The Service Dispatch Coordinator builds relationships with customers by promptly answering inbound phone calls and are responsible for the timely coordination and dispatch of road service technicians’ to customers’ locations nationally while monitoring the integrity of the system information.
Johnston Equipment is a dynamic team working together for a common goal: client satisfaction. At GNJ every client and employee is valued and important. We offer our employees:
A stable company who stands behind 65 years of business excellence
The chance to expand your professional and personal skills
Learning with a national leader in a most critical industry, material handling
Employee appreciation lunches
Work/ Life balance
Large facility with complimentary coffee and tea and a lounge area
Reimbursement towards health and wellness
The ideal candidate is committed to serving customers by having strong attention to detail, follow-up skills, and excellent communication skills both verbally and written to work with customers and collaborate with road service, management, and rentals.
Ensure an exceptional, superior and seamless experience for customers during the day-to-day activities
Achieve customer satisfaction by meeting the department's Key Performance Indicators within the call centre
Ensure GNJ work orders move through the internal process in an efficient manner, including updating JDE until completion (billing)
Key Work Activities:
Answer all incoming phone calls within a quick timeframe to address customer requests on servicing their fleet/ material handling equipment
Schedule service calls as calls and emails are received, and dispatch service technicians to the designated customer site
Identify and establish solutions to customers’ needs by listening and understanding their issues
Identify road-blocks and and solve or escalate issues to the Service Dispatch Supervisor
Open and monitor work orders to process requests through to billing
Distribute all work orders prior to determined due dates to service technicians
Update and maintain customer information and progress notes in JD Edwards Management System
Plan service call schedules for technicians based on the nature of the work, volume of the work, and geographical locations between their service call sites
Review and assist with drafting status reports
Here at Johnston we believe that attitude is everything, bring your “make a difference” personality and strong work ethic and be ready to succeed!
You make a difference: You are a key player in the dispatch planning of scheduled maintenance and breakdown repairs for GNJ clients. Your speed, accuracy, and tactical planning allow technicians to perform their job with maximum efficiency allowing our customers’ production to continue uninhibited. The quality of your work directly influences our customer satisfaction, loyalty, and departmental goals that are part of a larger effort to increase Johnston Equipment's business and maintain its reputation of excellent customer service.
Shift: Monday to Friday 9 am to 6 pm (1 hour lunch) with flexibility between 7 am - 6 pm to support business needs nationally.
Johnston Equipment is working together for continuous improvement, sustainable outcomes and outstanding customer care. Live the values. Reap the rewards.
Certificates & Designations, High School is required
Post-Secondary Education, Some Related Post-Secondary Education
Ability to evaluate alternatives in order to make the right decision
Ability to prioritize
Accuracy and attention to detail
Perform well in a fast-paced environment
Ability to Multi-task
Timely Decision Making
Bona fide job requirement, Shift: 9:00AM - 6:00PM - Monday to Friday
Collaborates with Others, Committed to customers
Committed to Customers
Anticipates Customer Needs
Communicates Effectively, Courteous and Professional Manner
Demonstrates Functional Expertise
Strong Problem Solving
Work Experience, 2 Years - Related Experience