Service Dispatcher II

TDIndustries•Phoenix, AZ

About The Position

Our Dispatcher II coordinates inbound and outbound logistical operations, including inventory management, warehousing and transportation to ensure sufficient supply of goods and products. Controls the commercial impact of the complete range of activities from receiving, locating and dispatching, sourcing, purchasing and optimizing inventory levels. Administers an effective system that meets the organization's inventory control needs through efficient transportation of raw materials, component parts and/or finished goods.

Requirements

3-5 years of Service Dispatching experience required.
Previous industry dispatching experience preferred
High School or GED.
Proven experience as a dispatcher or relevant position.
Knowledge of procedures and guidelines for emergency situations.
Outstanding organizational and multitasking abilities.
Strong active listening skills and excellent communication abilities.

Responsibilities

Efficiently dispatch Service Technicians based on skill level to optimize costs and enhance customer trust.
Dispatches are made for all business units throughout the work week or as needed.
Resolves issues within their capability; escalates issues outside capability.
Proactively manages customer requests and consistently delivers exceptional service that surpasses expectations.
Oversees all inbound customer contacts via phone, email, web portal, and fax.
Organizes customer service calls prior to their deployment to the Service Technician.
Creates work orders from customer contacts, verifies that customer information is correct, and pulls permits as needed.
Manages customer portals by providing necessary data and completes reports such as shift and status reports.
Collaborates in scheduling customer maintenance contracts and efficiently organizes Service Technicians' schedules to meet contract requirements.
Communicates effectively to guarantee prompt and responsive service to the customers’ immediate and long-term needs.
Communicates the status of the service call to the customer while it is in progress, and follows up with the customer after the call has been completed.
Plans, forecasts, and dispatches service calls for the internal customer (Service Manager and Service Technician).
Monitors dashboard results and creates plans to address active work orders.
Works cohesively with Service Managers, Service Technicians, Sales Representatives, Account Managers, and Dispatch Coordinators to meet the needs of customers each day.
Performs cross-functional roles and cross-promotes all services offered to customers.
Reviews current processes and procedures to enhance the customer experience and improve overall efficiency.