Dispatcher, Customer Service​/HelpDesk

For more than 120 years, KASCO has been the industry leader in providing quality products, parts, repairs, and service to the meat processing and retail institutional food industries. Our cutting edge products include band saw blades, meat grinder plates and knives, and cutlery. We also offer a vast range of butcher supplies, seasonings, replacement parts, and repair services to grocers, restaurants, and meat, seafood, deli and bakery departments.

The Dispatcher will perform various functions in support of the Field Service Reps (FSR), including receiving inbound customer calls and emails requesting repair service. Qualifies the call/email and dispatches the service call to the FSR. Must be available to work in office in St. Louis, MO, and be available on weekends.

• Answers the Service/Repair Call Group phone lines.
• Monitors group email box for incoming emailed repair requests. Accepts email requests and enters information into dispatch system.
• Responsible for dispatching repair calls to the field.
• Responsible for keying accurate and consistent information in the dispatch system, including call entry and updates.
• Takes necessary actions to ensure customer calls are completed to meet the established deadlines.
• Receives repair estimates from FSRs and submits to customer for approval. Notifies FSR of approval/denial of estimates.
• Monitors repair calls to ensure calls are being closed in a timely manner.
• Acts as liaison between Kasco FSRs, customers and other departments as needed.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Some college and one to five years related experience; or equivalent combination of education, training and/or experience.

• Must have excellent verbal and written communication skills. Must be able to communicate clearly and concisely with customers, FSRs, management, and co-workers.

• Ability to solve practical problems and deal with a variety of concrete variables where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, and diagram or schedule form. Must be able to multi-task in a fast-paced, deadline driven environment.

• Ability to prioritize and manage multiple projects simultaneously.
• Strong attention to detail.
• Strong sense of urgency.
• Self-starter able to work with minimal amount of daily supervision.
• Team Player.
• Strong interpersonal skills to interact with Management, FSRs, A/R, Shipping/Receiving, Sales, Purchasing, and Customer Service.
• Must be proficient in MS Word, Excel, and Outlook.
• Experience and good understanding of creating complex reports and manipulating data in Excel, using pivot tables, VLookup, etc. a plus.
• D365 Operating system skills a real plus.
• Data entry speed of 5,000 keystrokes per hour, typing speed 50 words per minute.
• Must be able to work one weekend a month (Sat and Sun, four hours each day).
• Must be able to cover holidays as needed.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, and reach with hands and arms.

Occasional bending, lifting and moving is required. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color visions, peripheral vision, depth perception, color acuity and the ability to adjust focus.

The noise level in the work environment is usually quiet to moderate.