Accounting, Cellular Telephone, Communication Skills, Computer Science, Computer Workstations, Contract Requirements, Customer Relations, Customer Satisfaction, Customer Service Evaluation, Customer Support/Service, Data Quality, Disciplinary Action, Equipment Maintenance/Repair, Human Resources, Insurance, Legal, Maintain Compliance, Market Surveys, Microsoft Excel, Mobile Devices, Performance Analysis, Performance Metrics, Performance Reviews, Presentation/Verbal Skills, Printers, Problem Solving Skills, Procedure Implementation, Quality Metrics, Revenue/Sales Reporting, Safety Compliance, Sales Tax, Service Level Agreement (SLA), Systems Analysis, Vendor/Supplier Evaluation, Writing Skills
<\/b>Dispatch managers are also responsible for filing receipts and sales tax reports to make sure customers are charged correctly for their purchases.
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They interact with customers and make sure they are happy with their purchases.
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Dispatch managers stay on the phone while employees in their department finish tasks and report to their shift supervisor.
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They create customer service survey forms and use them to measure the satisfaction of each customer on a daily basis.
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It is also their duty to ensure that customers are satisfied with their service provider and have a sense of loyalty to that specific outlet.
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Dispatch managers’ duties also entail measuring the quality of customer service provided by their employees by compiling customer service surveys to ensure accurate information.
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<\/b>- Provide leadership and guidance to the dispatch team
<\/li> - Monitor and report dispatch department performance statistics.
<\/li> - Provide oversight for carrier scheduling and routing software implementation, including managing any necessary updates to ensure compliance with contract requirements
<\/li> - Develop new programs as needed, such as shipment tracking solutions in coordination with accounting, analysis of system performance metrics, etc.
<\/li> - Evaluate systems vendors, equipment providers (common carrier phone line providers), or other suppliers to assess potential impact on service level agreements
<\/li> - Ensure that all dispatchers receive adequate training
<\/li> - Maintain optimum use of the department’s system equipment, including replacing or upgrading as appropriate
<\/li> - Establish, monitor, and implement procedures for evaluating performance of employees
<\/li> - Mediate problems and disputes between dispatch/route service personnel and customers as needed
<\/li> - Ensure that department personnel adhere to all company policies concerning ethics, legal compliance, safety, customer service and environmental protection standards.
<\/li> - Coordinate any necessary disciplinary action with the company’s human resources department
<\/li> - Ensure that the routing team has adequate hazard insurance to cover liability claims related to negligence or wrongful acts
<\/li> - Oversee the routing team to resolve problems that may arise and ensure proper operation of the equipment used to schedule automotive carriers
<\/li> - Ensure that all equipment is properly maintained and operational always, including workstation computers, printers, telephones and mobile communications devices
<\/li> - Perform other duties as assigned by management.
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Requirements<\/h3>- Bachelor’s degree or equivalent experience in business, communications, or computer science
<\/li> - Must have superior written and verbal communication skills to effectively interact with the public and coworkers
<\/li> - First Aid/CPR certification
<\/li> - Knowledge of computer technology is desirable; knowledge of Microsoft Excel is highly desired
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