills, including proficiency in using Microsoft Office and dispatch software.
- Knowledge of geographic areas and routes is helpful.
- Soft Skills:
- Strong attention to detail and accuracy in scheduling and record-keeping.
- Ability to remain calm and focused during stressful situations or high-pressure scenarios.
- A proactive attitude with the ability to anticipate needs and adjust schedules accordingly.
- Excellent interpersonal skills and a customer-oriented mindset.
Working Conditions:
- Full-time position with standard working hours (typically Monday to Friday), although flexibility may be required depending on operational needs.
- Shift work may be required for 24/7 operations (e.g., for trucking, emergency services, or other industries with round-the-clock needs).
- Office-based or remote work options depend on the nature of the operation (e.g., field service dispatching may require in-office presence).
- The role may require occasional on-call availability or working outside of regular hours during peak times or emergencies.
