Dispatch Support (Nightshift - US)

ABOUT THE ROLE 

The Dispatch Support is primarily responsible for prioritizing and organizing service requests in preparation for dispatch and supports the business by corresponding with customers concerning sales and service inquiries.

KEY RESPONSIBILITIES

• Enters service calls (gathering any missing information)
• Accepts service calls from customer portals
• Updates customer systems
• Communicates with the purchasing department on part issues
• Reach out to the customer to improve data quality
• Responds to Accounting on Work Orders that need to be repaired
• Obtains information from the customer and enter data in real-time into the appropriate database to facilitate effective service and appropriate follow-up
• Determines the type of service request, geography, warranty, and equipment information based on customer request
• Tracks and codes customer inquiries and complaints and follow-up as necessary
• Makes outbound calls as needed to obtain information and provide responses to customer inquiries
• Problem-solve with third party suppliers to meet customer expectations, guidelines & deadlines

SKILLS AND QUALIFICATIONS

• Educational background required / desired: High School, general education or equivalent
• Work experience required / desired: Customer Service Agent and Data Entry
• Years of experience required / desired: 2+ years' experience in customer service and Data Entry role
• Communications skills (English Proficiency) required / desired: Excellent (at least 8/10)*
• MS Office applications proficiency required / desired: Excellent (at least 9/10)*

OTHER QUALIFICATIONS:

• 2+ years' customer service experience in a fast-paced environment
• Ability to work independently
• Excellent written and verbal communication
• Excellent telephone etiquette customer service skills
• Ability to multi-task and prioritize with organizational and time management skills
• With good attention to details
• Strong computer skills in a Windows-based environment, with the ability to learn unique and proprietary software
• Technical aptitude concerning Electrical Equipment a plus
• Attention to detail
• Able to work on weekend shift