Position Overview

The Dispatcher Lead is a critical role within our operational center of excellence. The role contributes to the delivery of our customer service excellence strategy in ensuring that the Company's 4 mandates of: 100% Complete load, 100% Quality Product, 100% On-Time Performance and 100% Inventory Control & Accuracy are met as indicated in the essential job functions below.

Essential Job Functions

• Cultivates strong relationships with Warehouse and Logistics staff including Department Managers, Customer Service Reps, Lead Hand, Dispatchers, Order Pickers, stagers, Drivers, and Customers(internal and external).
• Oversees Drivers and Driver Helpers.
• Monitors current KPIs with respect to inventory control with the target being 100% complete loads, product quality, on-time delivery and pick-ups.
• Ensuring POR Dispatch module is up-to-date
• Help implement and follow up on any new systems that are introduced into the fleet
• Assess Drivers and Helpers daily to meet and exceed performance standards including customer expectations / standard, and driving performance.
• Ensures that the Drivers are following all practices deemed essential by the provincial and federal government and the Manager at specific location.
• In collaboration with the Manager, conducts performance scorecard reviews for each Driver and Helper on a quarterly basis.
• Conducts load calculations and routing knowing daily where we stand against capacity. Ensures that loads and routes are completed daily and in advance according to order volume and size.
• Overseeing the planning of the routers for the day-to-day operations
• Ensuring routes are planned 1-2 days in advance
• Staffing: ensuring enough staff coverage internally and externally (temporary workers)
• Assign Drivers and Helpers to meet peak requirements, including assigning loads to vehicles.
• Prioritizes work, runs based on urgency and importance.
• Provides delivery crews with information about orders, traffic, obstacles, and requirements.
• Responsible for ensuring trucks are in good condition when they are received or returned.
• Consults with and cultivates strong relationships with internal customers, stakeholders, and external customers to address questions, problems, and requests for service or equipment.
• Enter data in computer system and maintain logs and records of calls, activities, and other information.
• Records, answers, reconciles and / or files customer requests, expenses, inventory, and other dispatch information.
• Has strong working knowledge of the warehouse layout and product knowledge.

Experience and Qualifications

• Five years' experience as a Dispatcher Lead
• Knowledge of company products considered an asset
• Working knowledge of MS Office (required) and Point of Rental Software (strongly preferred).
• Demonstrated ability to embrace and learn new workflows and technology.
• Ability to work flexible schedule that includes evenings, weekends, and holidays.

Other Skills/Abilities

• Can positively deal with demanding timelines and stressful situations
• Willing to work irregular and/or long hours