What are the responsibilities and job description for the Lead, Dispatch Support - Last Mile Delivery position at FIDELITONE?
Description
The Lead, Dispatch Support is responsible for training, leading, and mentoring the dispatch team to provide efficient timely, quality service to all clients. The position also includes customer service, driver communication, and performance reporting. The Lead, Dispatch Support will work and communicate closely with dispatchers, drivers, installers and warehouse personnel to ensure Fidelitone customers receive timely deliveries. The Lead, Dispatch Support is also responsible for assisting with coordination of schedules, delivering training and providing guidance to dispatch team.
ESSENTIAL FUNCTIONS
- Works with customers, account management, and operations to assist in the communication of installation and delivery service
- Provides training and support for Dispatch Support Representatives on communication with drivers and installers to ensure timely delivery to FIDELITONE Last Mile clients
- Communicates with schedulers and warehouse personnel to verify accurate staging, delivery and removal of freight for FIDELITONE clients
- Responsible for over-seeing and assisting with sorting and preparing all delivery paperwork
- Navigates and trains others on FIDELITONE routing software to effectively communicate with drivers
- Works with and assists drivers and customer to problem solve and provide excellent customer service
- May assist with investigation and resolving customer service issues
- Ensures appropriate communication on cancelled or rescheduled deliveries to end customer and client
- Other duties as assigned
Required Skills
- Ability to operate and train others on FIDELITONE routing software to effectively communicate with drivers
- Working knowledge of DOT and Hours-of-Service (HOS) regulations for Commercial operators
- This position requires interaction with internal/external customers
- Ability to communicate effectively across all levels of management, peers, and clients is necessary
- Excellent problem-solving, task prioritization, follow-up, and customer service skills required
- Intermediate computer proficiency in Excel and Word
Required Experience
- High school diploma or equivalent. Associates Degree in business or supply chain a plus.
- Minimum of 3 to 5 years of dispatch, call center or logistics/supply chain experience
- Prior dispatch experience a plus
About FIDELITONE
FIDELITONE helps clients earn their customers’ loyalty through specialized services in inbound logistics, order fulfillment, last mile delivery, and service parts management. With 40 locations across the U.S. and over 7 million annual shipments and deliveries, FIDELITONE manages resources, creates right-fit solutions, and optimizes supply chain processes to advance clients’ business performance and profitability.
Founded in 1929 with an entrepreneurial spirit and the principle of customer focus, FIDELITONE has been leading the supply chain industry with high-performing systems for over nine decades.
