Delivery Dispatcher

Irving Oil Ltd.; Concord (NH); On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

Work Environment

Competitive Compensation

Flexible Benefits Plan

Paid Vacation

Wellness Support

Volunteer & Community Involvement

Job summary

Irving Oil Ltd. is seeking a Delivery Dispatcher to coordinate and manage daily delivery operations, balancing driver safety with meeting customer requirements. You will support delivery drivers and collaborate with internal and external customers to ensure timely service.

The role emphasizes coordination between Load builders, drivers, and customers, with a focus on real-time scheduling and issue resolution. Candidates with dispatch or transportation experience are preferred.

Qualifications

• Strong attention to detail is required.
• Organized communication skills are essential for coordinating with customers and drivers.

Responsibilities

• Receive emergency and non-emergency calls from customers and record significant information to create work orders.
• Dispatch calls based on priority and coordinate with Load builders and field representatives.
• Maintain connection with customer and field teams for scheduled work execution.
• Apply policies to determine critical processes and when to apply them.
• Understand Sales Processes to ensure correct customer billing.
• Provide status updates to Operations Managers and other internal stakeholders.
• Propose improvements to optimize performance and resolve issues proactively.
• Determine staffing needs for two-person jobs and similar scenarios.
• Monitor call center metrics and guide CSRs and Sales Reps on codes and schedules.

Skills

Attention to detail

Organized communication

Education

Post-secondary degree or equivalent

Job description

As a Delivery Dispatcher you will coordinate and manage events that can impact the delivery driver’s day. Your goal will be to balance the delivery driver’s safety, while meeting customer requirements on a daily basis. Your success be based on providing support to delivery drivers and collaborating directly with internal and external customers.

What We Offer:

• Work Environment – Be a part of an onsite collaborative environment that cultivates individual growth
• Competitive Compensation – Including an annual bonus plan, and 401k company matched up to 4%
• Flexible Benefits Plan – In effect on the first day of the month following the date of hire and offers three levels of coverage to select from to meet your unique, personal needs
• Paid Vacation – Plus an annual option to purchase additional vacation, too
• Wellness Support – With 24/7 access to our Employee & Family Assistance Program
• Opportunity to give back to some amazing causes in our community - Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation matching program

Your Responsibilities:

• Receive emergency and non-emergency calls from customers and record significant information, which is used to create work orders.
• Calls are dispatched based on priority.
• Partner with Load builders, maintain connection with both the customer and field representative in the execution of scheduled work.
• The Dispatcher is responsible for executing on the schedule that the Load builder creates with ongoing communication between the two roles.
• Apply knowledge and application policies and procedures effectively to determine when it is a critical process and when to apply them.
• Understand the Sales Processes to ensure customers are billed appropriately.
• Deliver status updates and pertinent information as required to Operations Managers and various internal parties.
• Bring forward and implement recommendations to optimize performance and proactively resolve issues.
• Determining who will assist when required (e.g. two person jobs).
• Maintain call center metrics (Average Handle Time, after call work, returned calls).
• Provide guidance to CSRs and Sales Representatives regarding building codes and gas codes, details regarding the technicians' schedules, and if the company can fulfill certain types of customers’ requests.

Your Skills:

• Strong attention to detail
• Organized Communication skills

Your Experience:

• Post-secondary degree or equivalent experience is an asset
• 3-5 years’ experience in dispatch or a related field, preferably in a contact center or transportation environment
• Team player that can accept shared responsibility

The expected hourly range for this position is $23.00-$28.75. Placement within range will be based on relevant experience, qualifications, and skills.

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’s created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone’s responsibility.

Job Requirements:

• Job Requirements - Work Experience Customer Service
• Job Requirements - Education Diploma/High School Equivalent

As a family-owned company deeply rooted in our communities, we work hard to make a difference in the places we serve. For more than 100 years, our commitment to doing good business has been grounded in our commitment to people – to our employees, to our customers, and to our communities. Our mission is focused on our continued evolution to meet the changing needs of our customers. We are devoted to being part of the solution, in providing the safe and reliable energy that our customers need, while taking concrete steps to evolve our job for the future.