Dispatcher - Customer Service
- - 491 - Customer Service
- Irving , TX, USA
- Full Time
- Medical/Dental/Vision/401k, PTO
Summary: Our dispatchers work in a fast paced environment that is the heart of activity for our fuels business. Maximizing customer service and company profits through dispatchers' effective management of our fuel supply network, inventories and carriers is essential to our company's success. They ensure that we meet our goal of exceeding customer expectations in a timely, reliable and professional manner by completing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Keeps daily communication with carriers, our customers and assigned Regional Sales Manager via phone, fax, and email
- Obtains detailed fuel order specifications from customers
- Sources available supply for customers and quotes best customer pricing
- Dispatches fuel deliveries for assigned locations using approved outside carriers ensuring all deadlines are being met
- Follows up on status of deliveries with carriers
- Updates customers on the status of fuel orders and deliveries
- Handles administrative paperwork and computer entry duties for each customer, order and delivery
- Cover after hour services per on call schedule
- Determines appropriate course of action to resolve issues and diffuse customer complaints
- Acts as a business partner to assigned Regional Sales Manager and a liaison between Regional Sales Managers and customers
- Identifies priorities and utilizes available resources to effectively meet priorities
- Develops positive relationships with customers and carriers
- Works with all company personnel in a spirit of cooperation and teamwork
This job has no supervisory responsibilities.
To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Uses reason even when dealing with emotional topics.
Project Management - Communicates changes and progress.
Customer Service - Manages difficult or emotional customer situations; Anticipates, monitors and responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Accountability - Accepts responsibility for own actions and decisions and demonstrates commitment to accomplish work in an ethical, efficient and cost-effective manner; Follows through on commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Diversity - Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce; Upholds EPIC Aviation, LLC core values.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds EPICs' organizational values.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports EPIC's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position;
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Dependability - Follows instructions, responds to management direction; Commits to long hours of work when necessary to reach goals. Completes tasks on time
Or notifies appropriate person with an alternate plan.
Initiative - Volunteers readily; Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High school diploma / GED required. Associate degree or some post-secondary education preferred. Minimum of 3 years equivalent experience preferred
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
To perform this job successfully, an individual should have intermediate PC skills and working knowledge of Excel, Outlook and Word.
Ability to multi-task is essential
Prior dispatch experience or working knowledge of delivery/dispatch management preferred.
Fuel and FBO experience is a plus.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit and use hands to handle or feel. The employee is frequently required to stand; walk; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and distance vision.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently exposed to an open office setting in a climate controlled building. The noise level in this environment is usually low or moderate.
This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other duties.
***This position is located in Irving, TX.***