Logistics Dispatcher

BASIC JOB SUMMARY:

The overall purpose of this job is to use logistics in prioritizing and assigning tickets to the appropriate field technicians.  The person in this position will develop processes to create operational efficiencies and ensure customer satisfaction and improve their TEC experience.  The Logistics Dispatcher will analyze data and metrics to identify problem areas and work closely with the Operations Support Manager to escalate and work toward resolution and perform a variety of tasks.  Successful use of a wide degree of creativity and latitude is expected.

The Logistics Dispatcher is expected to adhere to regulations, Company policies and values, and to represent themselves and the Company in a positive and productive manner.

Adherence to all standard operating procedures, safe work practices as found in the TEC Safety Handbook, and OSHA guidelines is essential to promote safety of all employees.

ESSENTIAL JOB FUNCTIONS:

The essential job functions and duties described below may not be the only requirements of the position.  It may be necessary to follow other instructions or perform other related duties as required by the company.

• Occasional travel for Company related work using a personal vehicle or a company vehicle, therefore, a valid personal driver’s license and adequate insurance coverage on the personal vehicle is required at all times
• Receive, organize, and process service orders
• Correctly building, provisioning, and closing digital service line (DSL) and fiber service orders
• Interface with customers to schedule a technician repair or install dispatch
• Schedule, coordinate, and communicate internal timelines within the service order process to meet or exceed service delivery key performance indicators (KPI)
• Track and report operational workflows, maintain records of results and feedback
• Analyze data and metrics to identify efficient and problem areas; work with Operations Support to Manager to resolve problems
• Administer and recommend changes for various processes to ensure escalation of operational efficiency
• Serve as a technical resource in projects and initiatives to ensure successful project implementation
• Maintain and enhance various reports for Operations
• Assist other TEC areas in maintaining service availability and tracking of service order status through applicable TEC systems
• Assist other TEC areas to assess service availability for sales requests through TEC’s online portal for addresses not available

 OTHER JOB FUNCTIONS:

• May receive and process special circuit, hosted private branch exchange (HPBx), and other unique incumbent local exchange carrier (ILEC) and competitive local exchange carrier (CLEC) service orders
• Special nonrecurring projects as requested by management or other departments
• Other projects and tasks as assigned

Job Qualifications:

Education - High school diploma or GED is required.  Associate Degree in Technology is preferred.

Knowledge/Skills/Abilities - This position requires excellent computer skills, organizational skills, clerical skills including keyboard proficiency, and efficient, professional written and verbal communication skills. Advanced knowledge and ability to work with TEC’s operation systems such as for word processing, spreadsheet, and presentations is required.

A minimum of one (1) year related experience is required.  Previous experience in dispatch operations, telecommunications, scheduling, logistics, or help desk tasks is preferred.