Dispatcher - Customer Service

Aston Carter • Pontiac, MI

1d • Hybrid

About The Position

As a key member of our service team, the Dispatcher/Customer Service role is crucial in providing excellent support and communication to customers. This position is responsible for determining customer needs and dispatching the appropriate service personnel while maintaining a professional image. The role involves managing customer requests, scheduling, and ensuring superior customer satisfaction.

Requirements

• Dispatch experience in a customer service environment.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to work independently and use sound judgment.
• Scheduling and coordination skills.
• Minimum of a High School Diploma.
• Five years of experience in a related field or a combination of education and experience.
• Customer service background is highly desirable.
• Experience with SAP is a plus.

Nice To Haves

• Experience with SAP is a plus.

Responsibilities

• Own the Customer Dispatch request mailbox.
• Filter email requests to complete information for Service Request cases.
• Create SFDC cases using the dispatcher checklist.
• Assign cases evenly to dispatchers and ensure work balance.
• Prioritize urgent cases for immediate follow-up.
• Follow up on completed cases to confirm closure and conduct surveys.
• Follow up on warranty service calls to collect cores.
• Create work orders based on customer needs and send service quotes.
• Maintain an up-to-the-minute schedule to meet customer requirements.
• Assess job charge types such as Project, Demand, Contract, or Warranty.
• React to changes in requirements and communicate with customers.
• Escalate information to management when necessary.
• Follow up and schedule on Service Information requests from the supply unit.
• Perform other related duties as required.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees