Service Intake & Dispatch Coordinator

Methods Machine Tools Inc; Sudbury (MA); On-site; USD 36,000 - 44,000; Full time

Job summary

Methods Machine Tools is seeking a Customer Service Representative to be the first point of contact for inbound customer and technician calls within National Service Operations. You will manage call intake, triage requests, and create or route service cases to support technicians and engineers.

The role requires strong communication, sound judgment, and experience in fast-paced, phone-based environments such as BDCs or service centers.

Qualifications

• 3+ years in a phone-based intake, service coordination, BDC, or call center.
• Ability to triage, prioritize, and route requests in a fast-paced setting.
• Strong verbal and written communication skills.
• Experience creating and managing cases or tickets in CRM/service platforms.

Responsibilities

• Serve as the primary intake point for inbound calls, emails, and general service inquiries.
• Triage calls to determine whether to resolve admin issues, create a case, or escalate to technical resources.
• Create, update, and route service cases accurately within internal systems.
• Route technician-originated calls to available technical experts per procedures.
• Monitor shared service inboxes and ensure timely responses and documentation.
• Maintain clear professional communication with customers, technicians, and teams.
• Support service leadership by reinforcing intake and escalation processes.
• Assist with additional admin or coordination tasks as needed.

Skills

Phone-based intake

Service coordination

Caller triage

CRM case management

Written and verbal communication

Attention to detail

Organizational skills

Job description

Methods Machine Tools is seeking a Customer Service Representative to be the first point of contact for inbound customer and technician calls within National Service Operations. You will manage call intake, triage requests, and create or route service cases to support technicians and engineers.

The role requires strong communication, sound judgment, and experience in fast-paced, phone-based environments such as BDCs or service centers.