General Summary:
Reporting to the Team Lead, Dispatch, the Dispatcher will be responsible for effectively and efficiently dispatching inbound delivery requests to our drivers in order to meet or exceed the customer SLA. Dispatchers will proactively and effectively communicate to customers and drivers while an order is in progress to be completed. Dispatchers will receive and process inbound phone calls, texts, emails or chats from drivers who are in the process of delivering items on behalf of GoFor's customers. Ultimately, it is the job of the Dispatcher to ensure all orders are delivered on time and that our driver community is cared for as the valued part of the business that they are.
The dispatch operation currently operates from 6:30 AM to 12:00 AM 6 days a week. Business requirements may dictate the addition of a 7th day at some point in the future. Shifts will be created to provide adequate coverage against these hours and Dispatcher shifts will rotate as necessary to meet these needs.
Primary Duties and Responsibilities:
- Dispatch drivers and assets to meet or exceed service level agreements and adhere to all customer delivery requirements in gofor markets.
- Responsible for professional, timely, and effective driver interaction via phone calls, text email or chat as well as system messages.
- Maintaining a positive attitude to strengthen driver engagement and minimize turnover and maximize driver happiness.
- Efficiently assign routes/deliveries to drivers to maximize service level compliance, customer satisfaction, and driver retention for assigned marketplaces.
- Responsible for monitoring ongoing deliveries and drivers including resolving any issues that may affect the scheduled times for pickup or delivery, while proactively communicating to the affected customers and/or drivers.
- Answer phone calls from drivers requesting assistance in resolving issues.
- Work on a tight deadline and be willing to handle multiple issues / calls at the same time.
- Proactively collaborate with our Market and Regional Logistics Management team to ensure service level compliance and eliminate any potential delivery failures or manage customer escalations.
- Promptly report all instances of customer dissatisfaction to our customer care team to resolve the issue proactively.
- Work with Operations to optimize asset utilization and manage costs.
- Communicate all instances of driver issues or concerns to our Driver Happiness team and make recommendations based on information gathered to resolve any issues proactively.
- Perform other duties and projects as assigned
Qualifications & Skills:
- 2 or more years mid/high volume delivery dispatch experience.
- Must be fluent in English (written and spoken). French/Spanish would be considered an asset.
- College Diploma required and bachelor's degree or other advanced education preferred.
- Experience in transportation management and/or driver management is required.
- Active listener with excellent communication skills.
- Excellent client management and interpersonal skills.
- Possess the following personal qualities: integrity, creativity, high standards, commitment, ethical values, and achievement oriented.
- Excellent problem-solving skills.
- Ability to remain calm during challenging situations.
- Ability to build and maintain lasting relationships with customers, drivers and employees.
- Ability to be flexible and work extended hours as required.
- Having the ability to make hard and fast decisions within a data-driven environment is crucial to success and take responsibility for actions.
- Familiarity with leading Dispatch tools, capabilities, and usage
- Ability to be proactive and oversee upcoming challenges.
- Strong time management skills.
- Ability to work effectively and collaborate with other teams/functions.
- Be able to take direction and feedback.
- Computer literacy, including effective working skills of Google Workspace applications and tools (Gmail, Google Calendar, Google Docs, Google Sheets, Google Slides and Google Meet).
Working Conditions:
The Dispatcher works in an office setting with some local travel as required.
remote work