Operations Service Representative The Operations Service Representative is responsible for evening and overnight dispatch traffic management in the Central Dispatch operations. This position is responsible for coverage of a wide range of responsibilities for departments that are closed including maintenance breakdown and compliance.
Essential Job Functions:- Accept transfer of dispatched load information and logistic overflow from dispatch
- Quickly assess and resolve operational challenges, deviations from plan, unexpected issues that arise
- Collaborate with field personnel, supervisors to find solutions to problem solve issues
- Communicates the various issues and resolutions to team members
- Ensures drivers are following load assignments to local destinations
- Communicate load estimated time of arrival
- As needed monitor and schedule drivers in real time, based on changing conditions and selects most efficient routes
- Correctly, accurately and timely enters load information into TMW and sends trips to drivers over Peoplenet
- Audits prior day loads, compares to load assignments, and communicates deviations, internally and externally
- Assist drivers with Peoplenet electronic logs
- Data entry into various systems
- Answering phones in a professional manner
- Interaction with employees, customers, and the public in a courteous and professional manner, addressing inquiries, providing updates and ensuring customer satisfaction
- Handle complaints and concerns with empathy and seek resolutions that align with standard operating procedures and company policy
- Flexibility in working various shifts including nights, weekends, and holidays
- Other duties as assigned
Required Qualifications:- High School Diploma or equivalent.
- Must be able to pass Department of Transportation alcohol and drug screen
- Proficient in basic computer skills, Microsoft Office suite and Google Workspace
- Communicate effectively and professionally with all levels of internal and external staff
- Manage multiple tasks independently to meet deadlines
- Ability to adapt to changing schedules and priorities
- Ability to work any schedule including nights, weekends, and holidays
- Strong attention to detail and problem-solving skills
Preferred Qualifications:
Knowledge of DOT, FMCSA regulations or the transportation industry Entry-level knowledge of TMW software
Physical Requirements:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands:
Must possess mobility to work in a standard office setting and use standard office equipment including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups, and over the telephone. Must be able to remain in a stationary position for extended periods. This is mostly a sedentary office classification, although standing in outdoor work areas and walking between terminals, safety lane, and commercial motor vehicles (CMV) operating areas for short periods can be necessary. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator, and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 20 pounds.
Work Environment:
The duties of this job are performed in both an office environment, a commercial motor vehicle terminal environment, and outdoors, thereby experiencing some minor to moderate level of noise due to office/CMV equipment. Exposure to various climate conditions, fumes, dust, odors, oil/grease, and gasses.
