Job Description
Job DescriptionPOSITION SUMMARY
Dispatchers are responsible for a wide range of activities related to providing customer support and coordinating the delivery of orders. Dispatchers provide guidance to customers in navigating our menu and selecting products, manage incoming orders over the phone or through our website, plan out delivery routes for delivery drivers, pack orders, and help maintain and track inventory. Dispatchers collaborate with the entire Nice Guys Delivery team to ensure on-time product deliveries and follow the company's strategic product goals and consumer needs.
Dispatchers are an essential part of our business, and often the first interaction our customers have with Nice Guys Delivery, so it's critical that our Dispatchers represent the company in a professional, friendly manner and leave the customer feeling taken care of and with a positive impression of the business. We expect our Dispatchers to take an active interest in staying informed of relevant industry news, be familiar with our rotating product offerings and brands, and be able to share their passion and expertise with our customers.
Dispatchers will be encouraged and mentored by the Delivery Operations Manager and other leadership to develop the skills, experience, and confidence to make daily decisions that have the potential to impact the business.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to, the following:
- Answer all incoming phone calls to the business
- Respond to customer inquiries via phone, email or chat
- Address customers questions and needs with accurate information and in a respectful manner
- Update all new and existing customer databases as per policy
- Assist in placement of orders, processing of orders, and communicating to other departments as needed
- Pack customer orders accurately and efficiently
- Work with a variety of POS, inventory, and delivery management software:
- Create orders and customer profiles in our system. Ensure all inventory is active with accurate product information o Plan delivery routes on our routing system o Process and track orders from other third-party sites thoroughly and accurately o Perform necessary duties for payment processing
- Coordinate with Drivers to plan and optimize delivery routes, and assign company property to Drivers
- Maintain knowledge of rotating menu of products and brands to advise customers
- Open and close shop while following procedures and best practices
- Responsive to customer complaints or difficulties, maintaining a helpful and respectful tone
- Support mentoring and training more junior members of the team as needed
- Maintain a safe and secure work environment
- Other duties as requested
MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)
- Minimum qualifications: 1-2 years of experience in Customer Service
- Must be 21 years of age or older
- Previous cannabis industry experience and or knowledge is preferred
- Ability to use a smartphone and computer
- Ability to identify and solve problems efficiently and quickly
- Ability to work in a fast-paced and sometimes stressful environment
- Ability to multi-task and maintain productivity
- Ability to work independently and in a team
- Positive, flexible team player
- Skilled communicator/customer service.
- Demonstrates a positive view of role of relationship with customers, vendors, and coworkers
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
- Professional office environment with moderate noise level (examples: computers and printers, light traffic).
- Regularly required to switch between sitting at a desk and standing. Frequently must bend over to pick up products from low shelves when packing orders.
- Occasional lifting is required. Must be able to lift, carry, and balance up to a maximum of 20 pounds without assistance AND must be able to do so with extreme care and caution when working with product.
NOTE
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.