Fuel Delivery Dispatcher

The Fuel Delivery Dispatcher is responsible for ensuring planned, efficient, and cost-effective dispatching of drivers, deliveries, and service personnel, and for providing exceptional customer service to internal and external customers. This position plays a critical role in maintaining delivery efficiency, managing customer expectations, optimizing route performance, and supporting overall operational effectiveness. The Dispatcher serves as the primary communication link between customers, drivers, technicians, and management while ensuring service commitments are met safely and efficiently. This collaborative team position is a rotating 12-hour schedule from 6:00 a.m. to 6:00 p.m., with employees working every other weekend as part of the rotation.

RESPONSIBILITIES:

• Prepare daily delivery schedules and dispatch drivers in a planned and efficient manner.
• Achieve and maintain commercial bad fill percentage below 30% and residential bad fill percentage below 15%.
• Complete Residential Exception Reports daily and identify opportunities to improve route efficiency and customer service.
• Complete Runout and On-Hold Reports daily, identifying customer issues and ensuring they are addressed promptly.
• Review Bad Fill and Risky Fill reports weekly, identify inefficiencies, and implement corrective actions.
• Investigate all runouts and determine root causes to prevent recurrence.
• Communicate with commercial customers regarding delivery schedules and work collaboratively to improve delivery efficiencies.
• Ensure customer site files remain current and compliant with all applicable regulatory requirements.
• Assist management with planning and scheduling vehicle maintenance and repairs.

Customer Service:

• Provide exceptional customer service in person and over the telephone.
• Respond to customer inquiries, concerns, and service requests professionally and efficiently.
• Build positive relationships with customers through proactive communication and problem resolution.
• Maintain accurate customer records and account information.

Administrative Responsibilities:

• Review and complete daily Truck Reports.
• Maintain accurate dispatch logs, reports, and operational records.
• Complete detailed shift handovers to ensure seamless communication between dispatchers.
• Assist with reporting, documentation, and operational analysis as required.

Team Support:

• Support all divisions with dispatching runouts or special customer requests.
• Identify issues and make necessary adjustments on routing for drivers.
• Communicate with the Division and Dispatcher changes made.
• Provide backup support for divisional CSRs and the Division Manager, if required.
• Support incoming phone coverage, as required.
• Assist with special projects and operational initiatives.
• Perform other duties as may reasonably be assigned.

HOURS OF WORK:

Hours of work are 6:00 am - 6:00 pm. Schedule is based on a 2-week/14-day rotation:

• Week 1: Monday, Tuesday, Saturday, and Sunday (48 hours)
• Week 2: Wednesday, Thursday, and Friday (36 hours)

SKILLS AND EXPERIENCE:

• Completion of secondary school.
• Minimum two (2) years of experience in a dispatch, administrative, or customer service role.
• Working knowledge of local geography and service areas.
• Strong computer skills, including proficiency with Microsoft Office applications.
• Ability to analyze information and make sound business decisions quickly and effectively.
• Excellent verbal, written, and telephone communication skills.
• Ability to multitask and manage competing priorities in a fast-paced environment.

OTHER REQUIREMENTS:

• Previous dispatch experience in transportation, logistics, fuel delivery, or related industries.
• Experience working with route planning, fleet management, and dispatch software.
• Knowledge of fuel delivery operations and service scheduling.

WHY JOIN THE MACEWEN TEAM?

• The salary range for this role is between $65,000.00 and $70,000 per year.
• Learn and collaborate with the best in the industry.
• Supportive colleagues and leaders who are passionate about providing exceptional service.
• Competitive compensation package.
• 3 weeks vacation to start.
• Complete benefits program including health, medical, dental, and life insurance.
• RRSP plan with Company match from day one.
• Employee gym membership reimbursement, discounts on motor fuels at our service stations, and purchases of equipment and heating oil.

OUR CORE VALUES:

• Customers First - We exist to serve our customers.
• Long-Term Focused - We value long-term success over short-term gains.
• Respect Each Other - Each person is valued and treated with dignity and respect.
• Do The Right Thing - We stand by our word and do what's right.
• Own It - We are encouraged to be entrepreneurial and make decisions as if the business were our own.
• Ever Evolving - We embrace positive change and always seek to improve.

MacEwen is a Canadian-owned and operated fuel and convenience provider that has successfully built and sustained customer relationships in Ontario and Quebec for 50 years. MacEwen is recognized as one of Canada's leading independent petroleum and convenience store companies.