DISPATCHER
About US
F&G Delivery Ltd. was founded in 1958 and started the company in Burnaby B.C. to service the local business community’s trucking needs. We are a full-service mobile crane and transportation company servicing the Lower Mainland and the province of British Columbia. We have a fleet of over 130 vehicles consisting of flat decks, vans, folding and stiff boom cranes and tractor trailer equipment.
We are actively looking for a Dispatcher to join our team!! The ideal candidate thrives under pressure, is highly organized, and understands the urgency and complexity involved in dispatching heavy equipment safely and efficiently.
KEY RESPONSIBILITIES:
Order Processing
- Receive and process customer orders via phone, email, or internal system.
- Confirm all order details with the customer, including pickup and delivery addresses and contacts, vehicle type, service time, commodity, weights, specialty equipment required and any special instructions.
- Enter orders accurately into the dispatch system, ensuring completeness and clarity.
- Verify customer billing information and service requirements before finalizing the order.
- Communicate any discrepancies or missing information to the customer promptly.
Scheduling and Dispatching
- Coordinate and schedule the dispatch of vehicles and personnel based on service requirements.
- Dispatch orders in accordance with the seniority provisions outlined in the collective agreements.
- Monitor real-time operations to ensure timely delivery service.
- Adjust schedules as needed to accommodate changes in service demands or unforeseen circumstances.
- Ensure no more than one active order is assigned to a driver at a time, except for designated courier drivers.
Driver Communication
- Provide drivers with complete and accurate order details, including addresses, timing, vehicle requirements, specialty equipment required, job details and notes, customer contacts, and instructions.
- Confirm drivers understand each order before dispatch.
- Notify drivers promptly of any changes or updates to their assignments.
- Always maintain respectful and professional communication.
- Problem Resolution
- Address and resolve any issues or delays that arise during service delivery.
- Communicate with drivers and customers to find solutions and ensure customer satisfaction.
- Escalate complex issues to the Management as needed.
- Record Keeping
- Maintain accurate records of dispatch activities, including schedules, routes, and service logs.
- Ensure all drivers’ orders are cleared off by the driver at the end of every shift.
- Update the company's database with relevant information as needed.
- Document all customer interactions, complaints, and resolutions in the notes section of the order or exceptions codes.
- Support billing accuracy by verifying service completion and ensuring all required information is captured.
Customer Service & Professional Conduct
- Demonstrate professionalism in all customer interactions, maintaining a courteous, respectful, and solutions‑focused approach always.
- Build and sustain positive working relationships with customers through clear communication, active listening, and timely follow‑up.
- Deliver a consistently high standard of customer service that supports customer satisfaction, retention, and repeat business.
- Maintain appropriate professional boundaries by keeping all discussions relevant to the customer’s service needs and avoiding personal or sensitive topics.
- Handle customer concerns or challenging situations calmly, respectfully, and with sound judgment, always representing the company in a professional manner.
Confidentiality
- Protect confidential and personal information from customers and employees.
- Follow company protocols for handling and storing data securely.
Performance Monitoring
- Participate in regular performance evaluations.
- Accept feedback and work on areas for improvement.
- Strive to meet or exceed performance standards related to accuracy, timeliness, and communication.
Qualifications
- Minimum of 2 years’ experience dispatching, preferably in a logistics and transport environment
- High school diploma or equivalent
- Experience in Crane and local delivery is considered an asset
Skills:
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Ability to manage stressful situations with patience and professionalism.
- Proficiency in using dispatch software and databases.
- Good problem-solving skills.
Working Conditions
- Office setting with a focus on phone and computer communication.
- Full-time position with standard business hours; overtime and rotating on call may be required.
Job Types: Full-time, Permanent
Pay: $80,000.00-$90,000.00 per year
Benefits:
- Casual dress
- Company pension
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Vision care
Experience:
- dispatch: 1 year (preferred)
- dispatching: 1 year (preferred)
Work Location: In person
