AIDC Dispatcher - NewBold Technologies

Within NewBold Technologies, the AIDC (Automatic Identification & Data Capture) segment is looking to hire a dedicated dispatcher with specific responsibilities for managing service requests for our nationwide customer base. The AIDC market encompasses bar code, mag stripe, QR code, RFID and other devices used for inventory and supply chain logistics. Due to constant advancement in new innovative product development, The AIDC industry is growing at a rate of 22.3% and is forecasted to be worth $62 Billion by 2028.

The AIDC Dispatch team receives hundreds of requests each month for onsite repair requiring immediate resolution to ensure operational efficiency. The Dispatcher will initiate service requests in NewBold ticketing management system and oversee each step in the process by scheduling technicians, coordinating technical requirements with tech support, and purchasing, monitoring & updating status of tickets, and communicating updates to customer as needed. The Dispatcher is essential to NewBold’s operations and will ensure the required performance metrics are met for our top key accounts. The individual must possess strong communication skills, a high sense of urgency, and be able to work well independently and in a team environment.

Key Accountabilities:

• Process new customer service requests by facilitating inbound phone calls and email inquiries and entering information within the NewBold ticketing system.
• Coordinate technicians’ arrival time based on specific service levels identified in the customer contract by working directly with our field technicians and technical trainer.
• Monitor dispatch phone que’s and dedicated email inbox consistently to ensure immediate response to customer is delivered.
• Consistently monitor and update work orders for service calls throughout the day.
• Provide updates on open service calls to all relevant parties as needed, included internal team members.
• Assists in aging calls to ensure customer delays are minimal, and customers are kept informed of the progress and calls are being closed promptly.
• Meet specific individual performance metrics for number of open calls, escalations, and closed calls as identified by Dispatch Management team.

• Follow Standard Operating Procedures for urgent requests and escalated issues.

• Work with team to ensure execution on key performance metrics identified within each key

accounts Service Agreement terms and conditions.

Key Competencies:

• Highly Organized
• Customer Focused
• Excellent Communication Skills
• Strong Customer Service Skills
• Team Player
• Ability to Solve Problems
• Ability to Multi-Task
• Dependable

Qualifications:

• Bachelor's degree preferred but not required.
• Minimum of 1-2 years of relevant experience, but not required.
• Possesses a strong desire to grow within the organization
• Willing to learn the technical requirements to solve customers’ problems based on the technical need of the customer.
• Demonstrated ability to communicate effectively and influence change.
• Possess strong computer skills including the ability to prepare spreadsheets and use Microsoft Office Products (Word, Excel, PowerPoint and Outlook) to analyze data and trends.
• Experience in navigating through ticket management platforms, specifically SAP or similar/like software systems.
• Demonstrates and maintains a high degree of urgency, self-discipline, and organization skills.
• Demonstrated strong analytical, communication (written & verbal) at all levels.
• Must be self-motivated and able to prioritize own workload.
• Must be detail-oriented and able to work in a fast-paced, multi-task environment.
• Must have excellent interpersonal, verbal, and written communications skills.
• Ability to build solid relationships with professionals at all levels within an organization.