A 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. The dispatcher will use GFL proprietary software to enter ticket information and track productivity.
Key Responsibilities: 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. Perform driver check-ins at day's end to ensure complete and accurate paperwork completion. Distribute, collect and review route sheets for proper day's end data entry. Ensure coordination with other departments, clarifying roles and responsibilities for resolving service issues. May perform some additional responsibilities as assigned by the Operations Manager. Interacts with customers, customer service department, sales, & Operations staff reporting to Operations Manager. Works with routing specialists to optimize routes. Fields incoming calls/emails from customers. Troubleshoots 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. Records and documents information from drivers and distributes to appropriate departments. Communicates with maintenance shop personnel. Must be able to communicate effectively and professionally via email, telephone and two-way devices. Knowledge, Skills, Abilities and Competencies: 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. Proven ability to multi-task & ability to prioritize tasks. Proficient in MS Outlook, Excel, Word. Knowledge of industry an asset. Advanced skill level with software applications and word processing accuracy including adequate typing speed. Required to work extended hours including occasional weekends. Possess TRUX experience but not mandatory; if not, possess desire and ability to learn TRUX system, needs to possess advanced computer skills. Additional or specialized training in transportation, logistics, or similar area of study; customer service experience in a call center environment. We thank you for your interest. Only those selected for an interview will be contacted.
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