Terminal Dispatcher

Description

At USPack, we know our people set us apart and we do everything we can to invest in them and help them grow every day!

We don’t put people in jobs, we work with them to develop long-term career paths that are rewarding, challenging, and fulfilling. We’ve built an inclusive culture where everyone has a voice and a sense of belonging. We work together, we play together, and we succeed together! 

The Terminal Dispatcher position handles customer calls to ensure overall customer satisfaction is achieved. The ideal candidate will have a high level of attention to detail, the ability to effectively multi-task in a fast-paced environment and demonstrate excellent problem-solving skills. This position serves as the primary communicator between Independent Contractors and customers of our organization. A sense of commitment to customer satisfaction and the ability to work well in a team environment is ideal for this position. Superior communication skills and a positive, friendly attitude are critical to succeed in this role.

Essential Duties and Responsibilities: 

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Answer incoming phone calls from customers and Independent Contractors and enter information into a company-specific software system. Prioritize tasks accordingly.

• Enter orders      for both routed and on-demand routes, additional stops, wait for time      jobs, and special-order requests from customers as required by department      standards.
• Determine if      orders can be performed as requested by the customer based upon multiple      factors.
• Assign and      dispatch delivery jobs.
• Monitor online      dispatch board for potential issues of delayed service.
• Monitor      current job acceptance log of Independent Contractors to ensure workload balance,      route reassignments, as necessary, in case of breakdowns or service      interruptions.
• Monitor status      of time-sensitive deliveries/pickups to ensure timely delivery to      customers.
• Answer inbound      calls from Independent Contractors and assist them, as needed, to help      ensure the routes can be completed according to customers’ expectations.
• Assist with      Operations Manager and other employee requests related to dispatch and      route completion.
• Monitor and      utilize web-based applications, tools, and reports.
• Handle      customer concerns in an expeditious and professional manner; escalate      unresolved issues to management, as appropriate.
• Perform      day-to-day administrative tasks; i.e. email, electronic file management,      etc.
• Ensure      policies and procedures as defined by the company are consistently      followed.
• Perform other      duties as assigned.

Requirements

Passion for Service - Collaboration - Accountability - Adaptability - Responsiveness - Respect 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Knowledge, Skills, and Abilities:

• Ability to      establish a high level of trust and credibility in the organization.
• Must be      extremely detail-oriented and able to accurately process transactions.
• Proactive and resourceful.      Ability to work effectively in a fast-paced environment.
• Ability to      effectively communicate verbally and in writing at all levels of the      organization.
• Proficient      computer skills, including but not limited to MS Word, Excel, and database      programs.
• Critical      thinker with strong analytical skills.
• Ability to      lift up to 25 pounds on occasion.
• Ability to      work overtime as necessary.
• Bilingual      (English-Spanish) preferred.

Education, Experience, Certificates, and Licenses:

• High school      diploma required; Associates Degree preferred.
• 2-3 years      previous call center, customer service, records clerk, data entry,      administrative, or other related office experience preferred.
• Experience      with customer service principles and practices.

USPack's Benefits include:

• Medical,      Dental, Vision benefits
• 401K Plan
• PTO
• Paid Holidays

Shift Days: Monday through Wednesday, Saturday and Sunday

Shift Hours: 10:00PM-6:00AM

Job-type: Full-time

Pay Rate: up to $18.00 per hour