Field Service Coordinator (Dispatch/ Logistics)

Position overview:
The position is to schedule and assign jobs to our technicians in the most efficient way possible, taking into account a variety of different factors. This is a highly challenging role that would suit someone that has excellent problem / puzzle solving skills. Your success will be determined by your highly developed interpersonal skills and experience working with SLA's in fast-paced, administrative focused roles.


Main tasks:
Handling customer enquiries via phone and email
Following-up internal and external enquiries
Managing and escalating customer enquiries
Looking for ways to improve the customer experience
Receive, record, process and follow up customer service requests.
Ensure efficient planning & dispatch of engineers to customer sites, for install and repair ?of equipment.
Manage customer enquiries concerning parts availability, deliveries, invoicing, and returns.
Generate various reports to Management team as per request
Manage and maintain the CRM System


Requirements:
Excellent verbal communication and rapport-building skills
Highly developed time management and multitasking skills
The drive and passion to deliver first class customer service
Experience providing an empathetic approach with a calm disposition
Proven conflict resolution abilities under pressure
A collaborative, solution-focused approach and strong written and oral communication and interpersonal skills.
Experience in scheduling, rostering and labour resourcing planning is preferred