Description

At Hackbarth Delivery Service, Inc., we’re more than a delivery company — we’re driving innovation in logistics. As an industry leader, we’re redefining the delivery experience through cutting-edge technology, strategic insight, and a commitment to sustainability. As we continue to grow, we’re seeking an experienced CSR Dispatcher I  to join our team.  

JOB SUMMARY

Job responsibilities include responding to inquiries, processing orders and handling internal and external communications in a prompt, courteous and effective manner. The handling of customer orders, issues, and inquiries in a manner which adheres to company procedures is a primary responsibility. The CSR / Dispatcher is expected to research and help solve customer service problems, communicate timely updates and escalate when appropriate. Process and input all customer orders, verify on-hand inventory sufficiency to cover shipping orders and generate all related paperwork & necessary information required for customer work orders. Coordinates and directs the movement of trucks and freight in order to make pickups and deliveries in an efficient and timely manner. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Organizational Management 

• Direct customer contact via phone, email, portal, or other approved communication channels; build and maintain positive relationships with customers; provide order status updates, research and help resolve customer questions or complaints, and escalate when appropriate.
• Acts as a liaison between the terminals and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes.
• Provides pricing and delivery information, and processes orders
• Oversee all paperwork associated with shipping and receiving functions and facilitates the corresponding files; schedules inbound & outbound freight to comply with Company operations as needed.
• Build and maintain effective working relationships with the various customers and establish clear communications with all necessary information to meet customer requirements.
• Keep records of customer interactions or transactions, recording details of inquires complaints, comments and actions taken in appropriate software.
• Maintains email, text, and phone contact with line hauls, independent contractors, and employee drivers and tracks movement with GPS or other software and fills out and maintains and updates company records as needed.
• Receives information and dispatches aid in response to any emergency needs for assistance or repairs to appropriate parties both internal and external.
• Communicates with Line Haul Drivers and terminals while they are in route to pick-up or delivery at wholesalers or other customer depots.
• Oversee the transmission of paperwork associated with shipping and receiving functions and maintains the corresponding files as needed in the customer portal; schedules inbound & outbound freight to comply with Company operations.

Learning Organization and Staff Training

• Actively participates in internal and external training opportunities and develops new skills as customer and business needs evolve.
• Exhibits enthusiasm for learning and personal growth and adapts to changing customer needs, expectations, processes and technology.
• Understands and can describe key components of all Hackbarth’ lines of service.

Community Partnership

• Represents Hackbarth’s Values and follows Hackbarth’s Values within the community at all times.

Technology

• Proficient use of standard office technology and equipment, including computers, scanners, Microsoft 365 applications such as Word, Excel, PowerPoint, Outlook and Teams, web-based customer portals and other approved business systems.

Proficient working knowledge of software, including but not limited to Xcelerator, with the ability to learn new company or customer systems as needed.

QUALIFICATIONS

• Associate degree with 2 plus years of experience or HS diploma with 5 years of experience to include: Customer service
• Database management
• Order entry and invoicing
• Basic knowledge of transportation documents and inventory
• Experience managing multiple projects and schedules
• Proficient in Microsoft 365 applications, including Excel, Word and Outlook.
• Demonstrated ability to
• Work effectively with internal and external individuals, including other professionals in the community.
• Work effectively as a member of a team.
• Effectively communicate with various internal and external audiences in person and through phone, email, messaging and other approved electronic media.
• Manage time and work effectively with minimal supervision.
• Effectively manage multiple priorities simultaneously.

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