Director of Dispatching

Job Description
Job description
Dispatch managers are also responsible for filing receipts and sales tax reports to make sure customers are charged correctly for their purchases.

They interact with customers and make sure they are happy with their purchases.

Dispatch managers stay on the phone while employees in their department finish tasks and report to their shift supervisor.

They create customer service survey forms and use them to measure the satisfaction of each customer on a daily basis.

It is also their duty to ensure that customers are satisfied with their service provider and have a sense of loyalty to that specific outlet.

Dispatch managers' duties also entail measuring the quality of customer service provided by their employees by compiling customer service surveys to ensure accurate information.

• Provide leadership and guidance to the dispatch team
• Monitor and report dispatch department performance statistics.
• Provide oversight for carrier scheduling and routing software implementation, including managing any necessary updates to ensure compliance with contract requirements
• Develop new programs as needed, such as shipment tracking solutions in coordination with accounting, analysis of system performance metrics, etc.
• Evaluate systems vendors, equipment providers (common carrier phone line providers), or other suppliers to assess potential impact on service level agreements
• Ensure that all dispatchers receive adequate training
• Maintain optimum use of the department's system equipment, including replacing or upgrading as appropriate
• Establish, monitor, and implement procedures for evaluating performance of employees
• Mediate problems and disputes between dispatch/route service personnel and customers as needed
• Ensure that department personnel adhere to all company policies concerning ethics, legal compliance, safety, customer service and environmental protection standards.
• Coordinate any necessary disciplinary action with the company's human resources department
• Ensure that the routing team has adequate hazard insurance to cover liability claims related to negligence or wrongful acts
• Oversee the routing team to resolve problems that may arise and ensure proper operation of the equipment used to schedule automotive carriers
• Ensure that all equipment is properly maintained and operational always, including workstation computers, printers, telephones and mobile communications devices
• Perform other duties as assigned by management.

Requirements

• Bachelor's degree or equivalent experience in business, communications, or computer science
• Must have superior written and verbal communication skills to effectively interact with the public and coworkers
• First Aid/CPR certification
• Knowledge of computer technology is desirable; knowledge of Microsoft Excel is highly desired

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