SUMMARY
Customer Service team members are responsible for interactions with new and existing customers. Successful team members will efficiently intake delivery information and thoroughly assist with customer questions and needs. This role will also serve some administrative functions for the business owner, such as accounting audits, customer pre-billing order audits, business development material preparation and more. This role provides a well-rounded opportunity to work with a small office team and to work closely with the business ownership to drive the success of the business.
This role will also serve some delivery dispatching functions. Dispatchers are responsible for assigning all client orders to independent contract drivers throughout the Atlanta Metro area. Successful dispatchers will be able assign client orders efficiently, by considering client delivery times, driver vehicle load capacity, driver proximity to pick up, and by assigning orders in a manner which minimizes deadhead mileage or downtime. Dispatchers will be alternating between dispatching, communicating with independent contract drivers/Owner Operators, and resolving client requests. This position will require afterhours and weekend on-call operations on a rotating schedule, typically encompassing one to two weekends per month. This position will on occasion perform deliveries in a company delivery vehicle if necessary to meet customer needs.
ESSENTIAL DUTIES
· Answer customer calls and intake delivery order information and customer requests.
· Communicate with contractors to ensure customer requirements are met.
· Assigns drivers to client delivery orders and monitors driver activity to best meet specified pickup and delivery schedule.
· Contacts and communicates with drivers via phone and delivery app.
· Monitors the progress of delivery routes from pick up to delivery sites.
· Re-routes contract drivers as needed to ensure on-time pick-up and delivery.
· Maintains proficiency in using computer tools, driver tracking tool and other common office equipment and software.
· Communicate necessary actions with contract driver for delivery related issues as they may arise.
· May be required work as a driver and pick-up or deliver packages as business needs require. Valid Driver’s License preferred.
· Updates customers regarding estimated delivery or pick-up time (ETA) or notification of late deliveries.
· Provides timely customer service problem resolution, complete customer review for all late deliveries or outstanding issues.
· Provides real time follow-up with clients when requested.
· Maintains BOL, paperwork, COD’s and Manifests as required.
· Takes inbound calls as necessary, routes call internally to sales, billing or other internal staff as needed.
· Contributes to the team effort by completing other tasks/projects as needed.
QUALIFICATIONS/REQUIREMENTS
- High school diploma or equivalent preferred.
- 1+ year Customer Service or Dispatch experience required.
- Intermediate computer skills including Microsoft Office; especially Word, Excel, and Outlook.
- Excellent interpersonal skills including the ability to interact effectively and professionally with individuals at all levels; both internal and external.
- Exercises sound judgment in responding to inquiries; understands when to route inquiries to next level.
- Self-motivated with strong organizational skills and superior attention to detail.
- Must be able to manage multiple tasks/projects simultaneously within inflexible time frames. Ability to adapt to frequent priority changes.
- Team player that develops strong collaborative working relationships with internal partners and can effectively engage and build consensus among cross-functional teams.
- Strong problem solving and conflict resolution skills.
- Valid Driver's License and Clean Driving record preferred.
Job Type: Full-time
Benefits:
Schedule:
- Monday to Friday
- On call
- Weekends as needed
Application Question(s):
- Will you be able to work after-hours and some weekends on a shared rotating schedule, using a company cell phone and laptop?
Experience:
- Dispatching: 1 year (Required)
Work Location: In person