Domestic Operations DispatcherTHIS IS AN ONSITE POSITION, MONDAY-FRIDAY, 1ST SHIFT HOURSThe Domestic Operations Dispatcher contributes to meeting Langham goals of exceptional customer service, quality, process improvement, and profitability by assisting customers to control their flow of supply chain raw materials, works-in-progress, and finished goods, and ensuring customers' pickups and deliveries are completed as required with no damage. The Operations Dispatcher is ultimately responsible for the outcome of customer shipments, i.e. meeting customer expectations of pick up, delivery, and pricing. Activities can include front-line support, daily compliance tendering, negotiating carrier rates, understanding customers' rate contracts, rating shipments with agreed-to-tariffs, ensuring customer contract rates are correctly applied, and obtaining proofs of delivery. Activities as well as work hours may fluctuate in response to daily demands and the needs of the department. A Dispatcher may be responsible for any or all of these activities depending on previous experience and/or performance in the department. Based on experience and competency, a Dispatcher may be assigned a "lead" role in handling one or more accounts. Key Outcomes Expected Ensure customers' shipments meet pick up and delivery expectations according to customer requirements without damage: Assign carriers to convey freight as required by the customer. Troubleshoot and resolve problems with shipments. Respond to e-mails and voice mails on a timely basis. Manage the relationship with carriers to ensure the most effective and efficient delivery of customer goods: Ensure the selected carriers are operating in compliance, address and resolve issues. Negotiate rates or spot quote with carriers. Negotiate and resolve problems with carriers. Ensure that charges from carriers are correct and rate shipments with agreed-upon tariff. Ensure that carriers are adhering to the customers' corporate quality procedures. Ensure that federal and state safety and security requirements are met and regulations followed through the process of the shipments Establish and promote a positive relationship with customers and Langham sales staff: Communicate Langham policies and philosophies to gain mutual understanding of expectations. Collaborate with the Langham sales department to communicate status of their customers' shipments to create a message of seamless service. Proactively communicate with the Langham sales department any potential sales leads or problems or issues that arise that could impact the sales relationship. Assist other Dispatchers and CSR's in the Operations Department with troubleshooting and resolving problems with carriers and/or customers. Be available for on-call duties on a rotating basis. Establish and promote positive communication within Langham internal departments to increase collaboration and reduce inefficiencies. Respond to e-mails and voice mails in a timely manner. Ensure all internal activities performed adhere to Langham quality and process procedures. Critical Skills, Knowledge and Behaviors Demonstrates effective analytical, problem solving, and decision-making skills (can gather and analyze data and information and draw conclusions).Demonstrates effective verbal, written, and interpersonal skills. Demonstrates customer service orientation. Able to read, interpret, and use forms and other visual instructions in order to perform required work. Proactive in anticipating and alerting others to problems with projects or processes. High level of detail orientation and accuracy. Takes initiative and needs little supervision. Able to prioritize, organize tasks and time, and follow up. Performs responsibilities efficiently and timely. Able to juggle multiple requests and meet multiple deadlines. Works well in a team environment and as part of a team. Able to negotiate with and influence others. Able to resolve conflicts. Proficient in basic computer skills, i.e. Microsoft Word, Excel, Internet usage (e-mail) and data entry. Demonstrates proficiency in basic mathematics.
Education and Experience:
H.S. diploma, prefer some post-secondary education. Prefer 1-2 years experience in the transportation/logistics industry.
Physical Demands and Work Environment:
Must be able to work proficiently with computers and other office equipment. Will spend majority of time sitting working on computers and telephones. Work is performed in an office environment.
