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Join the Priority Dispatch Team! We are in search of a Centralized Dispatch Supervisor! About the Company Priority Dispatch, Inc. is a Family Owned Transportation Company with a rich 42-year history serving markets in Ohio, Kentucky, Indiana, and Michigan, offering seamless, strategic solutions including precise control and compliance and real time verification and reporting. We are committed to continuous improvement, teamwork, and quality leadership, and proud of delivering the best in the industry on a 24/7 basis. SUMMARY OF POSITION: The Customer Support Supervisor is responsible for, and empowered to provide leadership and supervison of the Centralized Dispatch team, while continually improving service and value to customers by providing superior customer service in successful Delivery Event Management, ensuring a consistent, highly valued “Customer Experience” is achieved. The Customer Support Supervisor must maintain strong communication skills and relationships across the organization to ensure that opportunities are quickly identified and addressed, and that collaboration occurs with the Delivery Centers. The Customer Support Supervisor is responsible for ensuring timely, courteous and professional answering of customers’ phone calls to schedule pick-ups and/or deliveries, and for ensuring proper and timely dispatching of these orders to the Independent Contractor (IC) fleet. Position also provides first level technical support for all customers and Independent Contractors. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. • Collaborates in the development of departmental goals, objectives, measurements and systems that accomplish the company’s strategic goals. • Supports and facilitates implementation of departmental programs with staff. Monitors results. • Performs analysis and reporting to identify opportunities for improvement and resolves any discrepancies within the department and with Manager and Delivery Center Managers. • Supervises the work of Centralized Dispatch team across three shifts and encourages the on-going, coaching, training and motivation of the staff. • Monitors measures in place to achieve budget. • .Escalates issues to GM of Centralized Dispatch for resolution with General manager • Supervisor will backfill openings of planned or unplanned of Centralized absences to achieve no overtime. • Ensures proper scheduling for dispatch coverage and stat driver coverage • Assures superior customer service is provided to provide a highly valued, differentiated and consistent “Customer Experience”. • Resolves customer complaints, operational problems, and customer service concerns in a professional and expeditious manner. • Monitor Centralized Dispatch schedules and responsibilities and provide, feedback, coaching and cross-training to Centralized dispatch staff. • Safeguards company associates’ assets and property and oversees building and grounds after hours. • Maintains high awareness and commitment to superior customer service. QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE: Bachelors Degree required with concentration in business or other relevant fields. Transportation experience/background required. Two to three years customer service experience preferred, with two years management experience required. You must be proficient with Microsoft Word, Excel, and with use of computers, and have experience with Map Programs. You must be able to interpret and use financial data and have excellent communication and negotiation skills, with strong customer service skills. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Associate may use one or more of the following on a regular basis: telephone/other voice communication device; audio-visual equipment; personal computer; mainframe computer terminal; copy machine; calculator; other specialized equipment typically used in an office setting. Physical requirements of this position include exertion of up to 20 pounds of force occasionally, and/or up to 10 pounds of force as needed, to move objects. A typical day's activities include sitting for extended periods, standing, walking, bending, stooping, pushing, pulling, lifting, reaching and typing; normal finger dexterity, visual acuity (with or without corrective glasses), hearing, talking, and grasping are also required to carry out essential functions. Associate is primarily subject to indoor conditions, with most work occurring inside. The Associate is subject to low to moderate noise levels, such that normal talking is required. We are an Equal Opportunity Employer. M/F/Disabled/Veterans encouraged to apply. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability or national origin. Applicants encouraged to confidentially self-identify when applying. Employment contingent upon successful completion of background investigation. Smoke-free, drug-free work environment. Veterans please apply PLEASE VISIT OUR WEBSITE www.prioritydispatch.comPhotos :
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