In conjunction with the Customer Service Manager, manage all areas of the KM-Argo Dispatch support team. Lead by example and positive work ethics. Develop and maintain consistent and streamlined processes throughout the Dispatch support team. Satisfy customer needs and requirements in partnership with other internal KM departments.



JOB RESPONSIBILITIES:

• 
  Actively participate in daily SQE meetings
• Be prepared to actively participate in the daily Customer Service/Operation sync call
• Recruit, develop, motivate and maintain a high energy Dispatch Team
• Develop ability to back fill at any level within the Dispatch support team
• Primary role in candidate selection; resume review, phone and in-person interviews
• Develop and maintain Dispatch support team job descriptions and accountabilities
• Develop, manage and coordinate Dispatch support team job specific training and development
• Develop, manage, execute and maintain all Dispatch associated procedures
• Conduct and document routine feedback sessions with all members of the Dispatch support team
• Conduct annual performance appraisal discussions with all members of the Dispatch support team
• Develop achievable goals for the Dispatch support team
• Assist in determining merit increases and bonuses based on employee/company performance
• Handle all Dispatch support team disciplinary situations with CSM support
• Develop and maintain a positive working relationship with external customers, carriers and internal KM departments
• Coordinate customer processes with all departments; i.e. Operations/Maintenance shutdowns, non-routine processes
• Coordinate investigation, correction, documentation and response to all customer complaints
• Develop and provide internal reporting on customer service issues

• Coordinate shift schedules to support the business demands
• Monitor Dispatch support team attendance policy compliance
• Develop and execute cross-training efforts
• Track, measure and publish compliance record of various functions
• Back-up CSM as needed
• Month-end processing
• Ensure all dispatch transactions have been recorded accurately in the various systems
• Assist with investigation of inventory variances outside of tolerance
• Review customer billing for accuracy
• Ensure all corporate directives/deadlines are met
• Perform all tasks with accuracy
• Other duties as assigned

Position Requirements

EDUCATION AND EXPERIENCE:

• 
  high school diploma or GED equivalent
• 2-year degree; or equivalent job experience in this area
• 3-5 years Senior Dispatcher experience
• Experience, handling and resolving controversial and conflict situations
• Experience in documenting and maintaining procedures
• Ability to successfully perform the required and expected duties with minimal direct supervision
• Must be able to provide the leadership and interpersonal skills necessary to manage and supervise employees within the team
• Ability to identify process improvements and implement them
• Ability to organize, schedule and prioritize departmental and individual work to meet various schedules and objectives Competencies/Skills
• Confidential, reliable, flexible, credible, confident, team oriented, high-energy, motivated
• Solid verbal, listening and written communication skills 
• Able to deal with a wide variety of people with tack, courtesy and professionalism
• Proficient in computer applications; i.e., Word, Excel, Outlook. SAP experience a plus
• Ability to work in a team environment and interact with support groups, subordinates, supervisor and co-workers
• Ability to handle and resolve controversial and conflict type customer complaints professionally
• Ability to multi-task

• Carry and respond to a company-issued cell phone
• Flexibility to work non-traditional hours as needed
• Able to lift 25 pounds  Able to adhere to professional business casual dress code

• Supervise a team of Dispatchers across the department; able to back fill in any capacity as needed

EQUAL OPPORTUNITY EMPLOYER STATEMENT: We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.