Customer Solutions Specialist – Parts & Service Dispatch

We are seeking a Customer Solutions Specialist – Parts & Service Dispatch to join a fast-paced customer service team. This position is responsible for providing excellent customer support, processing parts and service requests, coordinating service calls, and ensuring customer issues are handled accurately and efficiently.

The ideal candidate is highly organized, professional, detail-oriented, and comfortable managing multiple priorities while communicating with customers, technicians, and internal departments.

Key Responsibilities

• Respond to incoming customer calls, emails, and service requests in a professional and timely manner.
• Provide excellent customer service while answering questions and assisting with parts and service-related needs.
• Process parts orders, quotes, returns, and service requests using internal ERP/CRM systems.
• Dispatch service requests to field service technicians and coordinate service scheduling.
• Create, update, track, and close service tickets accurately.
• Research parts availability, order status, inventory, and customer inquiries.
• Communicate with customers, technicians, vendors, and internal departments regarding service and parts requests.
• Escalate urgent or complex customer issues to the appropriate department or supervisor.
• Maintain accurate documentation of customer interactions, orders, service requests, and resolutions.
• Ensure orders and service tickets are completed within established deadlines.
• Prepare and share daily reports as required.
• Assist with creating FAQs, instructions, and other customer support documentation.
• Maintain positive working relationships with customers and internal teams.
• Handle customer concerns with professionalism, diplomacy, and tact.
• Perform additional duties as assigned.

Qualifications

• High school diploma or equivalent required; additional education or technical training preferred.
• 3+ years of experience in customer service, parts support, dispatch, technical help desk, or a related role preferred.
• Previous experience working with ERP, CRM, order management, or service ticketing systems strongly preferred.
• Proficiency with Microsoft Outlook, Word, and Excel.
• Strong computer and data-entry skills.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• Ability to research problems, identify solutions, and properly escalate issues when necessary.
• Ability to learn new software and systems quickly.
• Strong attention to detail and commitment to accuracy.
• Ability to work independently while also contributing to a team environment.

Work Environment & Schedule

This is a full-time, 40+ hour-per-week position in a professional office environment. Candidates must be comfortable working at a computer and using a telephone for extended periods.

The position can be fast-paced and requires the ability to manage multiple customer requests, deadlines, and priorities simultaneously.

Schedule flexibility is required, including the possibility of overtime, evenings, weekends, or holidays based on business needs.

What We’re Looking For

We are looking for someone who is dependable, customer-focused, adaptable, and takes ownership of their work. The successful candidate will be comfortable solving problems, communicating with different departments, managing time-sensitive requests, and maintaining a professional attitude in a fast-paced environment.

Apply today if you have a strong customer service background and experience with dispatch, parts coordination, order processing, or service support.