Dispatch Manager

Horizon Services, LLC; Lower Providence Township (PA); On-site; USD 48,000 - 72,000; Full time

Job summary

Horizon Services, LLC is seeking a Dispatch Service Supervisor to direct and coordinate the activities of customer service dispatch, ensuring adherence to quality standards and deadlines. You will train staff, establish schedules, maintain customer records, respond to inquiries, and collaborate with Purchasing, Quality Control, Warehouse, and field personnel to resolve issues.

A minimum of two years of office or customer service experience and strong interpersonal and computer skills are

Qualifications

• Two years of office or customer service experience required.
• Professional appearance and strong interpersonal skills.
• Ability to train or instruct employees in job duties or policies.
• Ability to plan and schedule work and meet deadlines.

Responsibilities

• Supervise the work of customer service/dispatch personnel to ensure adherence to quality standards, deadlines, and procedures.
• Develop and maintain professional relationships with Purchasing, Quality Control, Warehouse, branch office personnel, and customer account representatives to resolve issues efficiently.
• Supervise Dispatch/Customer Service personnel to correct errors or problems.
• Train employees in job duties or company policies.
• Implement departmental policies, procedures, and standards with management.
• Establish and maintain customer files and storage as necessary.
• Respond to customer concern inquiries promptly.
• Determine schedules and assignments based on priority and personnel skill.
• Monitor employees' work levels and performance.

Skills

Customer service

Team leadership

Interpersonal skills

Communication

Time management

Analytical skills

Problem solving

Microsoft Office

Scheduling software

Tools

Dispatch software

CRM software

Job description

POSITION SUMMARY

Directly supervise and coordinate the activities of customer service dispatch.

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

Supervise the work of customer service/dispatch personnel to ensure adherence to quality and company standards, deadlines, and procedures, correcting errors or problems.

The Dispatch Service Supervisor is responsible for developing and maintaining professional relationship with the Purchasing, Quality Control, Warehouse, branch office personnel, and customer account representatives to resolve account discrepancies or issues efficiently; and for maintaining Customer records and/or resolving customer needs and concerns.

Supervise the work of Dispatch/Customer Service personnel to ensure adherence to quality and company standards, deadlines, and procedures, correcting errors or problems.

1. Train or instruct employees in job duties or company policies.
2. Implement departmental policies, procedures, and standards in conjunction with management.
3. Establish and maintain customer files and storage, as necessary.
4. Respond to customer concern inquiries in a timely manner.
5. Determine schedules, sequences, and assignments for work activities, based on work priority, and skill of personnel.
6. Monitor employees' work levels and review work performance.
7. A minimum of two years office/customer service experience
8. A professional appearance
9. Excellent interpersonal skills with the ability to interact with all types of customers
10. Strong customer service attitude.
11. Able to plan and schedule work rather than just react.
12. Able to "think on your feet" to provide customers with needed information for their specific installation or repair.
13. Ability to work as part of a team.
14. Strong computer skills with a good knowledge of Microsoft office and ability to learn customer service management and scheduling / dispatch software.
15. Other duties as assigned.

Competency Statement(s)

1. Communication, Written - Ability to communicate in writing clearly and concisely.
2. Analytical Skills - Ability to use thinking and reasoning to solve a problem.
3. Communication, Oral - Ability to communicate effectively with others using the spoken word.
4. Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
5. Responsible - Ability to be held accountable or answerable for one's conduct.
6. Reliability - The trait of being dependable and trustworthy.
7. Organized - Possessing the trait of being organized or following a systematic method of performing a task.
8. Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions. Loyal - The trait of feeling a duty to the employer.
9. Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace.
10. Project Management - Ability to organize and direct a project to completion.
11. Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
12. Interpersonal - Ability to get along well with a variety of personalities and individuals.