Job Summary

Communicates back and forth with Drivers to assist with problem resolution while on route for commercial and roll-off lines of business. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers that includes customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Uses software to manage same day ticket routing as well as preparing all routes for the next day. Shifts vary with the potential for overtime and Saturday hours.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• Dispatches drivers to calls as they are received, using information on customer needs, drivers' locations and loads, and daily factors to balance cost and customer satisfaction.
• Works with sites and the service department to optimize routes based on needs of the customer.
• Determines the daily level of driver staffing to provide best mix of responsiveness and productivity.
• Assigns routes and service tickets to appropriate drivers throughout the day and for the next day; manages and determines route actions and assuring route completion.
• Handles incoming calls and e-mails from customer service and sales department; manages requests for all pick-up or delivery on any container movement within the area.
• Initiates communication to customers while drivers are on-site/location, resolving pick-up and other issues delaying the service.
• Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues.
• Ensures same-day service on missed pick-ups by managing the routing for all routes and tracking driver movement in the field.

Qualifications The requirements listed below are representative of the qualifications necessary to perform the job.

Education/Experience

• Education: High School Diploma or G.E.D (accredited).
• Experience: Six (6) months of relevant work experience with working in a team setting, with the ability to communicate to several areas effectively. Multi-tasking in a fast-paced work environment with excellent organizational skills.

1. Certificates, Licenses, Registrations or Other Requirements

• None required.

Other Knowledge, Skills or Abilities Required

• Computer skills with ability to handle multiple programs and systems.
• Must be able to communicate effectively and professionally via e-mail, telephone, and 2-way devices.
• Must have the desire and ability to learn WM proprietary software applications.
• Work Environment Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day;
• Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
• Normal setting for this job is: office setting.