Chantel Snowden is an on-site Senior Dispatcher for FIDELITONE at one of our dedicated last mile hubs in Grove City, Ohio which supports a high-end furniture retailer. She has been working for FIDELITONE for two years, and describes how she loves to problem-solve in her role while taking measures to ensure good experiences for FIDELITONE’s clients and customers.
Please describe your role at FIDELITONE. What does a typical day look like for you?
Each day, I’m multitasking. I handle all dispatch calls and issues, as well as perform inspections to make sure staged merchandise is ready for delivery. When last mile carrier partners finish their routes for the day, I check-in the orders so our client knows the deliveries were completed. We log any returns and communicate these to our client to let them know what’s coming back.
What do you enjoy most about working at FIDELITONE?
No two days are the same and each day I encounter a new challenge that helps me learn and grow. My job keeps me on my toes and challenges me to find new ways to problem-solve. If a truck breaks down, for example, we contact our carrier partners to make sure they can still make their deliveries, and at the same time, we’re updating customers to let them know what’s changed.
What sets FIDELITONE apart from the competition?
FIDELITONE is truly customer-centric: we’ll regularly go above and beyond so that the customer (and client) is satisfied. I don’t get many customer calls – those go to our client – but I do get occasional calls complimenting our carriers, asking if they can work with them again for the next delivery which is nice to hear.
FIDELITONE also really appreciates their employees - I’ve never worked at a company that shows their appreciation like they do.
How do you work to create customer loyalty?
I anticipate clients’ needs and align our operations to meet those goals. And since I’m on location at a client hub, I am frequently interacting with our client - going over refusal or replacement processes if a customer isn’t home or a piece does not fit. I’m constantly keeping the client informed and working with them as issues are escalated. It’s definitely easier to collaborate in the moment and quickly resolve problems.
What FIDELITONE value do you most connect with and why?
Accountability - I take pride in meeting and exceeding client expectations. I like to make sure everybody is taken care of and knows what’s going on. Our client measures our performance with metrics like on-time delivery and survey scores, so we strive to make sure the customer is happy. I want to make sure that carrier partners have the best chance of making that delivery window. A typical conversation that I might have with a carrier might include providing an alternate route for construction or traffic. I address any issue and resolve it to ensure a good delivery experience.
What would you recommend for someone who wants to start a career in supply chain?
Learn as much as you can about the operation and industry. These experiences will help you grow and provide insight for future roles.
What about the future of supply chain excites you the most?
Logistics will always require human touch. While technology is changing the supply chain, people want someone to talk with if they have questions or concerns. It definitely makes them feel a little better to know someone is there to solve their problems.
What are your interests/hobbies outside of work?
I write a little bit - short stories, poems here and there, and work out. I’m the mother of a one-and-a-half-year-old so that takes up the rest of my time!
Share a unique fact about yourself!
I always have a smile and a sense of humor.
Passionate team members like Chantel are the reason why FIDELITONE is a great place to work. We truly appreciate their hard work and dedication to providing outstanding client experiences.
Are you interested in joining the FIDELITONE team? Learn more about career opportunities.