Job details
Job type part-time
Full job description
Note:
This is a part-time - night and weekend positionWork from home: new hampshire based only!
Position summary:
Coordinates night and weekend dispatching, inventory, billing, payroll and productivity to ensure a high level of customer satisfaction and an efficient, profitable departmentEnsures the timely, safe and efficient delivery of petroleum products utilizing a computerized dispatching systemCoordinates service work as requested and needed from customerThis position effectively communicates with customers, schedules trucks, drivers, technicians, and monitors delivery progressThis is done in support of the dead river company brand promise, customer guarantees and pledges and co-worker guarantees and pledges.
Essential functions:
Courteously answers the phone, recording customer orders and information, or resolving customer problemsEnsures correct customer information when taking a phone orderProactively communicates back to customer:
If a delivery cannot be made or completed
To resolve after hours service requests
Acts as the primary communication link with all technicians and driversMonitors all technicians and driver’s progress in completing work/routes and ensures that technicians/drivers stay on track/route.
Assigns same-day tickets and wo’s to appropriate market.
Communicates with delivery center, ddm and service departments the following:
Customer non-urgent requests
Coordination of wo’s, deliveries and follow up communication as needed
Completes night dispatch tracking log
Manages communication and scheduling with answering service
Resolves credit issues (cod customers) by communicating with
Dcm/ddm/asm and sm who works with credit to resolve the issueRelays information back to the driver or technician for appropriate delivery/service and/or collection.
Reviews and seeks to improve key metrics (throughput, delivery defects, safety)
Participates in annual market performance goals.
Other tasks:
Performs other work-related duties as assigned.
Other attributes required:
Strong communication and interpersonal skills
Planning and scheduling skills
Ability to work in a team environment
Analytical skills
Technology/computer skills
Ability to hold others accountable
A commitment to exceptional customer relations
Education:
A high school education or equivalent is preferred.
Contacts:
Night and weekend dispatchers frequently deal with customers, other employees (technicians, drivers, and office personnel), the dcm, ddm, service manager, and delivery center personnel.
Experience:
Although no experience is necessary, some understanding of petroleum products, equipment and basic service is beneficial.
Certification and testing:
No licensing or testing is required for this position.
Equipment used:
Normal office equipment is utilized including a computer terminal, personal computer, calculator, copier, fax machine, and telephone.
Decisions made:
This night and weekend dispatcher must determine technicians and drivers need to respond to emergency callsRoutine cleanings and maintenance scheduling decisions, emergent delivery calls are made by the dispatcherMore complex scheduling is made in consultation with the service manager/delivery managerThe night and weekend dispatcher handles customer complaints and service/delivery related issuesIssues that cannot be satisfactorily resolved are referred to the service manager/delivery manager.
Safety considerations:
Safety considerations relate to proper ergonomics in an office setting including proper work station and computer terminal setup.
Work environment:
Most of the work is performed in an office setting with controlled temperaturesThe heating season is typically faster paced than the rest of the year.
Physical requirements analysis:
The position requires frequent sitting with occasional standing and walking
There is frequent use of the fingers to write, input data into a computer system, and handle paperwork
There is frequent communication involving both speaking and listening
Weight or force moved:
There is rarely a need to lift or move an object weighing more than 10 poundsAssistance is available for lifting heavier items.
