Service Dispatcher & Warehouse Coordinator

Allegion•Wixom, MI

4d•Onsite

About The Position

This dual role combines the responsibilities of Service Dispatcher and Warehouse Coordinator, playing a crucial part in driving operational efficiency and customer satisfaction. We are looking for energetic, detail-oriented leaders who focus on execution, meet commitments, and have a passion to exceed customer expectations.

Requirements

1+ year of customer service or dispatching experience.
1+ year of experience ordering/receiving parts or inventory control.
High School Diploma or GED.
Valid state driver’s license, without restrictions.

Nice To Haves

Excellent written and verbal communication skills.
Time management and organizational skills.
Computer and Microsoft Office skills.
Ability to lift and/or carry weight from 50-75 lbs.
Self-motivated and requires minimal supervision.
Ability to handle multiple priorities.
Customer service oriented.
SAP experience.
2+ years of service management/call center/field service experience desirable.

Responsibilities

Receive incoming telephone calls, assess, and dispatch service calls.
Provide feedback to the call center for call loading improvements and customer concerns.
Prioritize and determine the best available technician to complete jobs.
Ensure proper communication with customers to gather all pertinent information for service calls.
Consistently follow-up with customers to ensure completion and satisfaction.
Track all service calls and provide reporting and metrics to management.
Promote the sale and implementation of service agreements to customers.
Order, receive, and research parts for open service calls.
Pull, stage, and load material for installers.
Unload and receive trucks from the manufacturing facility and UPS.
Process out of box failures, returns, and cores.
Maintain a clean and organized warehouse.
Serve as the single point of contact for part sales (10-20 per month).
Assist the field team with call overloads and direction.
Provide field team with parts support to help minimize return trips.
Perform monthly technician’s rides to better understand team support requirements and business needs.
Coordinate with National Accounts service dispatch.
Provide administrative/back-up assistance to Service Supervisor.
Communicate via phone and email as needed.
Work with Installation coordinator on manpower sharing opportunities to increase productivity.
Perform work according to the Field Operations Policy and Procedures Manual.