Dispatcher (UT)

At Glass America, our teams work to provide the elite infrastructure and supportive environment you need to Be the Best and outperform at every touchpoint in collision and glass services. As we continue to grow and lead the industry, we ensure you have the resources and the team behind you to move your career forward.

About the role

The Dispatcher position provides effective leadership, direction, and motivation for all technician staff to ensure that all customer vehicle repairs are scheduled in a timely manner according to Company standards. This position is also responsible for sourcing, ordering, receiving, and delivering parts to technicians accurately and promptly, while maintaining inventory and processing returns.

Responsibilities

• Educate, train, and maintain compliance with company standards.
• Take necessary actions to meet daily/weekly/monthly goals and objectives.
• Effectively communicate with all subordinates.
• Provide daily supervision and direction to all technician production staff.
• Initiate or suggest plans to motivate technicians to achieve work goals.
• Monitor the individual performance of the technician production staff on a regular basis.
• Order parts from vendors via fax, telephone, or other means and document conversations in the management system.
• Compare invoices against requisitions to verify quality and quantity of merchandise.
• Follow up on parts back orders and document actions in the management system.
• Coordinate returns and credits of parts and ensure they are picked up daily.
• Provide the A/P Department with POP invoices for appropriate purchases.
• Return and reorder damaged or defective parts; contact vendors for credits and process appropriately.
• Notify CSRs and team when parts are on back-order status and effectively notate work orders.
• Conduct calls to consumers between 7:00 AM – 9:00 AM (local time) to confirm technician arrival times (3-hour window).
• Reshuffle routes as necessary and provide feedback to dispatchers so technicians are notified of routing changes.
• Field ETA calls from customers and advise on status.
• Review dispatches/communications from technicians (Mobile Solution) and alert the Billing Department if jobs are completed.
• Receive contact from technicians to reschedule jobs and contact consumers to reschedule uncompleted jobs.
• Contact consumers when OE/Special Order parts arrive and schedule installations.

Inventory Management

• OE Parts / Special Order:
  • Order parts from select vendors.
  • Follow up with vendors on ETA dates to ensure parts arrive on schedule.
  • Contact consumers when parts arrive and schedule for installation.
  • Secure vendor invoices and provide copies to A/P.
  • Return parts to vendors as necessary.
  • Work closely and take direction from A/P.
• Aftermarket:
  • Order parts as directed.
  • Process part returns daily.
  • Confirm parts returns and credits from local distributors.
  • Confirm with technicians daily that there are no parts at their respective shops.
  • Confirm with local management daily that there are no unused parts at any location.
  • Work closely and take direction from A/P.

Requirements

• High School Degree.
• Supervisory experience (provide daily supervision and direction to technician production staff).

Skills

• Good communication skills.
• Attention to detail.
• Strong follow-up abilities.

Physical Requirements

• Standing: Constantly (6-8 hrs/day).
• Grasping: Constantly (6-8 hrs/day).
• Repetitive Motion: Constantly (6-8 hrs/day).
• Sitting, Walking, Keyboarding, Pulling, Lifting, Pushing: Not applicable.

Benefits

• 80 hours of paid time off annually (for full-time employees working 30+ hours per week).
• 80 hours of paid parental leave.
• 6 paid holidays annually.
• Medical, prescription drug, dental, and vision insurance.
• 401(k) Retirement Plan with company match.
• Employer-paid short-term disability and life insurance.
• Additional voluntary life insurance.
• Free prescription or non-prescription safety glasses each year.
• Voluntary Daily Pay option available.

Reasonable accommodations may be made to enable individuals with disabilities to perform the job.