Dispatcher - Service Coordinator

DISPATCHER - SERVICE COORDINATOR

Do you like to work in a fast-paced environment? A well-established, family-owned and operated, Material Handling dealership, looking for a Service Dispatcher to join our team. Mid Columbia is seeking an individual who takes pride in their work and will play a key role dispatching service road technicians to the best customers in Western Washington. Since 1978, Mid Columbia has helped businesses in Washington state get the equipment and training they need to boost productivity, improve workplace safety, and eliminate inefficiencies.

POSITION SUMMARY

Responsibilities include but are not limited to scheduling repairs, dispatching technicians, as well as administrative tasks such as inbound and outbound calls, scheduling repairs, and preventative maintenance. This critical position is based out of our Auburn. WA location and is responsible for customer and technician satisfaction while meeting customer service company goals. The Service Dispatcher requires excellent customer relations and communication skills. This position also works with management to improve the productivity and efficiency of the Service Department.

KNOWLEDGE/SKILLS/EXPERIENCE/EXPECTATIONS

Required:

• A focus on safety, customer service, professionalism and respect.
• Build a strong work relationship with management, employees, and customers.
• Be one of the first points of contact for our professional road technicians.
• Daily ensure all technicians arrive onsite at customer locations on time.
• Investigate and resolve customer questions, challenges, and problems.
• Work closely with service management to communicate policies and processes that improve technician productivity.

Responsibilities:

• Receive requests for service and dispatch technicians to the job site.
• Monitor and manage the technicians' schedules to ensure optimal efficiency and timely response to customer requests.
• Provide excellent customer service by answering calls and addressing customer inquiries and/or complaints.
• Schedule appointments and prioritize work orders based on urgency and customer needs.
• Coordinate with other departments and stakeholders to ensure smooth and efficient service delivery.
• Maintain accurate records and documentation of service calls, work orders, and customer interactions.
• Order supplies as needed to support technicians' work.
• Ensure compliance with company policies and procedures as well as relevant laws and regulations.
• Continuously improve dispatch processes and systems to enhance service quality and efficiency.
• Take incoming phone calls from customers needing field technician repairs as well as open service work orders for those calls.
• Interact with accounting regarding customer accounts, over credit limits, and CODs.
• Work with different partners/suppliers to place orders for Service department needs, like coordinating Vehicle maintenance and purchasing Service department MRO supplies.
• Report all injuries and equipment damage in a timely manner.
• Perform other duties as assigned by the supervisor or management.

Desired Skills

• Strong written and verbal communication skills at all levels.
• Must possess strong problem solving and project management skills.
• Excellent organizational, attention to detail, and time management skills.
• Must be physically able to operate office productivity tools, i.e., PC, tablet, phone systems, etc.
• Proficiency with Microsoft Office Suite to include Excel.
• Must have the ability to lift 25 lbs unaided to perform office administrative duties.
• Takes the initiative – volunteers readily. Undertakes self-development activities, seeks increased responsibilities, and takes independent action. Looks for and takes advantage of opportunities.
• Enjoys being part of a Team! Balances team and individual responsibilities. Exhibits objectivity and openness to others’ views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests. Supports everyone’s efforts.

COMPENSATION & BENEFITS

Job Type: Full-time, 8-hour shift M-F.

We offer a competitive compensation with comprehensive benefits:

• Career advancement possible with proven results
• Vacation - progressive, based on years worked
• 8 Paid Holidays
• Safe Harbor 401(k) by Employer
• Health, Dental, Vision, & Prescription Insurance
• Company Paid Life Insurance and AD&D
• Flexible Spending Account (FSA)

Work Location: Auburn, Washington

All employees are expected to uphold and embody the MidCo Material Handling culture of providing “World Class” customer service while consistently maintaining an elevated level of integrity, ethics, and accountability. Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as needed to meet the ongoing needs of the organization.

Mid Columbia Forklift maintains a drug-free workplace, and as such, requires candidates to successfully pass a pre-employment drug test.

About Mid Columbia Your Partner in Productivity

Since 1978 we've helped businesses in Washington state get the equipment and training, they need to boost productivity, improve workplace safety, and eliminate inefficiencies. Mid Columbia is a full-service material handling dealership that covers outstanding customers in both Eastern and Western Washington with a focus on but not limited to:

• Forklift Sales, Service and Rentals both short and long-term rentals
• OSHA-Approved Training - improve safety and reduce risk with forklift and aerial lift training tailored to your operation.
• Warehouse Solutions - including pallet racking, dock equipment and shelving.
• Used Equipment - buy with confidence, all our used equipment includes a warranty
• Maintenance, Parts & Service - 24/7 mobile repair and quality parts.
• State of the Art Vans & Equipment

Please check us out online at http://midcolumbiaforklift.com/

LIMITATIONS AND DISCLAIMER

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.

Mid Columbia Forklift is an Equal Opportunity Employer. We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, or the presence of a disability, which would not prevent the performance of essential job duties with, or without reasonable accommodation of any other protective status.

EEO/M/W/Vet/Disability

Job Type: Full-time

Pay: $26.00 - $31.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $26 - $31