Current jobs related to Dispatch Lead - Bountiful - WholesomeCo Cannabis

Job Title: Dispatch Lead

Compensation: $21 Per Hour

Schedule: 5 days per week, 8 hours per day

Location: Bountiful, Utah

Status: Full-time

Benefits:  Medical insurance, dental insurance, vision insurance, 401(k), health savings account (HSA), employee assistance program (EAP), paid time Off (PTO), paid holidays, employee discount, life insurance

About WholesomeCo: At WholesomeCo you are not just filling a seat, you are helping us constantly be better and improve. We look at each new hire as an opportunity to level up our company. Each new hire should bring a high level of transparency, communication, work ethic, curiosity, and balance out assertiveness while maintaining respectful dialogue with their coworkers. We hope we bring out the best in each person we hire and we hope each new hire will help us find innovative ways for us to be better in return. We want each employee to have an enjoyable experience at WholesomeCo by making each day enjoyable and setting time aside to have fun in group settings regularly.

WholesomeCo is leading the movement to normalize cannabis as a natural path to health and wellness. Various medical cannabis services are offered, including statewide delivery to 99% of Utah's population, as well as retail, drive-thru, online pick-up services through its pharmacy in West Bountiful, an in-house built app for patients, innovative technology resources, cannabis cultivation, and cannabis processing of our constantly growing line of WholesomeCo branded products. Our vertically integrated company is well known for its technology-driven approach, our focus on data, and perpetual  innovation. WholesomeCo is committed to improving medical cannabis accessibility by putting patients' needs first and guiding them along their personal cannabis journeys. 

Responsibilities include:

Team Support and Development:

• Support the hiring and training of new dispatch agents, collaborating with Content Development Coordinator to ensure that all learning materials are well-organized.
• Support the development of a skilled and cohesive dispatch team.
• Collaborate with fellow leads and management to document and maintain Standard Operating Procedures (SOPs) for the dispatch team.
• Develop high performing agents through daily interactions, coaching, and conducting regular reviews.

Driver and Route Support:

• Dispatch will likely be the first point of contact for any real-time delivery or driver issues. Ensure that there is always a dispatcher available to answer the phone at all times when there are drivers out on the road to provide support as needed. 
• Oversee the process for handling issues on the road to ensure timely, efficient and thorough support for whatever issues may arise. 
• Contribute to improving overall costs and efficiency by providing input on route optimization and scheduling adjustments.
• Maintain on-going knowledge of auto insurance policy, coverage, and the claims process.
• Supervision:
• Collaborate with the Dispatch Supervisor to supervise and manage the dispatch team.
• Provide guidance and support to dispatch leads/agents.
• Assist in setting performance targets and ensuring accountability for efficient operations.
• This role may involve assuming the responsibilities of the Dispatch Supervisor in their absence and working closely with upper management for overall team success

Scheduling Assistance:

• Support the development and maintenance of schedules for the dispatch team, optimizing resources.
• Assist in adjusting schedules to meet demand and ensure adequate coverage.
• Aid in timecard adjustments and approvals for Dispatch Agents on a biweekly basis.
• Meetings and Communication:
• Assist in holding regular team and training meetings to ensure alignment with company needs and expectations.
• Collaborate with the Dispatch Supervisor to manage the budget for team building, appreciation, and recognition.
• Effectively communicate budgetary needs/concerns to upper management.
• Stay up to date on all company comms and updates via email, Slack, slide decks, etc.
• Expeditiously handle, communicate and update the appropriate systems of all potential issues, problems, accidents, or equipment breakdowns we might experience. 
• Daily Duties Support:
• Assist in ensuring proper daily dispatch coverage and task assignment.
• Monitoring tickets in Front, MJ Freeway Payment/Delivery Que, communication with drivers in OnFleet.
• Lead frontline driver communications and oversee driver monitoring during deliveries.
• Time management and attention to detail while assigning routes and handing off the orders to the drivers 
• Ensure compliance with all relevant state medical cannabis and delivery regulations and company policies.

Performance Tracking and Accountability:

• Collaborate with HR to communicate employee issues, needs, and engagement.
• Support regular check-ins and 1:1’s with Dispatch Agents to provide feedback and coaching.
• Assist in tracking performance data, conducting corrective actions, coaching, and maintaining thorough documentation.

Dispatch Metrics Support:

• Monitor delivery exceptions, driver behavior, vehicle/road conditions, and routing best practices. 
• Track communication service level - avg time to answer the phone, avg time to address and resolve issues, etc. 
• Individual and team performance for customer service, communication skills with drivers, and effectively executing processes. 
• Monitor dispatch performance as it relates to driver incidents, equipment failure, vehicle breakdowns, and other potential service disruptions. 

Continuous Improvement:

• Collaborate with the Dispatch Supervisor to review historical routing techniques and implement guidelines for optimized routes.
• Provide support in maintaining time management and attention to detail while assigning routes and handling order dispatch.

Qualifications:

• 2+ years dispatch and/or logistics experience preferred
• 3+ years customer service experience preferred
• Superior communication skills are paramount - written and verbal
• Strong computer skills. Experience using Microsoft Office products as well as extremely comfortable working with new software/applications
• Experience working with smartphone applications 
• Good teamwork mentality: able to build trustworthy and supportive working relationships
• Experience in the transportation/dispatch industry
• Strong logical thinking, analytical skills, and problem solving skills
• Flexibility and ability to adjust to a start-up environment that is fast-paced and constantly changing
• Must be reliable and dependable at all times
• Flexible schedule -ability to work mornings, evenings, weekends
• Ability to sit or stand for long periods, crouch, bend, and carry up to 10 lbs
• Ability to verbally communicate and hear audio
• Must pass a pre-employment/post-offer background check
• Must be 21 years of age or older

Benefits:

• Paid time off (PTO)
  • 2 weeks accrued annually during the first two years of employment
  • 3 weeks accrued annually after two years of continuous employment
  • 4 weeks accrued annually after five years of continuous employment
• Seven (7) paid holidays per year
• 30 minute paid lunches per working day over 5 hours
• Employer paid 60% of the total medical insurance premium
• Employer paid 75% of the total dental insurance premium
• Employer paid 75% of the total vision insurance premium
• HSA with match up to $150 per month
• 401(k) with 100%  employer match up to 3% and 50% match for the following 2%
• Employee Assistance Program (EAP)
• Employer paid $25,000 of basic life coverage
• Optional additional life insurance
• Optional accident insurance 
• Employees who are active medical cannabis patients are eligible for an employee discount of 35% off of WholesomeCo products and 15% off of 3rd party products

WholesomeCo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Employment is contingent on passing a pre-employment/post-offer background check. This employer participates in the E-verify program where legally required.

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