Talent Solutions

Plans and leads the activities of the direct customer order dispatch team, to include training, problem solving and staff backup. Establishes performance standards and monitors performance of assigned employees.    Job Duties and Responsibilities

• Responsible for planning and managing dispatch functions and ensures work is completed to satisfy customers and meet department goals.
• Effectively recruits, interviews, and selects staff as needed.
• Ensures Dispatch personnel are properly trained in all tasks and duties.
• Provides mentoring and assistance to Dispatchers on a broad range of operational and systems problems.
• Steps in to handle escalated issue resolution and to provide VIP customer service.
• Develops and supports cost control, productivity, and quality standards for assigned functional area. Looks for opportunities to streamline processes and improve team efficiency.
• Ensures all OSHA and company safety and security standards and guidelines are adhered to.
• Approves employee timesheets and reviews/approved time off requests to ensure proper task coverage. 
• Completes employee performance reviews and initiates corrective or disciplinary action as required.
• Identifies and supports the development of employee skills for advancement opportunities. 
• Communicates with and supports internal and external customers and 3PL partners.
• Ensures that all paperwork is controlled and properly processed/communicated internally and externally.
• Runs reports and acts on the data included in them to maintain customer satisfaction. 
• Serves as backup for the Dispatch team as absences and volume increases require it.
• Provides support to the Implementation Manager on large deals. 
• Performs other duties as assigned.

 

QUALIFICATIONS (Education, Experience, and Certifications)

• High school diploma or equivalent education. 2- or 4-year degree preferred
• Minimum 5 years of Ricoh dispatching and or scheduling experience, or equivalent
• Has extensive knowledge of the Ricoh dispatching and or scheduling processes, including Descartes and Oracle
• Proficiency in Microsoft Word, Excel, PowerPoint
• Basic understanding of route optimization

 

KNOWLEDGE, Skills, And Abilities

• Customer First orientation
• Strong customer service and training skills
• Problem solving skills.
• Ability to multitask.
• Ability to work in a team environment.
• Ability to interact professionally at all levels internally and externally.
• Ability to follow all facility security and safety rules.
• Demonstrates system and process troubleshooting skills to identify, communicate, and correct issues.
• Demonstrates organizational knowledge and the role of the RFC in the overall processes at Ricoh.
• Must possess excellent leadership skills.
• Must exhibit excellent verbal and written communication skills.
• Demonstrates good time management skills.
• Good analytical and math skills
• Adheres to Ricoh Code of Ethics
• Basic knowledge of FMCSA; Hours of Service rules

Working Conditions, MENTAL, AND PHYSICAL DEMANDS

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level 
• Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction – prepare, provide and convey diversified information. 
• Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects that typically with less than 10 lbs. (e.g., papers, books, files, etc.) 
• Moderate dexterity – regular application of basic skills (calculator, keyboard, stapler)

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.