Remote Service & Dispatch Coordinator

ORR Protection; Canton (GA); Remote; USD 42,000 - 62,000; Full time

Job summary

ORR Protection seeks a Service Coordinator in the United States to collaborate with customers, subcontractors, field operations and internal account managers to schedule and dispatch routine service, emergency calls and repairs. You will ensure on-time completion and SLA adherence while optimizing profitability.

You will create and edit Field Orders in ERP, dispatch and schedule subcontractors, confirm quotes for emergencies, and maintain accurate ERP data.

Qualifications

• Customer Service experience or proficiency
• Analytical thinker
• Ability to excel in collaborative environments
• Ability to work independently
• Goal Oriented
• Data-driven decisions
• Understanding of spreadsheets and basic filters, formulas and functions
• Ability to excel in high pace environments
• Data Entry Skills

Responsibilities

• Create and Edit Field Orders in ERP system.
• Audit Validity of Field Orders in ERP.
• Dispatch Field Orders.
• Schedule Subcontractors.
• Cut Subcontractor Purchase order (PO).
• Work with Field Operations to Create Profit Driven Routine Service Schedules that meet Service Due Dates and Customer SLA's.
• Achieve Monthly On-Time Completion targets.
• Confirm and coordinate Routine Service Schedules with Customer, Service Account Team, Subcontractor and Field Operations.
• Maintain accurate Field Order Statuses.
• Work with Field Ops to Create and Obtain Profit Driven Schedules for Scheduled Repairs that meet Due Dates and Customer SLA's.
• Dispatch, Confirm and Coordinate Scheduled Repairs with Customer, Subcontractor, Service Account Team and Field Operations.
• Take Emergency Service Call Requests via Phone, Email, Text, (Instant Message) IM or Portal from Customer, 3rd Party, Account Team or Others.
• Dispatch, Confirm and Coordinate Emergency Service with Customer, Subcontractor, Service Account Team and Field Operations.
• Achieve Daily, Weekly or Per Tech revenue targets (to be defined)
• Create Sales Order in ERP
• Confirm Quote function in ERP for Emergency Service
• Accurately enter Data into ERP or other Systems
• Respond promptly to Customer needs via email, phone, text, IM or Portal
• Maintain communication with customer or Account Team until resolution or hand off
• Customer Portal Entry
• Coordinate with Project and Project Management teams to ensure adequate, appropriate and efficient use of resources
• Respond to, enter, manage and maintain scheduled activities in ERP
• Assist with Subcontractor scheduling or escalation as needed
• Participate in internal and Customer meetings as required
• Conform to company quality system

Skills

Customer Service

Analytical thinking

Collaborative work

Independent work

Goal oriented

Data-driven decisions

Spreadsheet proficiency

Data entry

High pace environments

Education

High School Diploma or Equivalent

Experience in customer service, dispatch or general business administration

Microsoft Office products

Intermediate level Excel

Tools

ERP system

Microsoft Excel

Job description

ORR Protection seeks a Service Coordinator in the United States to collaborate with customers, subcontractors, field operations and internal account managers to schedule and dispatch routine service, emergency calls and repairs. You will ensure on-time completion and SLA adherence while optimizing profitability.

You will create and edit Field Orders in ERP, dispatch and schedule subcontractors, confirm quotes for emergencies, and maintain accurate ERP data.