About this role
Primary Position Purpose:
This position is responsible for supervising and developing drivers and dispatchers addressing customer service issues or complaints, and all shipments to meet the customer’s needs and demands. Ensures best course of actions for problem resolution daily to improve customer satisfaction, retention, utilization, and safety.
Schedule:
Full-time position. 8-hour shifts.
Position Functions:
• Proactively monitor safety metrics and key performance indicators around service pickup, on demand and scheduled
• Supervise drivers and dispatchers’ performance to ensure proper balance is achieved with business needs and driver needs
• Proactively coach dispatchers on performance or behavior expectations
• Partner with dispatchers to level service for customers by effectively managing expectations and communicating through relationships and proactive communication
• Maximize company profitability and revenue through appropriate equipment utilization and securing backhaul freight
• Ensure win scenarios that result in both high driver and customer satisfaction and loyalty
• Utilize effective communication to handle sensitive issues, difficult conversations, and/or driver disputes
• Effectively maintain driver loads based on availability (PTA), and ensure drivers and equipment are performing as necessary to provide on-time service
• Train dispatchers on on-boarding and screens as well as CDL renewal deadlines based on safety department tracking and procedures
• Utilize systems such as JD and TMW for various tasks to ensure maximum departmental productivity
• Collaborate with operational and support departments on various tasks
• Collaborate with cross functional departments on various tasks
• Collaborate with the operations department to ensure proper workflow
• Collaborate with sales to ensure timely and accurate information is provided to customers
• Collaborate with the organization to harness the collective intelligence of the workforce
• Collaborate within all levels of the organization to harness the collective intelligence of the workforce
• Conduct timely and effective investigations into accidents and incidents
• Prepare reports and key performance metrics around service pickup and delivery
Education:
• High school diploma or equivalent required
• Equivalent years of experience are defined as one year of professional experience for each year of education
Experience:
• 2+ years of operations experience including customer service, fleet management, or load planning preferred
• Transportation, logistics, and/or supervisory experience a plus
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Other facts
About Surge Staffing
For over 57 years, Surge has been a national leader in staffing solutions, workforce management and workforce program solutions.
With an ever-growing national network and a deep commitment to understanding each person’s unique potential, Surge is more than a staffing agency — we’re a team that builds lasting relationships based on trust, respect, and collaboration.
We bring the right fit, with the right skill, at the right time. Our people-first customer service delivers high-quality workforce solutions. What we guarantee, we make happen every time — and we do it faster than everyone else.
What you'll do
- The Dispatcher supervises and develops drivers and dispatchers, addressing customer service issues and ensuring all shipments meet customer needs. They are responsible for monitoring safety metrics, coaching staff, and maximizing company profitability through effective communication and collaboration.
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