Industrial Router & Dispatcher
About the position Works closely with optimization team to collect details and data to build out customer profiles and place customers on a route. Must understand the fundamentals of logistics to identify customer attributes and characteristics that may impact a driver's route. Uses Waste Management proprietary software to create customer profiles, gather ticket information and track activity. Communicates back and forth with WM Drivers to assist with problem resolution while on route. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers, Waste Management customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). The ideal candidate will have a background in logistics, experience working with logistics software and applications, and strong analytical skills. Bilingual in English and Spanish preferred. The initial schedule will be 10AM to 7PM, however shifts can vary depending on operational needs with the potential for overtime and Saturday hours depending on site needs. Some initial travel (up to 15%) may be required to assist with centralization efforts and training. The initial training will be conducted at our WM site in Baldwin Park, CA. Candidate must reside within commutable distance of a WM office in Southern CA. Responsibilities • Works with routing specialists, route managers, and the service department to optimize complex routes • Dispatches drivers to calls as they are received, using information on customer needs, driver's locations and loads, and daily factors to balance cost and speed of response • Fields incoming calls from customers, and e-mails from customer service and sales department; manages requests for pick-up or container delivery and ensuring same-day service • Initiates outbound calls to customers while drivers are on-site/location, resolving pick-up and other issues • Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues • Records and documents information from Drivers and distributes to appropriate departments • Communicates with maintenance shop personnel and serves as an emergency point of contact for down wires and other issues • Serves as point person for manager; coordinates projects and other tasks as necessary • Delegates work in managers absence • Serves as an escalation point for other Dispatchers in the department • Train new Dispatchers • Can be asked to cover all lines of business (Commercial, Residential, Roll-Off), multiple sites etc. within an area Requirements • High School Diploma or G.E.D (accredited) • Minimum of two (2) years of previous dispatching experience • Additional or specialized training in transportation, logistics, or similar area of study • Customer service experience in a call-center environment preferred • Computer skills with ability to handle multiple programs and systems • Must be able to communicate effectively and professionally via e-mail, telephone, and 2 way devices • Must have the desire and ability to learn Waste Management proprietary software applications Nice-to-haves • Bilingual in English and Spanish preferred Benefits • Medical • Dental • Vision • Life Insurance • Short Term Disability • Stock Purchase Plan • Company match on 401K • Paid Vacation • Holidays • Personal Days Apply tot his job