The Domestic Operations Dispatcher contributes to meeting Langham goals of exceptional customer service, quality, process improvement, and profitability by assisting customers to control their flow of supply chain raw materials, works-in-progress, and finished goods, and ensuring customers’ pickups and deliveries are completed as required with no damage. The Operations Dispatcher is ultimately responsible for the outcome of customer shipments, i.e. meeting customer expectations of pick up, delivery, and pricing.
Activities can include front-line support, daily compliance tendering, negotiating carrier rates, understanding customers’ rate contracts, rating shipments with agreed-to-tariffs, ensuring customer contract rates are correctly applied, and obtaining proofs of delivery. Activities as well as work hours may fluctuate in response to daily demands and the needs of the department.
Performance metrics will be established annually based on
Agent availability, long abandons/calls, average call duration, calls per shipment, growth and profitability, absenteeism, POD performance, integrity of data within TMS, error free and timely reporting, and availability to address on-call related occurrences.
Key Outcomes Expected
Ensure customers’ shipments meet pick up and delivery expectations according to customer requirements without damage:
Manage the relationship with carriers to ensure the most effective and efficient delivery of customer goods
Establish and promote a positive relationship with customers and Langham sales staff
Critical Skills, Knowledge and Behaviors
Experience/Education
Physical Demands
Must be able to work proficiently with computers and other office equipment. Will spend majority of time sitting working on computers and telephones. Work is performed in an office environment.
Langham Logistics https://elangham.hirecentric.com
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