Dispatcher (Service and Bulk Coordinator) – Timmins

• We are recruiting on behalf of a leading local provider of reliable and efficient fuel services in Ontario, with a solid commitment to excellence and a reputation for delivering exceptional customer service and safe, dependable fuel solutions. 
• Our client's dedicated team of experts is driven by a passion for meeting energy needs with professionalism and expertise for residential, commercial, and industrial applications.

• The Dispatcher (Service and Bulk Coordinator) is a key team member responsible for the effective execution of daily propane deliveries across a large geographic territory in Northeastern Ontario. 
• This role is also essential for managing the Service Technician(s), ensuring high-quality maintenance, repairs, and installations of propane equipment in a positive and professional manner. 
• You will work closely with the Lead Service and Bulk Coordinator and the Customer Experience Representative to ensure a high level of customer satisfaction.

• This role requires a blend of logistics coordination, customer service, and technical service management.

• Maintain our high level of customer service by ensuring safe, timely, and cost-effective deliveries, coordinating with drivers, sales, service, and management as necessary.
• Daily Dispatching: Answer phones; receive orders from customers; prepare delivery data; and dispatch "will-call" deliveries and drivers.
• Route Planning: Use proprietary dispatch software to schedule truck routes for next-day deliveries.
• Data Management: Utilize GeoTab (GPS) and Navision software to reference client conversations, site locations, equipment, and refueling requirements.
• Customer Accounts: Ensure customer account information is accurate and current, including calculating and recording fill frequency dates.
• Forecasting: Run the "Autorun Report" to determine appropriate degree day fills; analyze data to properly determine fills and escalate inconsistencies to the Supervisor.
• Sales Support: Enter sales leads into the ADDs system or directly transfer calls to the Inside Sales Representative. Work with sales and large customers to plan demands and delivery schedules to ensure product availability.
• Driver Support: Provide assistance and direction to drivers regarding routes, equipment utilization, and customer requirements.
• Handle COD requests, prepare credit card preauthorization, monitor delivery, and forward actual invoice amounts to the AR/Credit Team.
  
  

• Technician Management: Manage technicians to ensure set standards for excellence, customer satisfaction, productivity, and cost control are met.
• Scheduling: Forecast and schedule manpower to ensure an effective match between workload and technician availability, meeting productivity and quality standards.
• Inquiry Response: Answer all incoming calls and respond to all inquiries from customers, technicians, and coworkers.
• Issue Resolution: Identify and resolve day-to-day operational problems that impact service delivery.
• Compliance & Records: Ensure technicians submit all required documents for work performed and accurately enter all information into Navision. Maintain records for comprehensive inspections and document all reported hazards.
  
  

• Ensure quality control is carried out so that all work complies with current codes, gas safety regulations, and standards.
• Utilize ADDs Systems to enter, update, and manage customer information.
• Work closely with the Customer Experience Representative to maintain excellent customer relations and resolve complaints.
• Perform month-end reconciliations as requested by the accounting department.
• Identify potential ways to improve work practices to maximize customer service, employee satisfaction, and profitability.

• Education: Post-secondary education or equivalent.
• Experience Required: Previous experience with a high-paced call centre/customer service/dispatch role is required. Logistics/distribution industry experience is desirable.
• Skills: Demonstrated commitment to excellent customer service. Highly organized, efficient, and able to perform a variety of tasks simultaneously. Excellent communication and organizational skills, with a high level of attention to detail.
• Technical: Intermediate to advanced computer software skills (Microsoft Outlook, Excel and Word). Experience with Customer Relationship Management software (CRM) or Navision is an asset.
• Industry Knowledge: Knowledge of the propane industry is beneficial.
• Language: Bilingualism is an asset.
• Commitment: Must be able to pass pre-employment testing including drug and alcohol screening and a physical.
• Transportation: Must possess a valid G class driver’s licence and a reliable vehicle. Reliable commute to or residing in Timmins.
  
  

• Hourly Rate: $27.00 - $29.00 per hour, dependent on qualifications and experience.
• 8:00 a.m.-5:00 p.m shifts. 
• Vacation: Eligible for paid vacation time.
• Benefits: Eligible for Group Benefits plan after 90 days and Group RRSP plan after one year of service.