Are you ready to be a part of one of the largest trucking companies in the US. With over $1.7B in revenue in 2010, SIRVA is the 13 th largest For-Hire Carrier in the United States where you can use your passion for customer service while being challenged, inspired and pushed to constantly be your best? If so, SIRVA Inc. has an amazing opportunity for you!
Alliance Relocation Services, a Division of SIRVA, has its North American service and Dispatch center based in Fayetteville, NY. Alliance manages a variety of Specialty Relocation Services the relocation industry.
The Nationwide Dispatcher exists to ensure quality service providers (service technicians) are secured for job orders; coordinate the details, and provide superior service to customers.
The successful individual will leverage their knowledge and experience to:
On a daily basis, consult with other dispatch personnel and the department supervisor to ensure there is an adequate work plan for that day.
At the end of each day consult and coordinate with dispatch personnel and/or the department supervisor on the next-day jobs to ensure there are no service failures or delays in service.
On a daily basis, receive pre-assigned job orders and take the steps necessary to assign an appropriate technician to fulfill the order.
On a daily basis review the next day’s service times schedule. Confirm arrangements with shippers and technicians.
Process next-day job reports; provide technicians with any missing paperwork.
Satisfactorily accommodate unscheduled job orders and take the steps necessary to assign an appropriate technician to fulfill the order.
Follow-up on orders to ensure all the appropriate steps have been taken, this includes contacting shippers and customers to inquire as to if the jobs were completed to their satisfaction. Resolve any problems or issues on own or consult with the Dispatch Supervisor or Operations Manager as appropriate.
Ensure the proper authorization process is followed if additional items are added to the order, including obtaining permission from the customer and communicating with those that need to be involved, both internally and externally (customer service department/technician).
Whenever job order activity takes place, ensure proper notes are entered into the system records to ensure any staff member can see the exact status of all orders.
Ensure satisfactory relationships are developed and maintained with vendors/technicians and movers.
Using a variety of means, including internet searches, locate, qualify, and contract with new vendors to continually service customers' needs.
Negotiate best pricing for services provided by technicians on all job orders. Ensure technicians are fully aware of and agree to our service and billing requirements.
Receive incoming calls from shippers, technicians, customers, movers and others to ensure their requests are satisfactorily met.
Work with the billing department as needed to resolve technician billing issues.
Enter new 3 rd party vendors/technicians to the ABE database and QuickBooks to ensure a complete record is on file which includes the list of services they provide and geographical areas (counties) they cover.
Review all new vendors/technicians weekly with Dispatch Supervisor to ensure correct information has been obtained and entered into the ABE system correctly.
Assist in the training process of new dispatchers and other staff members who perform dispatch duties.
Actively participate in all departmental and company meetings.
Ability to work flexible hours (e.g. 11:00 am to 8:00 pm and some Saturdays).
Perform all other duties as assigned by management or needed to support business operations.
The ideal candidate should have:
High school degree or equivalent. Associates degree preferred.
1 - 2 years working in a fast-paced service oriented environment. Experience in a moving company, shipping department and/or dispatching of service is highly desired.
Excellent interpersonal and communications skills, including relationship development.
Planning and organizing skills.
Ability to work as part of a team.
Proficient PC skills and the ability to learn new software applications. Ability to be proficient with Outlook, Word and Excel and strong data entry skills.
General mechanical aptitude enough to understand and explain to customers and vendors service requirements.
Strong problem solving ability with attention to detail.
Decision making ability and ability to exercise good judgment.
Ability to successfully manage stressful situations and maintain a pleasing demeanor.
SIRVA is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to race, sex, national origin, color, age, disability, veteran status, pregnancy, sexual orientation, religion or any other basis prohibited by applicable law. More information about SIRVA can be found on the Company's Web site at www.sirva.com.