We Bring Food to Your Family’s Table
The Erb Group is one of North America’s largest privately-owned refrigerated transportation providers. The Erb Group specializes on the timely, protected distribution of temperature-controlled perishable goods across Canada and the U.S. The Erb Group is a family-owned business and has been in the industry for over 65 years. Its head office is based in New Hamburg, Ontario, with additional Canadian terminals in Baden, Toronto, Thunder Bay, North Bay, Ottawa, Montreal, Trenton, and Winnipeg. In addition, we have been recognized as Best Fleets to Drive For several years, a Top Fleet Employer and continue to be a safety industry leader.
Shift: Monday-Friday, 8:00am-5:00pm
SUMMARY
The Dispatch Manager provides leadership and oversight of Erb Transport Limited’s dispatch operations, ensuring safe, efficient, reliable, and cost-effective transportation services. This role is responsible for operational performance, staffing, scheduling, service levels, compliance, labour costs, process improvement, and employee development. The Dispatch Manager works closely with senior management and cross-functional teams to ensure dispatch operations align with company objectives and customer requirements.
PRIMARY RESPONSIBILITIES
Operations Management
- Oversee the overall daily operation of the dispatch department.
- Develop and maintain efficient dispatch processes, procedures, and workflows.
- Ensure effective allocation of drivers, equipment, routes, and operational resources.
- Monitor operational performance, service levels, productivity, and efficiency.
- Review and resolve significant scheduling, staffing, customer, and operational issues.
- Establish operational priorities and make decisions that support business objectives.
- Ensure appropriate operational coverage during regular and peak periods.
- Identify opportunities to improve productivity, efficiency, and service delivery.
Leadership & Team Management
- Lead, coach, and develop Dispatch Supervisors and dispatch personnel.
- Establish clear performance expectations and accountability standards.
- Oversee employee scheduling, staffing levels, attendance, and overtime.
- Participate in recruitment, selection, onboarding, and training.
- Conduct or support performance reviews and corrective action processes.
- Address employee relations, performance, and conduct concerns in partnership with Human Resources.
- Develop a culture of teamwork, communication, accountability, and employee engagement.
Safety & Compliance
- Ensure dispatch operations comply with company policies, safety requirements, and applicable legislation.
- Maintain oversight of driver compliance and operational safety requirements.
- Ensure accidents, incidents, complaints, and safety concerns are appropriately investigated and escalated.
- Work with management and other departments to address safety trends and implement corrective actions.
- Ensure required operational documentation and records are maintained.
- Promote and support Erb Transport Limited's overall safety culture.
Customer & Stakeholder Management
- Oversee the resolution of significant customer service and operational concerns.
- Maintain effective relationships with key internal and external stakeholders.
- Ensure effective communication between dispatch, operations, customer service, maintenance, and management.
- Review service issues and implement corrective measures where required.
- Support the development and maintenance of service standards.
Workforce & Resource Management
- Forecast staffing requirements based on business and operational needs.
- Monitor overtime, labour requirements, equipment utilization, and other operational costs.
- Develop staffing and resource plans in collaboration with management.
- Support departmental budgeting and cost-control initiatives.
- Analyze operational data and identify trends affecting staffing, service, or costs.
Performance & Continuous Improvement
- Establish, monitor, and report on departmental KPIs.
- Analyze dispatch data to identify trends and opportunities for improvement.
- Lead process improvement initiatives.
- Evaluate dispatch, fleet, scheduling, and workforce management systems to improve efficiency.
- Review departmental policies and procedures and recommend changes where appropriate.
- Lead initiatives to improve productivity, service reliability, employee performance, and customer satisfaction.
Administrative Responsibilities
- Prepare operational reports and provide updates to senior management.
- Maintain appropriate records related to staffing, scheduling, performance, incidents, and operations.
- Ensure reporting and documentation requirements are completed.
- Participate in management and operational planning meetings.
- Perform other duties as assigned.
REQUIREMENTS/QUALIFICATIONS
- Post-secondary education in Business, Logistics, Transportation, Operations Management, or a related field is an asset.
- 5 plus years of experience in dispatch, transportation, logistics, fleet operations, or a related field.
- Previous management or supervisory experience required.
- Strong knowledge of transportation, dispatch, scheduling, and operational processes.
- Strong leadership, communication, and interpersonal skills.
- Excellent organizational, analytical, and problem-solving abilities.
- Strong decision-making skills and ability to manage competing priorities.
- Experience managing employee performance and workplace concerns.
- Strong computer skills and experience with dispatch, fleet, scheduling, or workforce management systems.
- Knowledge of applicable transportation, safety, and employment legislation is an asset.
- Valid driver's licence may be required depending on operational responsibilities.
WORKING CONDITIONS
- Full-time, salaried position- 45 hours per week
- Flexibility and availability to work outside standard business hours, including evenings, weekends, holidays, to address urgent operational matters as required.
- Combination of office-based work and presence in operational areas.
Your Cool Work Perks
Benefits available from day 1
We’re motivated by doing business with good people and hiring them too.
- Company paid health insurance plans (health, prescription, dental and vision)
- Company paid group life insurance
- Long-term disability insurance
- Employee & Family Assistance Program (EFAP)
- Enjoy $1600 in massage therapy benefits
- TFSA and RRSP savings plans with company match contributions (available after 3 months)
- Profit-sharing opportunity
- Referral bonus program
- Safety shoe voucher
- Uniform and annual tool allowance for apprentice and mechanic technicians
- Corporate discounts with Josslin Insurance and Goodlife Fitness
- Educational assistance up to 50%, with specific training required by The Erb Group paid in full
- Career advancement opportunities
- Community and philanthropy opportunities
- Employee engagement events (Good Cheer Club, summer BBQs, prizes, food trucks, employee recognition programs)
How To Make Your Next Cool Move – Apply online today!
Having trouble completing the application? Contact us 1-800-461-5299 or [email protected]
Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet almost every qualification. At The Erb Group, we’re committed to continually improving our approach to building a diverse, inclusive, and value driven workplace. If you’re excited about this role but your past experiences don’t align perfectly with our job description, we encourage you to apply regardless. You could just be the right candidate for this role or others!
The Erb Group is an equal opportunity employer and is committed to providing an inclusive and barrier-free work environment, including all stages of the hiring process. If you require accommodation, please contact [email protected] or call 1-800-461-5299. All information received in relation to accommodation will be kept confidential.
We thank all those who apply. Only those selected for further consideration will be contacted.
