Dispatch, Customer Care & Field Service Coordinator

About Us

IEG (Impact Environmental Group) is a growing family of companies that provides products and services to the global waste and recycling industry. This includes a variety of plastic & rubber molding, metal fabrication, plastic extrusion, and tarp systems. With locations positioned strategically around the US and Europe, each company in our portfolio plays a critical role in supporting the sustainability initiatives of our customers.

Headquartered in Elgin, IL, Impact has grown into a premier manufacturer of Container and Compactor Parts helping our customers to ‘repair and not replace’ assets, reducing the environmental impact of new containers and compactors. Other companies that reside under the IEG umbrella consist of Midland Chutes, Roll-Tech, Northern Extrusion, Deroche, Tarp Depot LLC, Container Components and more.

The ideal candidate for the Service Coordinator role should have strong time management skills, the ability to work on multiple tasks simultaneously and excellent communication skills. They should be proficient in interacting with customers and technicians via email and phone; be detail-oriented and have strong math skills for creating repair quotes. Critical thinking, problem‑solving abilities and the capacity to maintain composure in a fast‑paced environment are essential.

Requires on‑call coverage for overtime calls. This is a remote position supporting our technicians and customers in California and nationwide.

• Coordinates service resources, dispatches and assigns W2 and/or 1099 technicians to mechanical service repairs
• Creates service orders with all required information for the technician to complete the repair
• Interact with customers to ensure service orders are created correctly and dispatched in a timely manner achieving customer SLA’s
• Ability to create quotes for customers based on technician feedback of repair needed
• Interact and maintain open communication with the technicians throughout the day to effectively schedule manpower to complete services and meet the customer needs
• Daily processing and closing of orders
• Assist technicians with parts needed for repairs
• Strong communication skills and a proactive approach with willingness to work independently as well as part of a team
• Serve as the single point of contact for customers, vendors and technicians providing timely and accurate responses to inquiries
• Strong verbal and written communication skills to ensure repairs are processed in a timely manner
• Follow up on any pending repairs to ensure timely completion and closing of repairs
• Interact with service technicians to ensure all are following their agreed upon KPI’s
• Ability to maintain composure in a fast‑paced environment
• Ensure processes and procedures are followed to meet clients SLA’s
• Achieving KPIs

• Excellent communication skills (written, verbal, interpersonal)
• Proficiency in customer interaction and vendor management
• Critical thinking and problem‑solving skills
• Strong computer skills
• Ability to prioritize and manage multiple projects simultaneously
• Detail‑oriented and accurate in data entry
• Customer service‑oriented approach
• Ability to maintain composure in a fast‑paced environment
• Dispatch Experience
• Salesforce Experience (preferred)

• Pay Range $22-28/hour, negotiable based on experience

Note:

This job description is not intended to be all‑inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.