Job Summary 

We are seeking a reliable and organized Dispatcher to join our team. The ideal candidate will have experience in dispatching drivers, managing schedules, and optimizing scheduled stops along designated routes. As a Dispatcher, you play a pivotal role in connecting our valued customers, donors, and corporate partners with our dedicated staff. Your days are dynamic, balancing incoming calls, scheduling pickup requests, and providing vital support to our drivers in the field. In this role, you are not only a dispatcher but also the customer service liaison who creates a positive first impression and assists with inquiries. 

Key Responsibilities 

• Professionally and courteously handle incoming calls from customers, donors, and corporate partners, providing them with information, assistance, and a positive experience 

• Act as a bridge between customers and donation pickup drivers, facilitating communication, scheduling, and addressing customer inquiries, concerns, or requests related to pickups 

• In partnership with the Head Driver, efficiently schedule and coordinate pickup requests, ensuring prompt and accurate communication with both customers and drivers to meet service expectations 

• Support drivers by providing them with essential information and updates throughout their assignments 

• Address customer issues or concerns promptly and effectively, seeking solutions and maintaining a high level of customer satisfaction 

• Handle multiple tasks simultaneously, managing call traffic, dispatch requests, and customer inquiries while maintaining professionalism and attention to detail 

• Serve as the central point of communication for the thrift store, ensuring that messages and information flow effectively between customers, drivers, and other store personnel 

• Make quick decisions and problem-solving judgments to resolve issues as they arise 

• Effectively utilize dispatching software and communication equipment proficiently to streamline operations and maintain accurate records 

• Provide administrative support to the store leadership team as needed 

• Provide support by conducting product research for our team of pricers as needed 

• Deliver timely feedback and observations to the leadership team regarding Drivers' performance, including adherence to lunch break policies 

Qualifications 

• Previous experience in dispatching, logistics, or related field preferred 

• Strong organizational and time management skills 

• Excellent communication and customer service skills 

• Ability to work independently and as part of a team 

• High school diploma or GED preferred 

Physical Requirements 

• Computer Work: The primary responsibilities of this role involve working on a computer and performing tasks that require prolonged periods of sitting, typing, and using a computer monitor. 

• Visual and Auditory: The role may require the use of visual and auditory senses to interact with computer screens, documents, and to communicate during meetings, both in person, remotely, and over the phone. Good hearing to detect warning signals and communicate effectively with coworkers and supervisors  Possesses clarity of vision at 20 inches or less and 20 feet or more 

• Communication: Effective verbal and written communication is essential. 

• Manual Dexterity: Frequent use of hands and fingers for tasks such as typing, writing, and handling office equipment are necessary. Skilled in tasks involving seizing, holding, grasping, turning, or otherwise working with hand or hands   

• Safety: Adherence to safety guidelines and protocols is required.  

• Mental capacity for determining time, place, and sequence of operations or action to be taken on the basis of analysis of data. May include prioritizing multiple responsibilities and/or accomplishing them simultaneously. 

Work Environment 

• Atmosphere: The work environment is dynamic and characterized by a consistently busy atmosphere. The ability to thrive in a fast-paced and busy environment is essential for this role. 

• Noise Level: The work environment is noisy. Due to the nature of our operations, the ability to work effectively in a noisy environment is a requirement for this role. 

• Lighting: The work environment is characterized by bright lighting throughout the front and back of store, which is integral to our operational requirements. Due to the nature of our operations, the ability to work effectively in a bright environment is a requirement for this role. 

• Interactions with Others: The role involves regular interactions with customers, donors, and coworkers, fostering a collaborative and customer-focused environment. Effective communication and interpersonal skills are a requirement for this role. 

• Flexibility: The nature of this role requires a high degree of flexibility. Employees may be asked to switch tasks based on operational needs. Employees are expected to work in all areas as assigned, contributing to a well-rounded and collaborative team environment. 

Language Requirements 

• Employees are not required to communicate exclusively in English within the workplace. However, the nature of the position may entail interactions with customers, donors, colleagues, and supervisors who primarily use English. In such instances, a fundamental understanding of written and spoken English for comprehending instructions, as well as the ability to communicate verbally and in writing in English, may be necessary. 

Other Requirements 

Dependability: Effective performers demonstrate regular and punctual attendance. They behave consistently and predictably; are reliable and dependable in fulfilling their professional obligations.  

Integrity: Effective performers think and act ethically and honestly. They apply ethical standards of behavior to daily work activities. They take responsibility for their actions.