Job description

This is a remote position.

Monday–Friday, 8:00 AM – 4:30 PM EST

Overview:

We are looking for an experienced Dispatch Coordinator to provide efficient service to ensure our

customers SLAs are met and promote the idea of the "perfect serving" throughout the organization.

The goal is to keep our Dispatch department running in an efficient and profitable manner by

managing SLA, customer satisfaction, loyalty, and retention in order to meet our customer's

expectations.

Core Competencies

Responsibilities

Oversee Dispatch Board and assess situations to ensure optimal deployment of resources to maintain SLA’s & efficiency in mind.
Collaborate with Dispatch Supervisor and IT/IS team to resolve inefficiencies and logic issues within our automated scheduling system, PSO.
Address exceptions beyond automated scheduling parameters promptly by using resources like PowerBI, potentially involving coordination with applicable departments.
Serve as a primary point of contact for technicians regarding factors impacting their efficiency.
Maintain regular communication with customers regarding service ETA's through both phone calls and emails.
Verify that tasks are appropriately assigned to technicians based on the specific product requirements of customers, the skillsets of technicians and location.
Perform additional duties as required.

Minimum 3-year experience.
Working knowledge of dispatch software databases, and tools; experience with workforce planning is an asset.
Proven success in handling escalations
Ability to think strategically and to plan.
Knowledge of and demonstrated ability in corporate core competencies including teamwork, initiative, accountability, and flexibility/adaptability.
Superior verbal, written and interpersonal communication skills.
Strong organizational, analytical, and research skills while demonstrating good judgment and attention to detail.
Demonstrated problem solving and sense of urgency.
Strong time management, multi-tasking, and prioritization skills.
High level of proficiency with Microsoft Office suite.
Working experience with food equipment is an asset.