Hardware & Kitchen Equipment Dispatcher

The Dispatcher is responsible for coordinating and overseeing daily service operations by assigning field technicians, managing customer communications, and ensuring timely resolution of Hardware repairs/Kitchen equipment requests. This role requires strong multitasking abilities, excellent communication skills, and the ability to make quick, informed decisions in a fast-paced environment.

• Dispatch service technicians to customer locations, ensuring timely response and efficient workflow.
• Manage a high volume of incoming customer calls; document information accurately and provide exceptional service.
• Coordinate with field personnel to optimize routes and schedules to reduce travel time and improve productivity.
• Collaborate with internal departments to prioritize urgent requests and resolve critical issues quickly.
• Maintain detailed records of dispatch activities, including work orders, and technician schedules.
• Provide technicians with clear instructions regarding job requirements, customer expectations, and safety protocols.
• Communicate proactively with customers regarding ETAs, delays, service updates, and follow-up needs.
• Address and resolve customer concerns by actively listening and offering appropriate solutions.
• Assess situations and make informed decisions regarding resource allocation and technician availability.
• Analyze data such as inventory levels, customer orders, and production schedules to develop optimal routing strategies.
• Develop and maintain standard operating procedures (SOPs) for consistent and efficient dispatch operations.
• Stay up to date on industry regulations, policies, and best practices related to logistics and customer service.

• High school diploma or equivalent; additional training in logistics or customer service preferred.
• Experience in dispatching, scheduling, or service coordination.
• Strong communication, multitasking, and problem-solving skills.
• Ability to work in a fast-paced environment and make quick decisions.
• Customer-focused with a professional and positive attitude.