Dispatcher, Customer Scheduling

About This Opportunity

Reporting to the Supervisor, Equipment Services Operations, the Dispatcher, Customer Scheduling is responsible for overseeing the completion of reactive equipment activities in SAP. The primary function of this role is to enable the Fields Service Technicians by dispatching their activities while providing additional support to the field as required.

As a point of contact for Field Service, Coca-Cola Limited, the Customer Sales Solutions Centre (CSSC), and the customer, timely and effective communication is critical. The position will be responsible for handling inbound customer calls, resolving escalations, and responding to investigation requests.

Responsibilities

• Oversee the dispatching of equipment service calls 
• Monitor the Dispatch Grid and backlog to ensure productivity and efficiency 
• Select outlets for service based on standard scheduling guidelines and include local considerations (Collective Bargaining Agreement.) in Technician workday 
• Accurately process and schedule Customer Service Tickets within designated milestones.
• Receive inbound emails and calls from the Technician or Field Service Supervisor
• Perform parts transfers or market searches for technicians (evenings and weekends)
• Act as a contact between CSSC and Field Service for escalations and investigation
• Report on equipment and service activities for key stake holders and other functional areas
• Oversee equipment service projects and initiatives
• Create Purchase Orders (POs) in SAP
• Process and audit Market Execution Partner (MEP) invoicing

Qualifications

• High school diploma required
• 1+ years of customer service experience required
• Strong communication by email, phone, in person
• Ability to work effectively in a team environment
• Proficient in Microsoft Office products; Outlook, Excel, Word, etc.
• Flexibility to work evenings, weekends, and holidays.
• SAP experience is an asset
• Knowledge of Canadian geography is an asset