Dispatcher/Customer Service Representative

Job Brief:

We are seeking a reliable and highly organized Dispatcher/customer service representative to coordinate communication between our customers, service technicians, and delivery teams. As the first point of contact, you will play a critical role in ensuring seamless operations by receiving service requests, scheduling repairs, and dispatching technicians efficiently. You will also manage product delivery orders and provide real-time logistical support to field technicians for commercial coffee equipment maintenance and repair services.

The ideal candidate is an excellent communicator with strong multitasking skills and the ability to remain calm and composed under pressure. Your goal is to ensure customer satisfaction by facilitating timely and effective service.

The Dispatcher/customer service responsibility includes performing varied daily job duties based on the volume of calls and the number of techs working, schedule service calls and routes techs to make needed repairs and complete scheduled projects.

Full-time, usually daytime business hours

This position works independently and within a team-oriented environment.

Travel is usually not required, completing daily job tasks in-office.

Essential duties:

• Receive and prioritize incoming calls for service requests, work orders, equipment repairs, and product deliveries.
• Record significant information, including customer details, issue descriptions, and equipment models.
• Address inquiries and provide solutions or escalate issues as necessary.

Dispatch Coordination:

• Assign service orders to technicians based on urgency, location, and technician availability.
• Track and monitor the status of service calls, ensuring timely updates to customers and technicians.
• Use phone, or software to send service technicians to appropriate locations.

Scheduling and Routing:

• Plan and adjust daily schedules to optimize technician routes and minimize downtime.
• Provide technicians with essential information, such as equipment details, customer preferences, traffic conditions, and potential obstacles.

Product and Delivery Management:

• Receive and dispatch orders for parts, equipment, and supplies required for repairs or customer needs.
• Coordinate delivery schedules with customers and ensure timely and accurate shipments.

Documentation and Reporting:

• Maintain accurate records of calls, service requests, and dispatch activities in the company database.
• Generate reports on service metrics, technician performance, and customer satisfaction.

Requirements and Skills:

• Proven experience as a Dispatcher or in a similar role, preferably in a service-oriented business.
• Strong computer skills, including experience with dispatch software, CRM tools, and scheduling applications.
• Knowledge of commercial coffee equipment (or willingness to learn).
• Excellent organizational and multitasking abilities.
• Strong problem-solving skills and critical thinking under pressure.
• Proficient in English, with outstanding oral and written communication skills.
• High attention to detail and sound judgment in prioritizing tasks.
• Familiarity with routing, traffic patterns, and time management strategies.
• High school diploma or equivalent; additional training in logistics, customer service, or dispatching is a plus.

Preferred Qualifications:

• Knowledge of commercial coffee equipment repair and maintenance procedures.
• Experience in working with field technicians or service teams.
• Understanding of inventory management for parts and equipment.

What We Offer:

• A collaborative and dynamic work environment.
• Opportunities for professional growth and training in the commercial coffee equipment industry.
• Competitive compensation and benefits.

Other:

Free parking

Warehouse environment

Per coffee industry standard this is a fragrance-free environment no cologne or perfume can be worn

Physical Demands:

Stand or sit in stationary positions up to 90% of the time.

Walk, move, traverse and occasionally move about inside the office to access file cabinets, office machinery, etc.

Use hands/fingers to handle, feel, operate, activate, use, prepare, inspect, place, detect, position to constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

Climb stairs, ladders or balance, ascend/descend, stoop, kneel, crouch, or crawl position.

Talk, hear, communicate, detect, converse with, discern, convey, express oneself, and exchange information and the person in this position frequently communicates with internal and external clients.

Must be able to exchange accurate information in various situations including seeing, detecting, determining, perceiving, identifying, recognize, judge, observe, inspect, estimate, assess.

Carry weight, lift, move, transport, position, install, remove equipment weighing up to 50 pounds

This is not a comprehensive list of all duties and responsibilities of this job, and other duties may be assigned as the role evolves or changes as necessary.

For employees and applicants, this job description is subject to change, nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time, this description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned; and this job description is subject to change at any time.

Job Type: Full-time

Pay: From $25.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you love good coffee, if no, are you willing to learn? What is your morning coffee routine?

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 2 years (Required)

Ability to Commute:

• Baltimore, MD 21230 (Required)

Work Location: In person

Salary : $25