Service Coordinator

Midwest Startups; Fort Wayne (IN); On-site; USD 42,000 - 51,000; Full time

Benefits offered by this job

Parts Town Pride

Quarterly profit sharing bonus

Fitness center

Game room

On-site food market

Team member appreciation events

Volunteer opportunities

Casual dress code

Health insurance

401k/401k match

Employee assistance programs

Paid time off

Paid sick time off

Paid holidays

Paid parental leave

Professional development opportunities

Job summary

Parts Town is seeking a Service Coordinator (Dispatch Commander) to collaborate with inside service technicians and manufacturers to manage warranty dispatch from start to finish. You’ll handle warranty part orders, dispatch service, follow-ups, and provide top-notch customer support in a fast-paced environment.

You’ll dispatch 60-80 calls daily within tight SLAs, locate nearby providers, and communicate across email and phone.

Qualifications

• Exceptional critical thinking and problem-solving skills.
• Enjoy working with people and provide an exceptional customer experience.
• Detail oriented and drive to go the extra mile.
• Experience in Microsoft Office products and online research to find solutions.
• High-speed internet connection at home.
• Positive, outgoing, team-spirited personality.
• Excellent communication in English (written and verbal); bilingual a plus.
• Able to work a schedule of M-F 11:00 AM - 7:30 PM (EST).

Responsibilities

• Dispatch Service 60-80 calls within a 10-minute SLA frame.
• Use mapping tools to locate service providers near end users and schedule service.
• Deliver an exceptional customer experience via email and phone with manufacturers and providers.
• Manage service lifecycle from dispatch to close and communicate updates to parties.
• Document issues and hand off to Technicians for troubleshooting.
• Assist Equipment Dealers with service updates/questions by phone or email.
• Handle general email inquiries within a 2-hour SLA.
• Back up other areas of the team as needed.

Job description

Description

Position at Parts Town

See What We’re All About

As the fastest growing distributor of foodservice equipment parts, we like to do things a little differently. We believe our team should be like family. Not like a second cousin, twice removed, but more like the family you choose to be with every day. First, you have to demonstrate our core values and keep safety as your #1 priority, that’s key. But we’re also looking for unique enthusiasm, high integrity, courage to embrace change…and if you know a few jokes, that puts you on the top of our list.

Do you have a genius-level knowledge of foodservice equipment parts? If not, no problem! We’re more interested in passionate people with fresh ideas from different backgrounds. That’s what keeps us at the top of our game. We’re proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list, eleven years in a row and the Crain’s Fast 50 list seven times.

If you’re ready to roll up your sleeves, go above and beyond and put your ambition to work

Perks

• Parts Town Pride – check out our culture and growth!
• Quarterly profit sharing bonus
• Fitness center, game room and on-site food market
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Casual dress code
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away – don’t worry, we’ve got you covered.

The Job at a Glance

At Parts Town, our Service Coordinators (internally known as Dispatch Commanders) collaborate with our Inside Service Technicians, manufacturer partners, and their service providers to manage the full warranty dispatch process from start to finish. This includes warranty part order entry, dispatching warranty service, performing service follow-ups, and providing top-notch customer service. Strong problem-solving skills, effective communication, and the ability to multitask without sacrificing accuracy are essential for success in this role!

A Typical Day

• Dispatch Service 60-80 service calls within a 10-minute SLA time frame
• Utilize mapping tools to locate service providers closest to end user location and schedule service
• Provide an exceptional experience while interacting with customers, manufacturers, and their service providers via email and phone
• Manage life cycle of service from dispatch to close, effectively communicating updates to involved parties
• Document reported issues to hand off to Technicians for troubleshooting, including parts identification.
• Assist Equipment Dealers over the phone or email with service updates/questions
• Assist with general email inquiries within a 2-hour Service Level Agreement
• Act as a back up to all areas of team where business needs are required

To Land This Opportunity

• You demonstrate exceptional critical thinking & problem-solving skills
• You enjoy working with people and take pride in providing an exceptional customer experience
• You are detail oriented and have the drive to go the extra mile
• You have experience in Microsoft Office products and appreciate doing online research to find solutions
• You have a quality, high speed internet connection at home You have a genuine positive, outgoing, team spirited, one-for-all personality
• You’re an all-star communicator and are proficient in English (both written and verbal). If you’re bilingual, that’s a plus!
• You can work a schedule of M-F 11:00 AM - 7:30 PM (EST) with flexibility to adjust to different hours as needed

About Your Future Team

Service Coordinators run on teamwork, support, and a whole lot of good energy. We’ve got each other’s back, we take pride in caring deeply for our manufacturer partnerships, and we’re always looking for creative ways to make our mutual customer’s experience easier and better. Our growing team is made up of high performers who bring passion, curiosity, and a genuine desire to help - whether that means solving a tricky problem, following up just one more time, or going the extra mile to make someone’s day a little brighter. You’ll find us collaborating closely, cheering each other on, and communicating in our preferred professional language: emojis and gifs. We take great service seriously and we have way too much fun delivering it.

The salary range for this role is $41,840.19-$51,138.01 ($20.12-24.59) which is based on including but not limited to qualifications, experience, and geographical location. Parts Town is a pay for performance-company. In addition to base pay, some roles offer a profit-sharing program, and an annual bonus depending on the role. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time off, paid holidays, paid parental leave, and professional development opportunities.

Parts Town welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.