JOB TITLE: DispatcherREPORTS TO: Service Center Manager / Operations ManagerOVERVIEW OF ROLE: To ensure the customer is always serviced first by coordinating effective pickup and delivery operations. To support growth and generate aprofit through the implementation and support of the service center plan.DUTIES AND RESPONSIBILITIES:
- Plan and direct pickup and delivery of freight in line with our intent of always servicing the customer first. Use the WEIMS Inbound Planning System in harmony with Computerized Dispatch System to prepare routes and dispatch local P & D drivers.
- Ensure all freight is out for delivery according to service standards and customer requirements.
- Effectively manage P & D drivers and communicate with them about pickup and delivery status of freight, existing capacity on their trailer, delivery problems/concerns, etc. using appropriate communication devices as provided by the company.
- Coordinate amount of manpower hours and staffing required to run an efficient P & D operation in order to meet service center goals in the areas of MPI Performance, missed pickups and on-time service.
- Oversee the proper completion of driver delivery manifest, shipper bill of lading and Ward delivery receipt paperwork.
- Responsible for claim free handling of freight and training P & D drivers on the same. This includes training on how to load/unload trailers ensuring freight is properly positioned and balanced to achieve PCIR goals.
- Handle phone calls from customers in accordance with Ward's telephone etiquette and customer service standards. Assist service center office staff with customer service phone calls regarding scheduling appointment freight, tracing, customer problem resolution, etc.
- Support both Operations and Sales efforts within the service center as well as across service center lines.
- Responsible for holding effective weekly driver meetings.
- Responsible for training, coaching, motivating and monitoring P & D drivers. This includes the selection process for new hires, administering discipline and determination in terminating employees. Works closely with Service Center Manager or Operation Manager and Human Resources to ensure compliance with company policy and external regulations.
- Responsible for driver safety and ensuring training is provided to drivers on safety standards and compliance to federal HAZMAT regulations as well as DER, EPA and OSHA compliance. Work closely with Safety Department maintaining adequate scores on Safety audit.
- Responsible for ensuring training is provided for new drivers in a timely manner.
- Prepare for and adhere to the dispatch section of the Operations audit.
- Perform an equipment check daily.
- Communicate with Sales team members providing them with important customer information. Use Problem Log and CPIS to better service customers.
- Work closely with Safety Department and Human Resources Department to ensure compliance with company policy and external regulations.
- Ensure the work environment within the service center is customer focused, positive and based on trust and respect thus ensuring we maintain at a non-union status at the service center.
Job Requirements: REQUIREMENTS:
- Three to five years working experience in the motor carrier industry preferred, including knowledge of operations, clerical procedures, and DOT and HAZMAT regulations.
- Must have basic understanding of customer service and desire to support Ward's quest to always service the customer first.
- Must be physically able to walk the dock and in trailers on surfaces that may be slippery and wet at times, be able to move freight with or without aid of freight handling equipment, be able to bend, twist, climb and move about in small spaces, and able to lift and reach objects.
- Must have previous management experience and ability to work well with and direct others.
- Must possess strong communication and leadership skills with the ability to foster open, honest two-way communication both internally and externally. Must be organized and able to work with PC.
- Must be able to work hours as required and travel if necessary.
This job description does not necessarily represent an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the job, management reserves the right to revise the job or to require that other or different tasks be performed as circumstances change.