Service Dispatcher

Description

Join our New England Coffee team! For over 100 years, New England Coffee has followed a tradition of slow-roasting and handcrafting what we believe is the best coffee you’ll ever taste.

Job Summary: To provide superior customer service by receiving incoming calls and dispatching service technicians to the appropriate locations; maintaining day-to-day operations for the service team by performing an array administrative tasks. The Field Service Coordinator is also the face of the company, greeting visitors and acting as a point of contact for requests and calls.

• Greets visitors in a friendly manner and informs employees upon guests’ arrival.
• Maintains the reception area to ensure a professional appearance.
• Accurately generates work orders.
• Reviews all open work orders and dispatches technicians in local areas to ensure customers receive resolution within a reasonable time frame.
• Conducts follow up calls with customers and schedules return trips with technicians as needed.
• Contacts customers to schedule equipment installations.
• Responds to customer requests via phone and/or email daily.
• Maintains, organizes and files work orders, visitor logs and loan agreements.
• Receives hand delivered mail and/or packages and informs employees when packages arrive.
• Follows all safety procedures and participates in safety training. Maintains safe and efficient use of equipment, tools, and person. Reports any injury or accident immediately to supervisory and/or any unsafe condition.
• Supports and complies with GMP’s. Understands and follows emergency action plan.
• Other duties as assigned.
  
  

Qualifications

Education and Experience: The minimum requirements below are representative of the education and experience required to perform this job successfully.

• High School Diploma or GED.
• 2+ years of administrative experience in an office environment
• Dispatching and/or customer service experience, preferred.
• Intermediate IT/Computer Skills: Familiarity with Microsoft Word, Excel, PPT, ability to learn new software and systems with ease.
• Familiarity with Microsoft D365, D365 CRM and AX preferred, but not required
• High level of organizational skills and attention to detail
• Ability to work in a team based, collaborative environment.
• Ability to adapt to changing priorities in a fast-paced environment.