The Dispatcher is responsible for providing exceptional customer service and efficiently managing the scheduling and dispatching of service and delivery drivers. This role ensures timely resolution of customer inquiries and effective coordination of logistics to meet customer needs.
Core Duties / Key Responsibilities
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Provide exceptional customer service through phone and personal contact.
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Resolve or escalate customer inquiries and/or complaints as needed.
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Document and update customer records based upon interactions.
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Process payments and maintain customer accounts.
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Assist with light collections or handle billing inquiries as assigned.
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Schedule and dispatch service and delivery drivers within assigned locations.
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Maintain communication with customer service staff regarding customer service and delivery needs.
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Monitor driver and service tech schedules to ensure timely completion of jobs and accurate customer invoicing.
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Track fleet location and availability, ensuring maintenance schedules are followed.
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Track and improve operational and performance metrics including driver performance, equipment utilization, and routing efficiencies.
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Ensure all paperwork is complete and accurately submitted in a timely manner.
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Maintain professionalism, integrity, security, image, and confidentiality of information and records.
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Attend all safety meetings, training, and/or in-services.
Regular attendance at the worksite is required.
Position Qualifications
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Required Education: High school diploma / GED required
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Required Work Experience:
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3+ years in an office environment preferred.
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Customer service or inside sales experience preferred.
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Minimum of 5 years of experience in transportation and service industry preferred.
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Logistics and/or routing experience preferred.
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Required Knowledge/Skills/Abilities
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Microsoft Applications: Moderate to advanced functionality (in particular, Word, Excel and Outlook)
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Additional Technology: Exceptional phone skills and computer literacy
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Travel: Daily travel to work site
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Communication: Exceptional verbal and written communication skills required
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Additional Requirements:
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Ability to develop strong customer relationships and handle customer service issues effectively.
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Strong organizational skills and attention to detail.
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Good problem solving and decision-making skills.
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Ability to maintain stability under pressure and be flexible and willing to modify plans when necessary.
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Ability to be a positive representative of the Company both internally and externally.
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Ability to work with respect and cooperation at all times with fellow employees and customers.
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Must be committed to working safely at all times.
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Complete all PERC and other online training in a timely manner.
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Regular attendance at the worksite is required.
Physical/Working Requirements
The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be available to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is:
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This position requires you to work from an office environment;
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Prolonged sitting at a desk and working on a computer;
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Stoop, kneel, crouch, or crawl or otherwise reach into confined spaces;
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Communicate with and exchange information verbally and in writing;
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Move about in an office environment;
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The noise level in the work environment is usually moderate
Scope
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Total Organization Employees: ~ 900
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Total Organization States: 21
This job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide the employee with a general sense of the responsibilities and expectations of his/her position. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. As the nature of business demands change so, too, may the essential functions of this position.
DCC Propane is an equal opportunity employer. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, age, national origin, gender, gender identity, sexual orientation, marital status, veteran status, military status or disability status
