Operations Coordinator (Dispatcher)

Reports to: Chief Executive Officer or Management Designee

Work Schedule: FT Monday - Friday; 8:00 a.m. to 5:00 p.m. Schedule is flexible with adequate planning. Arctic Shred is closed in observance of all standard Federal and Local Government Holidays including; Martin Luther King, Jr. Day, Presidents Day, Sewards Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, Christmas Day, New Years Day.

Work Location: Hybrid Remote (Work from Home) approximately 80% Remote/20% Office - 1/5 Days in the Office, Daily In-person Team meetings encouraged to attend some in person and not remotely. Weekly Touch base meetings in person or as needed for training. Monthly teambuilding in person trainings are crucial for remote and hybrid remote workers.

Fringe Benefits: PTO accrued per pay period based on tenure starting at .02 hours accrued per hour worked. Cell phone Usage Stipend. Internet Usage Stipend. Laptop and work-related hardware & software provided by the employer as needed. Company Radios Provided.

Summary of Position Duties: The responsibilities include but are not limited to providing administrative support for the CEO & CFO. Directly report to the Executive Office Manager. Receive customer phone calls and requests for customer support, responding and redirecting as required. Taking inbound sales calls and performing inside sales duties including sending quotes, cross selling and upselling services, setting up new customers in the database and scheduling system, making account changes per SOPs, performing outside sales tasks as delegated prospects and territories are managed. Manage delegated correspondence in a time sensitive manner. Collecting sensitive confidential customer records for walk-ins when in the office environment. Management of the Shred database for Document destruction data. Providing quotes through an approval process using Adobe Sign approved through the CEO. Quickly and efficiently create new customer profiles within the Shred database. Fleet Dispatching, Route Optimization, Daily Work Order Creation, Sending Work Orders to field Applications and drivers handhelds. Effective and efficient Office to Fleet Communication via company radios and cell phones. Reconcile (Certify & Close) Work Orders at the end of the shift daily, with great accuracy. Prepare Agendas for and/or take minutes for Weekly Team Meetings. Assist with company operational policy creation and amendments as delegated. Provide Certificates of Destruction, service schedules, and the like as needed to customers by request. Adhere to state, local federal and company policies. Perform other related duties as assigned.

Dispatching/Scheduling/Data Management Functions:

• Coordinating daily schedules/routes for service trucks and field operators.
• Ensuring optimal routes and work assignments for drivers.
• Communicating with customers to confirm service details.
• Responding to any issues or delays in a timely manner.
• Ensuring compliance with company policies, regulations, and safety standards.
• Documenting and tracking service requests, dispatches, and job completions.
• Data entry of new client information and schedule information to the company database.
• Ensuring the accuracy of all data entered to the company database through QA/QC processes.
• ERC to drivers in emergency situations.
• Ensuring NAID compliance of all drivers and Access Employees through training and screening, direction, communication and follow-up.

Safety and Compliance:

• Vehicle Safety Checks: Confirm that all drivers perform pre-trip vehicle inspections to ensure safety compliance. Dispatchers should verify that drivers report any mechanical issues and remove unsafe vehicles from service.
• Legal Compliance: Ensure that all dispatching practices comply with federal, state, and local laws, including hours of service (HOS) regulations, particularly in regions where DOT (Department of Transportation) regulations apply.
• Emergency Procedures: Be prepared to handle emergencies such as accidents, vehicle breakdowns, or customer issues. Dispatchers should follow the companys Incident Response Plan in such cases.

Recordkeeping and Documentation:

• Service Logs: Keep detailed logs of all service calls, including job completion status, time of service, and any issues encountered.
• Documentation: Ensure that all dispatch records are properly stored and retained in compliance with company policy and regulatory requirements.
• Daily Reports: Submit daily dispatch reports summarizing completed jobs, delays, cancellations, and driver performance.

Administrative Functions:

• Answer phones Customer Service, Direct Calls as received, take sales calls and perform inside sales tasks.
• Create quotes and submit for clients with minimal bin/location requirements.
• Prepare agendas with necessary topics for discussion and lead team meetings.
• Ensure all expirations are followed up on and renewed and that spread sheet for expirations is updated.
• Ensure all Key Risk Assessments and Key Releases are sent and signed prior to scheduling key distributions.
• Forward any bin change order information to Sales for a Bin Change Order to be created. Upon receipt of a fully executed Bin Change Order, enter changes to Company Database.
• Assist CEO, CFO and Sales as needed.

Essential functions:

• Excellence in Customer Service and great Communication Skills.
• Expediting office errands on an infrequent basis.
• Report to work on time prepared to perform the duties of the position.
• Meet department productivity and quality standards.
• Receive, comprehend, and respond appropriately to direction.
• Work with customers to fulfill customer service requests.
• All other duties as assigned by supervisor.
• In the event of inclement weather, report to work early before regularly scheduled time to allow for delays and to stay ahead of the fleet for dispatching directions, if necessary.
• Have a positive and respectful attitude.
• Able to accept change in directions as customer needs change.
• Well organized and detail oriented.
• Able to work both in a team environment and as an individual contributor.
• Able to follow all company policies and procedures.
• Self-motivated.
• Works well under pressure.
• Good knowledge of city streets or able to read a city map.
• Ability to use handheld devices.

Work environment: Office based Environment. Work from Home challenges should not to interfere with productivity and professional outward appearance to customers. Attend Weekly team meetings and contribute to promote companywide engagement between the remote/office/field employees.

Minimum eligibility requirements:

• High School Diploma or equivalent
• Clean MVR
• Pass pre-hire background check
• Must be able to pass random drug screening and pre-hire screening
• Must be able to carry a cell phone to be in constant communication with the supervisor
• Strong commitment and attention to accuracy and quality
• Strong directional awareness of Anchorage Vicinity and Southcentral Alaskan Cities with navigational skills to assist with fleet dispatching
• Valid State of AK Drivers License (Class B preferred)
• Strong Computer skills, (Effective Web Searching, Fast Typing skills, 10-key, MS Office Suite, Adobe Sign, etc.)

Preferred qualifications:

• Industry Knowledge preferred
• CSDS Certification (Certified Secure Destruction Specialist)
• RIM (Records Information Management experience)
• 5 Years of Secure Destruction Field Experience
• 2 Years of Office Administrative Experience
• Mechanical aptitude to assist in telephonic troubleshooting with the fleet in the event of a breakdown.
• Class B CDL preferred for versatility for unexpected driver sick days.

Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice.

Additional Important Information:

Preference will be given to internal applicants for company growth.

Conditional Offer of Employment:

If selected for hire, applicant may be subject to a pre-hire drug screening and background check for NAID (National Association of Information Destruction) Compliance. Appointment in this position will be conditional based on the pre-hire screening processes due to the sensitivity of the industry while working directly or indirectly with customers information.