Dispatcher

Job Summary

Serves as liaison between the Telephone Operators and the Truck Drivers ensuring a timely response to all donor requests for pick-ups; collects, plans, logs, and distributes all pick-up tickets by day and route for all drivers. Prepares truck schedules and reports on a routine basis; inputs data into computer system in order to track number of pickups schedules and the progress of the same; ensures the accuracy and completeness of the same. Prepares a master list of pick-up tickets prior to day pick-ups are scheduled; checks the master list at the end of each day to verify completion; totals number of pick-ups scheduled daily.

Records and tracks condition of vehicles, number of pick-ups per vehicle, the amount of time involved as well as the mileage. Ensures that truck drivers have all paperwork needed for the day and that they are aware of any changes. Conducts radio check with all truck drivers to ensure they are on their routes as scheduled; tracks drivers progress, checks addresses and telephones customers. Monitors drivers progress and pick-up routes assigned that will not be completed and assigns drivers to provide assistance to nearby routes; answers all dispatch calls from drivers; responds to questions and provides instructions regarding needed pick-ups; routes assistance to drivers immediately when involved in accidents; inspects trucks upon return to warehouse to ensure the accountability of all donations scheduled.

Contacts customers if there is a problem with the scheduled pick-up and reschedules pick-ups if needed; coordinates arrangements for special pick-ups involving excessive or unique donations. Files tickets daily and maintains records of all pick-ups and truck mileage; counts reviews, distributes, records, and files copies of truck receipts. Serves as clearinghouse to warehouse personnel for information regarding the quantity and timing of incoming donations.

Serves as lead worker to telephone operators; trains and instructs employees in the proper methods and procedures; monitors work in progress and upon completion to ensure accuracy, completeness, and compliance with established policies and procedures. Serves as liaison to the donors to resolve pick-up problems and to express appreciation for donations.

Knowledge, Skills and Abilities

Knowledge of the geographic area serviced in order to schedule pick-ups in an orderly, efficient, effective manner. Knowledge of general office practices and procedures. Ability to prioritize and assign pick-up tickets in an effective and efficient manner. Ability to maintain awareness of driver’s progress in making pick-ups and in reassigning additional personnel when needed. Ability to lead, motivate, monitor, and evaluate the work of telephone operators ensuring the donors are treated in a friendly and professional manner. Ability to assist the public in a polite and professional manner. Ability to build and maintain professional and effective working relationships with truck drivers. Ability to prepare accurate and complete records, schedules, and reports. Ability to read, understand and follow written instructions, policies, procedures and / or guidelines in various manuals. Ability to organize and maintain files. Ability to read maps.

Education and Experience

High school diploma or GED, one year of experience of assisting the public and some supervisory experience, or any equivalent combination of training and experience which provides the required knowledge, skills and abilities to successfully perform the job duties.

Licenses and Certifications

Valid Driver License

Physical Requirements and Working Conditions

Ability to meet attendance requirements. Ability to read, write, and communicate in the English language. Ability to operate a telephone and two-way radio. Ability to sort and file documents alphabetically and numerically. Ability to operate general office equipment including a telephone, typewriter, computer and adding machine. Ability to successfully work with a variety of personalities and people in a positive manner.

Moderate physical effort required associated with sitting, walking, standing, lifting, bending, reaching, twisting, pushing, pulling, typing, and carrying light objects (less than 25 lbs.) 15-65% of work time.

Work is generally performed in a normal office environment where there are little or no physical discomforts associated with changes in weather or discomforts associated with noise, dust, dirt, and the like.