Dispatcher/ Customer Service Representative

The Dispatcher/Customer Service Representative will maintain the Service Technicians daily schedules and dispatch the technicians as service calls are required. This position will schedule return service calls with customers when parts are in and maintain the schedules for service technicians. This position will oversee clear and concise communications with department managers, employees, and company customers, including keeping customers appraised as to company schedule and requested lead times. The dispatcher will also provide accounting with maintenance contract billing information and push service invoices for billing in a timely manner.

Duties and Responsibilities:

• Receive any incoming customer service calls.
• Contact customers for PM Schedules and Service Repair.
• Schedule and coordinate all service calls as calls received.
• Set daily delivery schedule the day before for all mechanic and deliveries of parts.
• Debrief Service Technicians after completion of each call.
• Forecast workload for 2 – 3 days out.
• Adapt daily on forklift break down and repairs as needed when emergencies arise.
• Process / Convert all work orders, purchase order to the correct status.
• Work with sales and operations team on locating equipment for orders.
• Help with creating asset’s and items when needed.
• Locate/secure equipment for rental swaps when unit break down.
• Locate/secure equipment needs for rentals on customer repairs that need to come in for repair.
• Monitor and maintain Service board throughout the day.
• Monitor Tech throughout the day via text or phone on status on repairs.
• Work with vendors for additional assistance for repairs.
• Back up other roles in dispatch /shop areas.
• Other duties as assigned.

• Excellent verbal and written communication skills.
• Strong organizational skills to prepare and assign routes.
• Strong leadership skills to ensure drivers compliance with direction and assignments.
• Basic understanding of geographical area and mapping programs to facilitate efficient routing.
• Proficient with or able to quickly learn dispatch and record keeping systems.
• Ability to work at a fast pace and under pressure.
• Ability to multitask.
• Advanced customer service skills.
• Knowledge of the industry is recommended but not required.

Education and Experience:

• High school diploma or equivalent required; Associates degree in Transportation, Logistics, or related field preferred.
• At least three years of related experience and execution of similar duties in warehouse/freight operations required.
• Previous experience with NetSuite or other Customer Relationship Management software.
• Previous Forklift experience is a plus.