General Summary: 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.