Senior Dispatcher/Router Combo, Commercial

This is a fully remote position, open to applicants in Canada.

📋 Description

• Engages in back-and-forth communication with WM Drivers to aid in problem-solving while they are on their routes.

• Manages incoming service requests, directs drivers, and addresses service-related issues.

• Collaborates with customers, WM customer service, sales, and operational personnel (such as Route Managers and Mechanics).

• Utilizes WM's proprietary software to input ticket data and monitor activities.

• Works alongside routing specialists, route managers, and the service department to enhance complex routing efficiency.

• Dispatches drivers to service calls as they come in, balancing cost-effectiveness with response time.

• Responds to incoming calls from customers and emails from the customer service and sales teams.

• Makes outbound calls to customers while drivers are on-site to resolve pick-up and related issues.

• Identifies and addresses potential delivery and pick-up challenges before they escalate into service problems.

• Records and documents information from Drivers, distributing it to the relevant departments.

• Maintains communication with maintenance shop staff and acts as an emergency contact for down wires and other urgent matters.

• Acts as the primary contact for the manager, coordinating projects and other responsibilities as needed.

• Assigns tasks in the absence of the manager.

• Functions as an escalation point for other Dispatchers within the department.

• Trains new Dispatchers.

⛳️ Requirements

• High School Diploma or G.E.D (accredited).

• A minimum of 2 years of prior dispatching experience (in addition to educational qualifications).

• Preferably possesses additional or specialized training in transportation, logistics, or a related field of study.

• Customer service experience in a call-center setting is preferred.

🏝️ Benefits

• Competitive total compensation package.

• Medical, dental, vision, and life insurance.

• Short-term disability coverage.

• Stock purchase plan.

• Company matching on RRSP contributions.

• Paid vacation, holidays, and personal days.