Delivery Dispatcher

Summary

As a Delivery Dispatcher, you will coordinate and manage events that can impact the delivery driver's day. Your goal will be to balance the delivery driver's safety, while meeting customer requirements daily. Your success will be determined by your ability to provide support to delivery drivers and collaborating directly with internal and external customers.

What We Offer:

• Work Environment - Be a part of a collaborative environment that cultivates individual growth
• Competitive Compensation - Including an annual bonus plan, and 401k company matched up to 4%
• Paid Vacation - Plus an annual option to purchase additional vacation, too
• Wellness Support - With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program

Your Responsibilities:

• Receive emergency and non-emergency calls from customers, recording significant information, and prioritizing calls based on levels of importance
• Partner with Load Builders to maintain connection with both the customer and field representative in the execution of scheduled work
• Apply knowledge, and application policies and procedures effectively, and understanding the Sales Processes to ensure customers are billed appropriately
• Prioritize work and escalate emergency calls where required, rescheduling less critical work.
• Deliver status updates and pertinent information as required to Operations Managers and various internal parties
• Bring forward and implement recommendations to optimize performance and proactively resolve issues
• Make difficult and time sensitive decisions to support business objectives
• Maintain call center metrics (Average Handle Time, after call work, returned calls)
• Provide guidance to CSRs and Sales Representatives regarding building codes and gas codes, details regarding the technicians' schedules, and if the company can fulfill certain types of customers' request

Your Skills:

• Strong attention to detail
• Organizational skills
• Communication skills
• Problem solving skills
• Collaboration skills

Your Experience:

• Post-secondary degree or equivalent experience is an asset
• 3-5 years' experience in dispatch or a related field, preferably in a contact center or transportation environment

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that's created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone's responsibility.

Job Requirements - Work Experience
Customer Service

Job Requirements - Education
Diploma/High School Equivalent

Job Description

As a Delivery Dispatcher, you will coordinate and manage events that can impact the delivery driver's day. Your goal will be to balance the delivery driver's safety, while meeting customer requirements daily. Your success will be determined by your ability to provide support to delivery drivers and collaborating directly with internal and external customers.

What We Offer:

• Work Environment - Be a part of a collaborative environment that cultivates individual growth
• Competitive Compensation - Including an annual bonus plan, and 401k company matched up to 4%
• Paid Vacation - Plus an annual option to purchase additional vacation, too
• Wellness Support - With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program

Your Responsibilities:

• Receive emergency and non-emergency calls from customers, recording significant information, and prioritizing calls based on levels of importance
• Partner with Load Builders to maintain connection with both the customer and field representative in the execution of scheduled work
• Apply knowledge, and application policies and procedures effectively, and understanding the Sales Processes to ensure customers are billed appropriately
• Prioritize work and escalate emergency calls where required, rescheduling less critical work.
• Deliver status updates and pertinent information as required to Operations Managers and various internal parties
• Bring forward and implement recommendations to optimize performance and proactively resolve issues
• Make difficult and time sensitive decisions to support business objectives
• Maintain call center metrics (Average Handle Time, after call work, returned calls)
• Provide guidance to CSRs and Sales Representatives regarding building codes and gas codes, details regarding the technicians' schedules, and if the company can fulfill certain types of customers' request

Your Skills:

• Strong attention to detail
• Organizational skills
• Communication skills
• Problem solving skills
• Collaboration skills

Your Experience:

• Post-secondary degree or equivalent experience is an asset
• 3-5 years' experience in dispatch or a related field, preferably in a contact center or transportation environment

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that's created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone's responsibility.

Job Requirements - Work Experience
Customer Service

Job Requirements - Education
Diploma/High School Equivalent