Dispatch Manager/Customer Service Manager - Harrisburg, PA

Job ID:  477961

Pennsy Supply is a CRH company. CRH is the leading vertically integrated supplier of asphalt, aggregates, cement, ready-mix concrete, and paving and construction services in North America. Our 24,100 employees at 1,300 operating locations provide our customers with top-quality, innovative products and services.

Position Overview

The Dispatch Manager is a key part of the management team and is responsible for taking ownership of all activities and decisions that influence customer service and dispatch.  The objectives of the position are to ensure that customers are serviced properly, delivery is scheduled efficiently, and department goals are achieved.   A key aspect of the role is leading, managing and empowering the dispatch team. The Dispatch Manager is the key liaison between sales, operations, delivery, quality control and our customers and plays a significant role in retaining customers and optimizing delivery costs by making sound decisions regarding movement of trucks and scheduling.

Key Responsibilities (Essential Duties and Functions)

Dispatch Team

• To lead and manage the dispatch team utilizing reviews, training, coaching, empowerment, accountability, and other tools to foster a culture in line with Pennsy values.
• Setup performance metrics, goals and scorecards for each team member and do periodic formal and informal reviews to keep track of progress and development.
• Develop policies, SOPs and training to support employee development and best practices in customer service and dispatch.
• Develop knowledge of products and services offered by the Company and encourage value added sales across the team.

Customer Relations

• To build rapport with customers and establish good working relationships
• To make every effort to accommodate customer’s requests and negotiate acceptable delivery times without losing orders
• To handle tough situations that involve upset customers or internal employees
• To have the final say in turning down orders and documenting and communicating any lost business to management
• To have a positive and can-do attitude by developing a solution-based approach to customer service that embraces “yes”.

Performance

• Be pro-active and persistent in improving dispatch efficiency and customer service.
• Establish policies that support dispatch and customer service activities
  • Will calls, cancelations etc
  • Working with sales to communicate these to their customers.
• Continually monitor orders and scheduling during the day and make any adjustments necessary for maintaining service while best utilizing drivers and equipment. Also monitor the work for the following days and ensure that the schedule reflects the correct availability of trucks and delivery times.
• Monitor customer service and dispatch performance using suitable KPIs on a regular basis.  Set goals in the areas that the dispatch team controls and initiate action plans to ensure delivery.
• Take the lead in managing and reporting of lost loads
• Provide insights to the driver manager that will improve driver utilization and trip times.
• Ensure efficiency dashboards are used as part of the dispatch team’s daily routines.
• To have an interest in new technologies that impact customer service and dispatch and to champion IT projects that will benefit the department.
• Utilize available and if needed generate new reports, scorecards and dashboards to monitor progress and identify opportunities to improve performance.

RMC Department

• To promote and focus the team on achieving departmental goals
• Communicate effectively with production, dictate opening and closing times of plants and ensure operators are notified about special mixes, products or considerations.
• To manage the relationship and lead communications with sales, delivery, production and quality control for any topic that touches customer service or delivery.
• To support the RMC GM in strategy, budgeting and other company initiatives.

Supervisory Responsibilities

• Assist with interviewing and the hiring process as necessary.
• Planning, assigning, and directing work.
• Willingness to develop subordinates’ technical and leadership skills and make recommendations for new job opportunities when appropriate.
• Appraising performance, including annual evaluations and new employee 30:60:90-day evaluations.
• Addressing complaints and resolving problems in a timely manner.
• Lead by example.
• Ability to get work done through others using effective delegation, scheduling, and time management practices.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Education/Experience

• 3 plus years’ experience in customer service and/or dispatch in any industry. 
• At least 2 years’ experience managing and leading teams.
• Bachelor’s degree preffered. 

Knowledge/Skill Requirements

• Proficient computer skills including email, Microsoft Office (Excel, Word, PowerPoint) and internet-based software programs.

General Requirements 

• Display a professional and courteous attitude to co-workers, supervisors, and the general public at all times.
• Strict adherence to safety requirements and procedures as outlined in the Employee Handbook.
• Willingness to work in a team environment and assist co-workers or supervisors with other duties as required.
• Must be willing to work nights and weekends if necessary.
• Mobility to attend various meetings and events at offsite locations including overnight stays a few times a year as required.
• Willingness to be a full participant of cross company performance improvement teams (PIT) when asked.

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of large international organization.

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

Pennsy Supply, a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability--If you want to know more, please click on this link.