The Dispatcher - Service and Equipment position will utilize routing tools to develop routes that support service technicians and assets. This position will work in conjunction with operations, sales, and service in a continuous improvement culture dedicated to customer service.
Primary Responsibilities and Duties:
Daily dispatch of all company service vehicles for multiple markets served throughout a given territory.
Coordinate daily dispatch and planning activities with Service Supervisor, Sales Manager, and Operations Manager.
Analyze service calls and installations for efficiency and continuous improvement.
Provides the highest standards of customer service through efficient routing and on-time service.
Works proactively with team members, as well as all other departments to meet all customers' expectations.
Maintain and order office supplies for division.
Act as a backup for the warehouse by ordering inventory parts and checking on parts orders as needed.
Answer phone calls, emails and walk-ins from customers, vendors, employees and work to find answers to their questions as needed.
Communicates clearly with technicians and co-workers.
Coordinate with technicians on exceptions, status and changes.
Responsible for the completion of any special projects or the assignment of other duties as requested by management.
Position Requirements:
High school graduate or GED required.
Minimum of one year of customer service experience or dispatch capacity.
Proven customer service skills and the ability to resolve problems and prevent customer dissatisfaction while ensuring quality standards are met.
Ability to prioritize, troubleshoot and coordinate multiple tasks while meeting deadlines in a fast-paced, changing environment.
Intermediate computer skills and knowledge of Microsoft Office software. Previous system experience a plus.
Commitment to meeting the expectations and requirements of internal and external customers with a good sense of urgency.
Excellent verbal and written communication skills and good telephone techniques.
Must be team-oriented, highly organized, detailed oriented and have successfully demonstrated the ability to manage multiple priorities.
General knowledge of lubricant and fuel terminology.
Position Competencies:
Ability to work in a fast-paced environment, performing multiple duties/tasks within defined deadlines.
Ability to work independently as well as with a team.
Demonstrate a professional and positive attitude during all internal and external customer interactions.
Effectively represents the company and responsive to the needs of internal and external customers.
Proven ability to prioritize and complete position responsibilities within the timeframe allotted.
Self-driven and motivated individual with excellent planning and organizational skills.
Proven precision and attention to detail with a high level of accuracy.
Excellent interpersonal, written and verbal communication, and listening skills.
Proven experience identifying problems of varying complexities and finding effective solutions with few guidelines.
Sense of urgency and commitment with strong follow up skills.
Working Environment:
The work of this position is performed in a controlled office environment. This position requires the ability to work under pressure and communicate with a diverse population including other employees, customers, vendors, etc. This position also requires prolonged periods of sitting in a regular seated position as well as the use of general office equipment including phones, printers, computers, mouse, keyboard, etc.
The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change so, too, may the essential functions of this position.
The McPherson Companies, Inc. is an Equal Opportunity Employer – M/F/Vets/Disabled.
