Customer Service & Dispatch Coordinator

Overview

Position Overview

The Customer Service & Dispatch Coordinator plays a vital role in delivering exceptional service and coordination between customers, field technicians, and third-party vendors. This position is responsible for managing service calls, scheduling and dispatching technicians, processing parts orders, tracking equipment, and ensuring accurate and timely billing.

Customer Service & Dispatch Coordinator

POS

POS Director, Services

The Customer Service & Dispatch Coordinator plays a vital role in delivering exceptional service and coordination between customers, field technicians, and third-party vendors. This position is responsible for managing service calls, scheduling and dispatching technicians, processing parts orders, tracking equipment, and ensuring accurate and timely billing.

This role requires strong communication, organizational, and multitasking skills, as well as the ability to remain calm and decisive in fast-paced environments. The ideal candidate is detail-oriented, customer-focused, and thrives on solving problems efficiently while maintaining excellent relationships with internal and external partners.

• Customer Support & Communication
  • Deliver exceptional customer service across all communication channels — phone, email, and in-person — ensuring prompt, courteous, and professional assistance.
  • Serve as the primary contact for customers regarding service requests, parts orders, repairs, and billing inquiries.
  • Conduct proactive follow-ups with customers to confirm appointments, track orders, and ensure satisfaction with completed service calls.
  • Manage inbound and outbound calls and emails to address service issues, replacement equipment needs, and general inquiries.
• Dispatching & Scheduling
  • Efficiently schedule and coordinate service calls for field technicians, ensuring timely response and optimal coverage.
  • Maintain real-time dispatch boards and technician schedules, adjusting priorities as new calls arise.
  • Manage overnight escalations and ensure prompt resolution and communication with affected customers.
  • Track technician activity and service completion, ensuring accuracy in service logs and ticket details.
• Parts, Equipment & Logistics
  • Create, fulfill, and close sales and service orders for parts, supplies, and replacement equipment.
  • Manage the technician replacement fulfillment and depot service programs.
  • Coordinate and track third-party equipment exchanges, ensuring timely delivery and return of defective units.
  • Utilize UPS or similar portals to process shipments, track deliveries, and arrange call tags for returns.
  • Occasionally drive company equipment between office locations or make local deliveries and pick-ups as required.
• Administrative Support
  • Review service tickets and documentation for completeness and accuracy before closure.
  • Prepare proposals for non-contracted service work as needed.
  • Support daily billing, invoicing, and data entry activities to ensure accuracy and timeliness.
  • Maintain accurate service records, logs, and customer information within company systems.
  • Assist with general office duties and other tasks as needed.

• High school diploma or equivalent; technical training or related experience preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Excellent verbal and written communication skills with a professional, courteous demeanor.
• Strong organizational and multitasking abilities with keen attention to detail.
• Ability to prioritize and respond effectively in time-sensitive situations.
• Valid driver’s license with acceptable driving record.
• Ability to lift, push, or pull up to 50 lbs as needed.

• 1–2 years of customer service or dispatch experience in a service or technical environment.
• Experience in restaurant operations or point-of-sale (POS) systems.
• Familiarity with multi-line phone systems and logistics coordination.

• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods.
• Occasional warehouse or field tasks involving lifting or moving equipment.
• Frequent collaboration with…