Service Dispatcher

1 month ago

Anaheim, United States TOTAL WAREHOUSE Inc Full time

We have an exciting opportunity for a Service Dispatcher at our Anaheim branch. The Service Dispatcher prioritizes and schedules the Technician workload for an assigned group of technicians in relation to KPIs. The position is responsible for providing outstanding customer service to external customers and creating, and relaying service requests to the technicians.

Essential Job Functions:

  • Receive service requests from the customer and dispatch the technician to perform the service.
  • Schedule and prioritize the Technician's workload daily and adjust as needed throughout the day.
  • Contact customers to schedule planned maintenance services.
  • Communicate with customers via phone and email on inquiries regarding daily service needs and provide a timeline for completion.
  • Track and monitor Technician work orders in relation to KPIs to maximize efficiency.
  • Create work orders for the Technicians based on service request.
  • Oracle Cloud Base System for record keeping of customer request(s) and progress of the request.
  • Perform other duties as required for business operations.
Requirements
  • Excellent verbal and written communication skills.
  • Strong organizational skills to prepare and assign routes.
  • Strong leadership skills to ensure drivers compliance with direction and assignments.
  • Basic understanding of geographical area and mapping programs to facilitate efficient routing.
  • Proficient with or able to quickly learn dispatch and record keeping systems.
  • Ability to work at a fast pace and under pressure.
  • Ability to multitask.
  • Advanced customer service skills.
  • Knowledge of the industry is recommended but not required.
Education and Experience:
  • High school diploma or equivalent required; Associates degree in Transportation, Logistics, or related field preferred.
  • At least three years of related experience and execution of similar duties in warehouse/freight operations required.
  • Previous experience with NetSuite or other Customer Relationship Management software.
  • Previous Forklift experience is a plus.

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