What are the responsibilities and job description for the Overnight Dispatch position at Exxact Express?
Position: Transportation Extended Coverage
Reports to: Driver Experience Lead
Department: Dispatch
Type: Hourly
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*THIS IS AN OVERNIGHT POSITION*
** Schedule for this role is every other Wednesday: 2200-0700, Thursday: 2200-0700, Friday: 2200-0700 and Saturday: 1900-0700. **
**Schedule for this role is every other Wednesday: 10PM-7AM, Thursday: 10PM-7AM, Friday: 10PM-7AM and Saturday: 7PM-7AM. **
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General Summary:
This position is the single point of contact for the company during after hours, is responsible for reporting everything that happens and taking appropriate action to resolve it. Ensures delivery of excellent customer service through fast and accurate processing of load assignment, communication, and coordinating with other departments. Acts as the first point of driver contact for general inquiries like load details, scheduling, breakdowns, fuel issues, etc. Responds to all customer inquiries regarding load information, delivery times, etc. Builds and maintains business relationships with drivers by providing prompt and accurate service to increase driver satisfaction and promote driver retention.
Essential Duties and Responsibilities:
- Maintains long term, positive relationships with assigned drivers.
- Monitors EDI inbox and accepts loads.
- Obtains updates from drivers on in-progress shipments, shipment delays, and delivery confirmation.
- Proactively responds to/resolves driver issues.
- Review the DMs Track and Trace sheets and list in order the loads delivering first and make a
- 2 hour check call to ensure driver is running on time.
- Keeps drivers and internal departments informed of any follow-up through resolution.
- Notify customers of any delays or breakdowns where the load will not make the pick up or delivery on time.
- Resolves issues with fuel cards, breakdowns, towing needs, and issue T checks.
- Prepare the Ops Pass Down capturing all loads that were impacted by a delay or breakdown during their shift. Make sure they review the Pass Down with the next shift person and share / answer any questions they may have.
- Follows departmental guidelines and processes in the performance of assigned duties.
- Utilizes all necessary internal applications, including, but not limited to: McLeod LME,
- Internet, e-mail, Word and Excel.
- Any other duties as assigned by authorized personnel.
Education and Experience
- High School Diploma required
- Trucking/Dispatch experience is a plus
Key Competencies
- Ability to work independently
- Positive, upbeat personality
- Excellent verbal and written communication skills
- Excellent problem solving skills
- Ability to multi-task
- Attention to detail
- Ability to thrive in an fast paced environment
- Proficient typing skills
