Dispatch Manager

About the role

The Dispatch Manager will lead a seasoned team within the Ready Mix Concrete organization supporting a growing customer centric culture while balancing cost efficiency and the needs of an on time delivery based customer. You will be expected to provide leadership to handle complex customer situations and escalation concerns and determines resolution related to the order placement and scheduling processes.

Responsibilities

• Ensure all customer service activities support the strategic objectives of the organization.
• Maintains work to ensure a high level of customer satisfaction; reviews order entry and assesses schedule to optimize driver productivity.
• Intervenes in complex customer service situations where dialogue with the customer has escalated to high management levels within the customer organizations or where issues are beyond the expertise of Dispatch Center staff.
• Counsels and negotiates with customers to develop mutually beneficial outcomes.
• Provides excellent customer service to internal and external customers. Exceeds customer expectations.
• Responsible for ensuring order processing and dispatch accuracy and timeliness.
• Provides day-to-day oversight for Dispatch Center team.
• Works with the Regional Sales team to enhance the communications and service leading to increased sales and improved service.
• Analyze customer service related information and evaluate the results to choose the best resolution and alternatives to customer service challenges, and to identify opportunities to improve the customer service experience.
• Works closely with Commercial Manager and Territory Sales Managers, Plant Managers, Materials Performance (Quality) and Credit Collections personnel.
• Seek opportunities for continuous process improvement ideas and potential cost savings.
• Lead and manage front-line / professional support teams to peak effectiveness and efficiency in order to deliver maximum results.
• Ability to perform cost analysis to ensure optimal source is utilized.
• Ability to complete Root Cause Analysis and implement changes to prevent issues from reoccurring.
• Ensures that employees are at work on time, actively engaged in assigned activities. Direct supervisory responsibilities for staff including selection, hiring, training, performance evaluation, corrective action, promotional recommendations and work schedules.

Requirements

Education: High school diploma or equivalent or 5 years of equivalent experience
Required Work Experience: 5 years
Additional Requirements: Successful candidates must adhere to all safety protocols and proper use of Amrize approved Personal Protection Equipment ("PPE"), including but not limited to respirators. Subject to applicable law, employees that are required to wear respirators must be clean shaven where the respirator seal meets the face in order to pass the qualitative and quantitative fit tests.