Job Description
- Description:
- Communicates back and forth with WM Drivers to assist with problem resolution while on route for residential, commercial and roll-off lines of business.
- Handles incoming service orders, directs drivers, and resolves service issues.
- Interacts with customers that includes WM customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.).
- Uses WM proprietary software to manage same day ticket routing as well as preparing all routes for the next day.
- Shifts vary with the potential for overtime and Saturday hours depending on each Market area dispatch center needs.
- Some travel (up to 15%) may be required to work face to face with sites dispatcher is responsible for.
- Dispatches drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and customer satisfaction.
- Works with sites and the service department to optimize routes based on needs of the customer.
- Determines the daily level of driver staffing to provide best mix of responsiveness and productivity
- Assigns routes and service tickets to appropriate drivers throughout the day and for the next day; manages and determines route actions and assuring route completion.
- Handles fields incoming calls and e-mails from customer service and sales department; manages requests for all pick-up or delivery on any container movement within the Market area.
- Initiates communication to customers while drivers are on-site/location, resolving pick-up and other issues delaying the service.
- Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues
- Ensures same-day service on missed pick-ups by managing the routing for all routes and tracking Driver movement in the field
- Requirements:
- High School Diploma or G.E.D.
- 6 months of relevant work experience with working in a team setting, with the ability to communicate to several areas effectively
- Multi-tasking in a fast-paced work environment with excellent organizational skills.
- Dispatch/Routing/Logistics Experience
- Ability and Desire to Learn
- Microsoft Office: Word, Excel, Teams, Outlook
- Navigate Dual Monitors, Multiple Applications
- Bilingual: Spanish
- Benefits:
- Medical, Dental, Vision, Life Insurance and Short Term Disability
- Stock Purchase Plan with Company match on 401K
- Paid Vacation, Holidays, and Personal Days
- Benefits may vary by site
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