CRM Jobs - Dispatcher, 25600

at DPI Specialty Foods
Location Canton, MA
Date Posted August 17, 2019
Category Default
Job Type Full-time


Summary:   The Dispatcher is responsible for ensuring an efficient operation of the overnight delivery function by working directly with all DPI drivers to resolve any delivery issues that may arise from equipment failures, weather or store readiness and communicate resolutions to appropriate parties in a timely manner.     The Dispatcher is the first point of contact to address overnight associate questions, accident investigations and interviews, and promptly address customer service concerns.


Essential Duties and Responsibilities:

  • Dispatching and assisting drivers throughout the night by resolving any delivery issues and expediting all customer service concerns while operating in a safe and proficient manner.
  • Responsible for driver check in process, which includes auditing, route equipment and documentation, and inspecting the condition of trailer and cab for cleanliness.  Reviewing all driver packets is required to make sure the driver has returned the phone, phone charger, and keys prior to driver and/or helper punching out for shift end.
  • Maintain an efficient night transportation operation for a seamless transition to the day shift operation.
  • Conduct daily driver safety messages throughout the night to increase safety focus and awareness, and to minimize work related injuries and accidents.
  • Direct investigation in Customer Reporting Management System (CRM) to verify case detail of customer complaints.   Communicate and discuss delivery opportunities with management staff.
  • Proactively manage route times and review driver time keeping processes to maximize efficiencies.   Daily review of driver logs to ensure compliance with all DOT regulations.
  • Review “I-Bright” system throughout the night for driver location and cold chain compliance
  • Make sure all fleet maintenance documents (Driver Vehicle Inspection Report) are complete and accounted for each night.
  • Ensure all overnight reports are completed; accurately and timely by shift end. Be familiar with and adhere to all Federal DOT and FMCSA regulations and policies.
  • Recognize and enforce all company policies and procedures.

Other Duties and Responsibilities:

 Maintain clean work environment, which may include picking up trash and cleaning spills.

•         Other duties, including small projects, may be assigned to fulfill DPI’s objectives.

Knowledge, Skills & Abilities:    The employee must have proficient knowledge of English and basic math skills. A high school diploma or equivalent is required.   A minimum of 3 years of experience in vehicle routing, dispatching or logistics role is required.  CDL License, class A or B preferred.  Excellent communication skills with the ability to listen, speak plainly and communicate effectively is required.    Solid problem solving skills including the aptitude to prioritize issues for immediate resolution is required.  The employee must have attention to detail, be self-motivating, be able to work independently, and have the capacity to prioritize multiple activities on a daily basis. Being adaptable and flexible in a rapidly changing environment is a plus.   Experience with Microsoft Office applications (Excel, Word, Outlook, PowerPoint) and Oracle and/or AS400 is preferred.   Proficiency in Oracle or AS400 is required after 90 days.

Work Environment:  Exposure to variable temperatures from three different product climates (dry, cold, and freezer).  There are moderate noise levels in dock and warehouse areas.  The employee will be exposed to various weather conditions including rain, snow and cold conditions.

Work Hours:  The work schedule varies according to business needs.  An alternating schedule consisting of 3 days on/4 days off (36 hours), or 4 days on/3 days off may be utilized, as well as a 5 days a week, 8 hours a day or 4 days a week, 10 hours a day schedule.  Start times may vary and in some locations, this will be a night shift position.  Work hours and shifts are subject to change depending on operating business conditions and needs.  The employee will be required to work overtime, holidays and weekends.

Physical and Mental Demands: Light exerting up to 20 pounds of force occasionally, and up to 10 pounds of force frequently to move objects.  This position requires frequent standing and walking. Frequent use of the upper extremities is required to reach, handle, grasp and use desk tools, paperwork, files, and operate computer systems and handle product.  Know, apply and enforce temperature sensitive protocols (cold chain) when transporting goods.  Know, follow and apply DPI grooming, personal hygiene and dress code standards, including use of appropriate personal protective equipment (PPE) and other safety items.   Know and enforce DOT and FMCSA regulations.


Supervisory Responsibilities:   None.