TITLE: Dispatcher

ABOUT THE COMPANY: American Expediting is the nation's premier custom transport provider. Our people are smart, creative problem-solvers dedicated to crafting custom transport, logistics, warehousing, and distribution solutions for some of the world's most dynamic brands. Our reputation for excellence is hard-earned, with 99.3% on-time delivery performance for mission-critical, time-critical shipments. And our focus on continuous innovation means we're always ready to meet the ever-evolving needs of our customers.

SUMMARY: The role of the dispatcher is to effectively achieve customer satisfaction by identifying the appropriate resources to accomplish the transportation request both on pickup and delivery. The task not only requires an analysis of the service as described by the customer but the analysis of the transportation resources available and the likelihood of success. The dispatcher must be proactive in anticipating the resources necessary during a work shift and securing the resources to ensure on time performance.

REPORTS TO: Site Operations Manager

RESPONSIBILITIES:

• Process service requests within the American Expediting shipment management system, generate quote, and verify shipping documentation where applicable
• Dispatch jobs according to customer requests, specifications or needs
• Work with all American Expediting offices and local service providers to ensure the process transfer is handled efficiently thus meeting desired results of initial service request
• Manage activities throughout the order fulfillment and transportation cycle to make sure established deadlines are met:
  • Reporting wait time to customer in real time
  • Retrieving real time pictures of multi-shipment orders/ dry ice replenishment/ shipments left at residences
  • Documenting QA service issues, capacity issues and multi-courier commissions
  • Calling IC business partners when jobs are approaching OB and POD deadline
• Determine response needed to deal with emergencies, accidents, and breakdowns effectively and appropriately.
• Record and maintain files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information
• Communicate Chain of Custody standards
• Consult with managerial personnel to meet operational goals
• Other duties/tasks as assigned

SKILLS:

• Excellent verbal communication and problem-solving skills
• Interpersonal skills; ability to foster teamwork and motivate/coach others.
• Familiar with time zones and military time
• Decisive under pressure and time constraints
• Knowledge of local and regional geographical area; accurately and quickly read maps
• Computer skills including Microsoft Word, Outlook, Email
• Knowledge of principles and processes for providing customer service

 QUALIFICATIONS:

• High School diploma/GED; Associates degree or other vocational/technical school training beyond high school is preferred
• Flexibility in working hours required
• Must be able to pass a pre-employment background check