Delivery Dispatcher

Irving Oil; West Lebanon (NH); On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

Annual bonus

401k match up to 4%

Paid vacation

Wellness allowance

Personal care days

Employee & Family Assistance Program

Job summary

Irving Oil is seeking a Seasonal Delivery Dispatcher to coordinate delivery activities, balance driver safety with customer requirements, and support drivers and internal/external customers. The role emphasizes communication, decision-making, and process adherence in a fast-paced environment.

The position offers bonuses, retirement benefits, and vacation benefits, with opportunities for personal wellness and continuous growth within a collaborative team.

Qualifications

• Post-secondary degree or equivalent experience is an asset.
• 3-5 years’ experience in dispatch or related field, preferably in a contact center or transportation environment.

Responsibilities

• Receive calls from customers, record information, and prioritize based on importance.
• Coordinate with Load Builders to connect customers and field staff during scheduled work.
• Apply knowledge of policies and Sales Processes to ensure proper billing.
• Prioritize, reschedule, and elevate emergency work as needed.
• Provide status updates to Operations Managers and internal teams.
• Suggest improvements to optimize performance and resolve issues.
• Make time-sensitive decisions to support business objectives.
• Maintain call center metrics and guide CSRs/Sales on codes and technician schedules.

Skills

Attention to detail

Organizational skills

Communication skills

Problem solving

Collaboration

Education

Diploma/High School Equivalent

Job description

As a Seasonal 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 daily. Your success will be determined by your ability to provide support to delivery drivers and collaborating directly with internal and external customers.

What We Offer

• Work Environment – Be a part of a collaborative environment that cultivates individual growth
• Competitive Compensation – Including an annual bonus plan, and 401k company matched up to 4%
• Paid Vacation – Plus an annual option to purchase additional vacation, too
• Wellness Support – With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program

Your Responsibilities

• Receive emergency and non-emergency calls from customers, recording significant information, and prioritizing calls based on levels of importance
• Partner with Load Builders to maintain connection with both the customer and field representative in the execution of scheduled work
• Apply knowledge, and application policies and procedures effectively, and understanding the Sales Processes to ensure customers are billed appropriately
• Prioritize work and elevate emergency calls where required, rescheduling less critical work.
• 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
• Make difficult and time sensitive decisions to support business objectives
• 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’ request

Your Skills

• Strong attention to detail
• Organizational skills
• Communication skills
• Problem solving skills
• Collaboration 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

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 - Work Experience

Customer Service

Job Requirements - Education

Diploma/High School Equivalent