CSR/Dispatch

Position Summary

The CSR Dispatch role provides customer service to customers and salespersons for order fulfillment and delivery solutions, while maintaining safe work practices. This role reports to the Plant Manager.

Accountabilities

• Customer Service
• Dispatch
• Cross-Training & Development

Essential Duties and Responsibilities

• Recognize & understand customers' unique terminology for products to provide accurate order fulfillment Monitor and facilitate Electronic Data Interchange with key Prinsco customers.
• Enter customer orders into the computer module MS D365, completing invoicing of Prinsco product in MS D365 daily.
• Answer phones and provide customer service in a manner that reflects Prinsco's mission statement and values.
• Establish a working relationship with salespersons to further understand the customer's needs and fulfill their orders, as well as understand the different pricing levels for individual salespeople.
• Maintain a thorough knowledge of all Prinsco products and accessories, understanding our customer's different terminology for our products to provide them with the correct item.
• Communicate with customers and salespersons daily to process orders for Prinsco products.
• Handle all customers' concerns and questions about their accounts and resolve any issues that may occur, working with the Accounts Receivable department.
• Process all customer orders from multi truck orders to shipments of individual items, monitoring orders to ensure accuracy & on time delivery.
• Respond to customers tactfully if they have been denied approval, maintaining current knowledge of approved list of customers.
• Maintain proficiency in the use of MS D365 software, including invoicing, credits, returns, inventory levels, etc.
• Dispatch loads in accordance with Prinsco guidelines & DOT regulations.
• Prepare daily work & run schedules for customer deliveries, consolidate truckloads as necessary for specific destinations.
• Communicate & coordinate product load delivery with customers, drivers, yard staff at various locations, & other outside transportations services needed.
• Ensure effective resources (qualified drivers & maintained trucks), are available to perform delivery services.
• Calculate outside carrier payroll (using Excel) & submit to Accounts Payable.
• Advise drivers about factors that may affect delivery service e.g. new customer requests, traffic problems, construction areas, weather etc.
• Record & maintain files & records of customer requests, work or services performed, charges, expenses, inventory by location & other dispatch information.
• Monitor the certification & qualifications of drivers to meet CDL requirements.
• Focus on cross-training, continuous learning and improvement.
• Complete other duties as assigned.

Qualifications

• High School Diploma or GED required with a minimum of six months of customer service experience preferred.
• Ability to learn and understand DOT and state requirements for interstate trucking.
• Strong influencing and interpersonal skills with the ability to provide exceptional customer service on a consistent and daily basis and effectively present information one-on-one or in small groups to customers, clients, and other team members of the organization.
• Proficient computer skills, including MS Office and MS D365.
• Strong written skills with the ability to read, comprehend, and write simple instructions, correspondence, and memos.
• Highly organized and detail-oriented with the ability to analyze data/facts/drawings to support valid conclusions and to solve practical problems or deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to work with mathematical concepts and statistical analysis.
• Demonstrated ability to collaborate across functions with teams and individuals.

Universal Expectations

• Demonstrate commitment to high personal & professional ethical standards.
• Live out Prinsco values through hard work, relationships, humble confidence, and integrity.
• Be consistent with our mission: To care. To contribute. To solve.
• Build and maintain open, honest working relationships with others, set goals, resolve problems, and make decisions that enhance organizational effectiveness.
• Work safely in all tasks, with all required tools and equipment.
• Maintain good housekeeping, including a clean, organized, and safe work area.
• Wear all required PPE, complying with all safety regulations and procedures.