What are the responsibilities and job description for the Emergency Roadside Service Dispatcher position at Forward?
Position: Emergency Roadside Service Dispatcher
Job Description:
The Emergency Roadside Service Dispatcher is responsible for answering calls and providing customer service to our fleet of Independent Contractors and our terminals that have company owned assets when their equipment is in need of repair. This is a call center position that is focused on providing quick resolution to mechanical and maintenance issues of our fleet of trucks and trailers in order to ensure the safe operation of all equipment owned and leased to Forward Air.
Core Duties & Responsibilities:
- Provide assistance for service of trucks and trailers in need of repair
- Troubleshoot maintenance solutions to resolve equipment issues quickly & efficiently
- Act as a liaison between 3rd party service providers and our internal customers
- Manage all PO & work orders for maintenance request from our terminal locations
- Maintain accurate records to ensure needed repairs are completed
- Develop a strong relationship with Independent Contractors
- Respond to customers efficiently, thoroughly, and professionally
- Manage customer and driver expectations to align with operational capabilities
- Other duties as assigned
Requirements:
- Prior experience with truck, trailer, and/or forklift repair
- Self-motivated problem-solver with strong desire to meet customer needs
- Strong verbal and written communication skills
- Desire for a long-term career with an industry leading company
- Ability to present and maintain a positive corporate image in a fast paced environment
- Proactively establish and maintain effective working team relationships with all support departments
- Must be proficient with Microsoft Office products including; Word, Excel, PowerPoint, Outlook, etc.
- Must be willing to work a flexible schedule
Skills:
- Ideal candidate will possess a “can do” attitude with a “will do” work ethic
- Must have the ability to work in a fast paced environment
- Experience with AS400 operating systems is a plus
- Transportation industry knowledge and experience is a plus
Forward Air is an Equal Opportunity employer.
