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Operations Lead

2 months ago

Bountiful, Utah, United States WholesomeCo Cannabis Full time
Job Description

Job Title: Operations Lead - Dispatch

Compensation: $20 Per Hour

Schedule: 5 days per week, 8 hours per day

Location: 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, we're committed to delivering exceptional customer experiences and driving business growth through innovative logistics solutions. As an Operations Lead - Dispatch, you'll play a critical role in ensuring seamless delivery operations, fostering a culture of excellence, and contributing to our mission to normalize cannabis as a natural path to health and wellness.

Responsibilities:

  • 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 ongoing 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