Dispatch Supervisor

Company: Glass America

Baltimore, Maryland

We put our team members first. You'll receive a great salary and benefits, and experience the support and opportunity you deserve. You're empowered to make decisions. You control your future.

Job Description:

Glass America

Auto Glass Dispatcher Supervisor

Baltimore, MD

Position requires you to report to the office daily for work

At Glass America, we are creating a culture that delivers on our Mission to WOW Every Customer and Be the Best! As one of the nation's largest auto glass and windshield replacement and repair businesses, we have been keeping cars, trucks and vans safe on the road since 1999. When it comes to auto glass repair and replacement - Glass America sets the standard.

What Glass America offers you:

• Great starting salary.

• Benefits that start on your first day of work!

• 401k, PTO, paid holidays, life insurance and short term disability.

• Represent a respected industry leader and preferred provider to insurance agents and insurance companies.

The Dispatcher Supervisor will work closely with the Market Manager on market operations and its results. The Dispatcher Supervisor will be responsible for the fulfillment team and technician workforce productivity. With the leadership and guidance of the Market Manager, the Dispatcher Supervisor will provide leadership and guidance to all direct reports to deliver The Best in Auto Glass' mission to WOW Every Customer….. Be the Best!

PRINCIPLE FUNCTIONS AND RESPONSIBILITIES:

• Including but not limited to:

• Assist the Market Manager to manage activities of all business units within the designated market in coordination with the fulfillment group at all times.

• Assures all monthly, weekly and daily deadlines are met.

• Ensure staff are following company Standard Operating Procedure (SOP).

• Works closely with the billing team on any billing/accounting issues.

• Make adjustments to accounts as needed.

• Answer emails and phone requests.

• Support other fulfillment team members and functions as needed.

• Work with the Market Manager to hold staff accountable for performance through clear communication and ensure all reporting employees understand the company mission to WOW every customer and to be the best.

• Recruit, interview and hire new staff as required.

• Train new hires in regards to company policy and procedures.

• Seek out opportunities to continuously educate and develop all employees.

• Promote safe, clean working conditions and ensure that all personal protective equipment is being used properly and document managers that do not enforce Glass America's safety policies.

• Work to develop a team that is focused on our mission and that enthusiastically strives to deliver consistent repair service experiences that exceed our customers expectations.

• Ensure customer satisfaction by coaching staff and resolve customer concerns as required. This includes handling escalated customer service calls and resolving escalated orders in the most efficient manner.

• Special projects as assigned.

INTERNAL REPORTING & COMMUNICATIONS:

• Maintain performance against goals with technicians and provide coaching to ensure all are performing to full potential.

• Participate in company operational meetings as required.

EXTERNAL COMMUNICATIONS:

• Participate in external marketing and team building activities as requested.

• Promote, develop and act as a liaison with area contacts & other referral points.

• Solicit, develop and report on vendor relationships.

EDUCATION/QUALIFICATION/EXPERIENCE:

• High School Diploma / GED required.

• Current or previous dispatching experience.

• At least 3 years of experience in the Auto Glass / Automotive industry with a strong focus in Operations, Sales and Marketing is highly preferred.

• Must have a valid driver's license.

• Must be able to pass a background and motor vehicle record check.