Canon USA & Affiliates Coordinator, Dispatch II in Burlington, New Jersey
Monitors customer service dispatch requests and dispatches technicians in a timely manner. Communicates with Service Managers, Technicians, and customers as needed. Serves as a back-up inbound call taker as needed.
Provides outstanding service to customers calling the dispatch team for service.
Responds to routine customer inquiries via live call or Email as needed.
Provides follow through on any special customer needs in a timely manner.
Responsible for handling escalated situations.
Follows established work procedures on routine tasks, and makes recommendations regarding customer issues when applicable.
Balances workloads to meet customer service level agreements. Contacts customers with updated estimated time of arrivals as needed.
Coaches peers to improve response times and deliver exceptional customer experience.
Provides optimization feedback (systems, process) to leadership as needed.
Performs stress testing and user acceptance testings as needed to fully vet new systems enhancements.
Typically requires general and/or vocational training plus 2 to 4 years of related experience.
Associate's degree or equivalent required. Some college preferred.
Related experience preferred. Strong verbal and written communication skills.
Proficient in MS Office, strong attention to detail, organized and able to multitask.
Ability to problem solve and handle escalations.
May occasionally work a different shift due to business needs.
About our Company - Canon Solutions America provides industry leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With the technology offerings of the Canon and Océ brands, Canon Solutions America helps companies of all sizes find ways to: improve sustainability, increase efficiency, and control costs in conjunction with high volume, continuous feed, digital and traditional printing, and document management solutions. A wholly owned subsidiary of Canon U.S.A., Inc., Canon Solutions America is headquartered in Melville, N.Y. and has sales and service locations across the U.S.
Canon Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, profit sharing, success sharing, educational assistance, recognition programs, vacation, and much more.
We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans.
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Requisition ID 20218
Category Customer Service/Support
Position Type Full-Time