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Service Coordinator/ Dispatcher

Auburn Hills, Michigan
Temp to Hire (based on performance/business needs)?: Yes
Pay Rate: Max $18.00/hr

Position Summary
• Owner of Customer Dispatch request mailbox
• Filter e-mail requests to complete information for Service Request cases
• Create SFDC cases using dispatcher checklist
• Assign evenly cases to dispatchers / Work balance
• Prioritize “HOT” cases for immediate follow up
• Follow up on completed cases to confirm closure and perform survey
• Follow up on warranty service calls to collect cores
• Create work orders based on the needs of the customer. Send service quotes & receive Purchase Orders from the customer
• Maintain up to the minute schedule, ensuring customer’s requirements are met and that the correct services are provided
• Determine urgency, duration and commercial obligations (T&C’s, pricing, etc.) are in place before providing service
• Properly assess job charge type: Project, Demand, Contract or Warranty
• React to changes in requirements & timing, & maintain communication of these changes with eternal & internal customers
• Able to properly escalate information to management when not balancing variables and deadlines
• Follow up and Schedule on SI (Service Information) request from supply unit
• Other related duties as required.

Qualifications
• High School Diploma or equivalent
• Five years’ experience in related position (dispatch), with experience in a Contact Center. *Please ensure that this is clearly labelled on the candidate's resume*
• Proficient with MS Word, Excel, PowerPoint
• Excellent written & verbal communication Skills
• Excellent organization skills; detail-oriented
• Client services background is highly desirable
• SAP experience is preferred
• Ability to work with little or no supervision
• Analytical skills and demonstrated use of sound judgment

Work Schedule
Available to rotate between shifts: 7:00am-4:00pm / 8:00am-5:00pm / 9:00am-6:00pm (M-F). OT may be required during some weeks, possibly on weekends.
 

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