Service Coordinator

Parts Town•Addison, IL

2d•Onsite

About The Position

As the fastest growing distributor of foodservice equipment parts, Parts Town Service Coordinators (internally known as Dispatch Commanders) collaborate with Inside Service Technicians, manufacturer partners, and their service providers to manage the full warranty dispatch process from start to finish. This includes warranty part order entry, dispatching warranty service, performing service follow-ups, and providing top-notch customer service. Strong problem-solving skills, effective communication, and the ability to multitask without sacrificing accuracy are essential for success in this role. The company values transparency and is committed to ensuring team members feel appreciated and supported, prioritizing a positive workplace culture where collaboration, growth, and work-life balance are celebrated.

Requirements

Demonstrate exceptional critical thinking & problem-solving skills.
Enjoy working with people and take pride in providing an exceptional customer experience.
Detail oriented and have the drive to go the extra mile.
Experience in Microsoft Office products.
Appreciate doing online research to find solutions.
Thrive within a fast paced, team-oriented environment.
All-star communicator and are fluent in English (both written and verbal).

Nice To Haves

Genius-level knowledge of foodservice equipment parts.
Unique enthusiasm.
High integrity.
Courage to embrace change.
Know a few jokes.

Responsibilities

Manage the full warranty dispatch process from start to finish.
Enter warranty part orders.
Dispatch warranty service.
Perform service follow-ups.
Provide top-notch customer service.
Dispatch 60-80 service calls within a 10-minute SLA time frame.
Utilize mapping tools to locate service providers closest to end user location and schedule service.
Provide an exceptional experience while interacting with customers, manufacturers, and their service providers via email and phone.
Manage the life cycle of service from dispatch to close, effectively communicating updates to involved parties.
Document reported issues to hand off to Technicians for troubleshooting, including parts identification.
Assist Equipment Dealers over the phone or email with service updates/questions.
Assist with general email inquiries within a 2-hour Service Level Agreement.
Act as a back up to all areas of the team where business needs are required.