Dispatcher / Customer Service Agent II na Watchpoint Logistics, Inc.

Description

We are seeking an experienced Dispatcher with Customer Service experience for a hybrid role at our Milpitas warehouse. This position will flex their time between dispatching and supporting customer service requests. The Dispatcher is responsible for the coordination of the daily cartage workload. They are key to success for our drivers and have a direct impact on the overall success of Watchpoint. This position works directly with our drivers and internal Watchpoint teams to provide direction for the dispatched shipments to both company drivers and independent contractors. Customer Service agents utilize their communication skills and industry knowledge to ensure our customers supply chain runs efficiently. They build relationships with customers and collaborate with internal teams, carriers and network partners to resolve logistical challenges.

Pay & Perks

• Medical, Dental, and Vision Insurance
• Life Insurance
• 401k + 4% Company Match
• Vacation, Sick Pay + Holidays
• Employee Assistance Program
• Monthly Team Lunches
• Wellness Program

The starting pay for this position is expected to be $26 to $30 per hour. Exact compensation is based on skills, experience, education, and location.

This position is Monday - Friday, 8am - 4:30pm.

Job Duties - Dispatcher

• Plans and schedules freight for transport
• Works closely with drivers, helping to ensure transportation deadlines are met
• Provides accurate instructions/information and documentation to our drivers, enabling them to exceed customer expectations
• Recognizes traffic patterns, informs drivers of potential hazards, and assists with determining the most effective route
• Serves as primary communication liaison with internal partners
• Updates inbound and outbound orders in Transportation Management System (TMS)
• Assists in fleet management
• Performs other duties as assigned

Job Duties – Customer Service

• Assists in logistics and transportation arrangements; receiving and order processing, cycle counting, transportation bookings, and establishing delivery schedules with carriers and vendors.
• Utilizes their customer service knowledge and experience to proactively update the customer and address questions regarding the status of their receipts, orders, inventory, and shipments.
• Navigates Salesforce to manage case requests through closure. Utilizes Salesforce process review tool to monitor service failures and provide root cause.
• Manages incoming emails, messages, calls – solving customer issues.
• Manages and retains documentation through Warehouse Management (WMS) and Salesforce tools.
• Ensures customer satisfaction by providing professional customer support, utilizing positivity and empathy.
• Creates receipts and orders within the WMS and distributes to the warehouse(s) for processing. 
• Creates packing lists, invoices, transportation documents and other documents associated with receiving, inventory control, and shipping.
• Gathers data and updates performance reports, communicates with customer as requested.

Requirements

• Proficient use of computer systems and applications (MS Office, SAP, WMS) as trained/required. 
• Makes the best use of available time and resources. Takes personal responsibility for the quality and timeliness of work.
• Consistently exhibits flexibility in resolving customer problems in a timely manner. Exercises good judgment in resolving general disputes or problems. 
• Able to communicate effectively and collaborate with team members to achieve common goals. Sees opportunities to supports other team members.
• Able to express ideas and information clearly, concisely, and accurately both verbally and in writing. Demonstrates active listening and seeks to understand others perspectives.
• Approaches problems with a solution focused mindset and uses judgment to resolve issues. Assists with finding root cause and implements process improvements.
• Demonstrates accuracy, thoroughness, and efficiency. Plans and organizes work, manages time well, handles multiple tasks simultaneously, and completes initiatives with minimal errors. Meets productivity goals set by management.

Education and Experience

• High school diploma and minimum one year of experience in transportation dispatching and customer service.
• Minimum one year of experience with CRM systems, Salesforce preferred.

Physical Requirements

The usual and customary methods of performing the job's essential functions require the following physical demands: operating a computer, remaining stationary for most of the shift, and occasionally moving about the workspace. The person in this position frequently exchanges information using email and other electronic communication methods and must be able to observe and report on communication received via phone and computer.

About Us: At Watchpoint, you will work alongside a small but highly experienced multidisciplinary family, where we value and respect all individual strengths and contributions. Our mission is to be the employer of choice, achieving world class employee and customer satisfaction in the transportation and logistics industry. At Watchpoint, we recognize that employee satisfaction and engagement is the driving force to successfully realizing our Company’s mission. In fact, we continuously rely on employee feedback to understand how to maximize our teams’ professional and personal growth. Every member of our team is a critical component at Watchpoint. 

Watchpoint Logistics, Inc. is an equal opportunity employer.

Visit us at https://www.watchpointlogistics.com