Position Summary:
Plans, schedules, and coordinates the timely, safe and efficient delivery of petroleum products. Utilizing a computerized dispatching system, maps and builds daily delivery routes and effectively communicates with customers, schedules trucks and drivers, and monitors delivery progress. Performs a variety of administrative and computer related responsibilities to ensure a high level of customer satisfaction, promote corporate goals and objectives and grow the company while contributing to an efficient, harmonious working environment.
Essential Functions:
- Courteously answers the phone, recording customer orders and information, or resolving customer problems. Ensures correct customer information when taking a phone order. Proactively communicates back to customer:
- If a delivery cannot be made or completed
- To resolve after hours service requests
- Acts as a primary communication link with all drivers. Monitors all driver’s progress in completing routes and ensures that drivers stay on trace/route.
- Assigns same-day deliveries to the appropriate driver. Build efficient routes by mapping and sequencing deliveries.
- Communicates with co-worker regarding the following:
- Exceptions about truck and driver availability for next day or week
- Driver manifests
- Returning tickets per route for prior day’s deliveries
- Reviews and seeks to improve key metrics. Helps attain performance goals. Enthusiastically participates in promotional programs and contests.
- Utilizes the ADDS E3 system for customer account maintenance, setting up new accounts, and updating customer logs.
- Perform computer related input and other clerical tasks relating to one or more of the following: Inventory control, accounts payable, accounts receivable, computer input (posting) and IFTA mileage tracking.
- Supporting other members of the office staff by cross training with the department and offering assistance as needed.
Other Tasks:
- Performs other work-related duties as assigned.
- Assist with special projects and other work-related duties as assigned.
Other Attributes Required:
- Strong verbal and written communication and interpersonal skills
- Planning and scheduling skills
- Ability to work in a team environment
- Analytical skills
- Technology/computer skills
- Ability to hold others accountable
- A commitment to exceptional customer relations
- Dependability
- Accuracy, organization, and attention to detail
- Ability to work in a dynamic environment without distraction
- Flexibility to work seasonal overtime
- Problem Solving Skills
- The ability to adapt to change
Education:
A high school diploma or equivalent is required.
Experience:
Two years of experience in a scheduling and dispatch environment is preferred.
Equipment/Software Used:
Computer keyboard, mouse, RAVEN computerized delivery/dispatch system, ADDS E3 system, telephone
Decisions Made:
Decisions are made relating to dispatching petroleum products and customer relations. This position provides input into driver performance as it relates to completion of routes and staying on routes. Complex decisions are made in consultation with the Manager. This position works as a “trusted advisor” to provide assistance to our customers. Resolves customer issues such as delivery problems.
Contacts:
On a daily basis this employee is in contact with customers, drivers, and other office staff.
Safety Considerations:
Personal safety considerations related to proper ergonomics while working in an office. Customer confidentiality to ensure the safety of our customer’s information. Other safety consideration relate to the dispatching of Heating Oil and to avoid partial deliveries and minimize risk associated with delivery during all kinds of weather and varied delivery situations.
Work Environment:
The work environment is a fast-paced office setting.
Physical Requirements Analysis:
- The position requires frequent sitting with some standing and walking.
- There is frequent use of the hands/arms/fingers to reach, feel, handle paperwork, and input data into a computer
- There is frequent communication involving both talking and listening over the telephone or radio and in person
- Vision requirements include the ability to read printed and handwritten documents and information contained on a video display terminal.
Weight or Force Moved:
There is seldom a need to lift an object weighing in excess of 10 pounds.