Service Experience & Dispatch Specialist

Central Business Systems, Inc.; Lexington (KY); On-site; USD 38,000 - 54,000; Full time

Job summary

Central Business Systems, Inc. in Kentucky seeks a Service Experience Coordinator to coordinate field service schedules, manage warehouse and inventory, and dispatch service requests.

You will be the operational hub, ensuring parts, equipment, and information flow smoothly to technicians and customers. You thrive in a fast-paced environment, bring dispatch, logistics or warehouse experience, and can use Excel and Microsoft 365 daily to organize and report data, while upholding CBS's

Qualifications

• 2+ years of experience in dispatch, logistics, warehouse operations, or customer service (phone and email support) preferred, not required.
• Excellent customer service skills, with a friendly, patient, and solution-oriented approach to every customer, technician, and vendor interaction
• Strong verbal and written communication skills
• High proficiency in Microsoft Excel and Microsoft 365 applications
• Excellent organizational skills and attention to detail
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Ability to lift and move equipment and boxes (up to approximately 50 lbs) as needed
• Comfortable operating basic warehouse equipment (pallet jack, hand truck) — training provided
• Demonstrated alignment with CBS's Core Values: Integrity, Customer-Centricity, Collaboration, Accountability, and Innovation

Responsibilities

• Answer incoming phone calls and emails; open, prioritize, and dispatch service tickets to field technicians in a professional and timely manner
• Serve as the primary point of contact for technicians in the field, coordinating schedules and routing based on location, priority, and skill set
• Accurately document service calls, technician status, and parts requests in internal systems
• Proactively communicate service status updates to customers and internal teams to ensure a positive experience
• Track technician arrival and completion times, and elevate delays or unresolved issues to the appropriate team
• Receive, inspect, and stock incoming equipment, parts, and supplies
• Pull and prepare parts, toner, and equipment for technician pickup, delivery, or installation
• Maintain accurate inventory counts and assist with cycle counts and physical inventories
• Package and ship equipment, parts, and returns; process RMAs with vendors as needed
• Keep the warehouse organized, clean, and safe, following proper equipment handling procedures
• Use Microsoft Excel and Microsoft 365 applications daily to track, organize, and report information
• Learn and adapt quickly to new systems, tools, and workflows, including dispatch/ticketing and inventory systems
• Embrace technology improvements and automation, including AI-driven tools and processes
• Identify opportunities to improve dispatch efficiency, parts availability, and warehouse operations

Skills

Dispatch experience

Customer service

Excel

Microsoft 365

Organization

Multitasking

Communication

Attention to detail

Teamwork

Lifting 50 lbs

Tools

ERP systems

PSA systems

E-Automate

ConnectWise

Inventory software

Job description

Central Business Systems, Inc. in Kentucky seeks a Service Experience Coordinator to coordinate field service schedules, manage warehouse and inventory, and dispatch service requests.

You will be the operational hub, ensuring parts, equipment, and information flow smoothly to technicians and customers. You thrive in a fast-paced environment, bring dispatch, logistics or warehouse experience, and can use Excel and Microsoft 365 daily to organize and report data, while upholding CBS's