Senior Dispatcher/Router

2 months ago

Kitchener, Ontario, Canada Waste Management Full time

Job Summary

As a key member of the Waste Management team, the Senior Dispatcher/Router plays a critical role in ensuring the smooth operation of our logistics and customer service operations. This position requires strong communication and problem-solving skills, as well as the ability to work effectively in a fast-paced environment.

Key Responsibilities

  • Communicate with drivers and other stakeholders to resolve issues and optimize routes
  • Handle incoming service orders and direct drivers to ensure timely and efficient service delivery
  • Interact with customers, sales, and operational staff to resolve service issues and improve customer satisfaction
  • Use proprietary software to track activity and manage ticket information
  • Work with routing specialists and route managers to optimize complex routes and improve efficiency
  • Dispatch drivers to calls based on customer needs, driver locations, and daily factors
  • Field incoming calls and emails from customers and other stakeholders
  • Initiate outbound calls to customers to resolve issues and improve service delivery
  • Troubleshoot and resolve potential delivery and pick-up problems
  • Record and document information from drivers and distribute to appropriate departments
  • Communicate with maintenance shop personnel and serve as an emergency point of contact
  • Coordinate projects and tasks as necessary
  • Delegate work in the manager's absence
  • Serve as an escalation point for other dispatchers
  • Train new dispatchers

Requirements

  • High school diploma or equivalent required
  • Minimum of two years of previous dispatching experience required
  • Additional training in transportation, logistics, or customer service preferred
  • Strong computer skills and ability to handle multiple programs and systems
  • Excellent communication and problem-solving skills
  • Ability to work effectively in a fast-paced environment

Benefits

Waste Management offers a competitive total compensation package, including medical, dental, vision, life insurance, and short-term disability. Eligible employees also receive paid vacation, holidays, and personal days, as well as a stock purchase plan and company match on RRSP.

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