RA| Customer Service Dispatcher

Warrington

Reports to: National Customer Service Manager

Department: Customer Service

Location: Warrington

Role Purpose

• To allocate existing engineering resources to meet customer expectations in a timely and cost-effective manner.
• To provide good communication at all times to both internal and external stakeholders. Making sure that all incoming planned and unplanned work is reviewed, planned, prioritised, assigned and completed.

Main Duties/Team Responsibilities:

• Handling and logging of customer call efficiently and by agreed procedure
• Building strong and positive relationships with customers, engineers and colleagues
• Making sure that all customers are regularly being updated about the status of their work
• Maintenance Planning
• Allocate and monitor progress of all incoming planned and unplanned work
• Record and monitor VOR trucks, elevate when and if required
• Absence planning of engineers in conjunction with ASM.
• Process engineer’s timesheets, checking for accuracy, productivity, overtime
• Making sure that all chargeable work has a corresponding purchase order number and any error logs are cleansed regularly
• Review team resource, skill matrix and primary engineers regularly with team ASM
• Participate in internal meetings (Team meetings, ASM meetings etc.)
• Monitor engineer’s performance and es...to ASM where appropriate.
• Maintain and amend Customers CRM database
• Proactive follow up of quotations raised for external repairs
• Promote health, safety and welfare, champion a safety-first culture within our business

In addition to the duties and responsibilities listed, the jobholder may be required to perform other duties assigned by the Customer Service Manager such as call out and working outside of normal working hours

Duties may vary dependent on specific roles within the Podular structure, or any additional tasks deemed necessary by the NCSM.

Breakdown of Dispatcher Tasks:

• Sub con Z9 creation
• Service/ Loler / Repair planning
• Call logging
• SLS campaign planning
• Engineer parts order management
• Quote chasing
• Secure customer PO's
• Visitour
• Verisae Job acceptance
• Verisae Updates
• Job cards / TRN
• MDE AUSFAL
• Vor log
• CRM Database update

Role Requirements

• Strong experience in planning
• Ability to work under pressure and in a fast-paced environment
• Ability to communicate on multiple levels
• IT Literate
• SAP experience is a plus
• Excel &Word experience

Competencies

Required:

• Adaptability
• Attention to Detail
• Flexibility
• Influencing
• Integrity
• Resilience and Tenacity