Dispatch

Job description

Job Category: Business Operations

Requisition Number: DISPA01010

Posted: 2021-10-25

Schedule: Full-Time

Qualifications

Behaviors

Team Player: Works well as a member of a group
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Enthusiastic: Shows intense and eager enjoyment and interest
Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

Self-Starter: Inspired to perform without outside help

Description:

Dispatch

ABOUT SEB PROFESSIONAL NORTH AMERICA

You may not know, but our products are part of everyday life for everyone, even you. We're a small company that's big business. If you're looking to put your love of coffee to work, keep reading. We are SEB PROFESSIONAL North America, the leader in high-end automated coffee and espresso machines. You may know us better by our brands: Schaerer, WMF, and Wilbur Curtis. Chances are you may have used our products this morning at Dunkin Donuts, Starbucks, or Tim Hortons on your morning coffee run. And we just keep growing, which is why we are looking for people like you to join this team. If you're looking to solve problems and blaze trails in the coffee business, we would love to talk to you.

What you'll do:

In this role:

• Dispatch service providers by selecting a service company and initiating a work order.

• Schedule and notify service technicians of work order assignments.

• Prioritize dispatch cases by SLA and case severity based on defined rules.

• Log and update all dispatch details, including those provided by the service technicians, in the Salesforce CRM system.

• Monitor and follow up with service vendors on work orders and ETA and resolution statuses, documenting all CRM updates.

• Escalate issues to the escalation point of contact according to defined business rules.

• Collaborate closely with Customer Support when information is incorrect in the system (model number, location, address, etc.) to effectively dispatch a vendor for resolution.

• Update and inform the customer of the work order status and service ETA.

This position is work from home during the pandemic. You must be located in Southern California.

Requirements

People who are successful at SEB PROFESSIONAL are driven, focused, and assertive, who have limited patience for the status quo. If this sounds like you, we would love to see you apply and learn more about you!

Do you have the following skills?

• High School Diploma or, GED or, equivalent experience.

• The ability to multi-task and pay attention to even the smallest detail.

• Exceptional time-management skills with a drive to achieve the business goals presented to you daily.

• Strong customer service skills with a desire to resolve issues for your customers.

• A self-starter who is always looking for ways to do things better for your customers.

• Strong conflict resolution skills where you use active listening; excellent verbal and written communication.

• Professional phone etiquette.

• Able to maintain a typing speed of at least 35 wpm while speaking to customers on the phone.

This job does have some physical demands as well. Can you:

1. Some weekends/holidays work is required on a rotational basis.

2. Heavy phone and computer use.

Compensation & Benefits: What's in it for you?

SEB PROFESSIONAL North America provides a competitive compensation package including health and welfare benefits, paid time off and a retirement savings program.

What it's like to work here

At SEB PROFESSIONAL you have the autonomy to solve problems big and small. You may falter, but with the freedom to try comes the responsibility to course correct. Your big ideas, new thinking and passion for coffee fuel millions of people as they take on their day. We roll up our sleeves, bringing joy to coffee drinkers everywhere. Here, it's not just a cup of coffee it is countless hands building, thinking, and creating that sparks passion around the world.

This position is work from home during the pandemic. You must be located in Southern California.

PI