Our Story:

Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services; and leading our industry by Innovating What’s Next in glass doors and intelligent merchandising technologies that keep food safe under brands such as Hillphoenix and Anthony.

DFR is part of the Climate & Sustainability Technologies segment of the Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of $7 billion.

DFR is built on creativity and customer-centric innovation delivered by people invigorated by a strong sense of responsibility to help our customers win in their marketplaces. The relationships we build with our customers are as important to our success as the products we manufacture. This collaborative environment delivers FRESH THINKING, reassuring our customers that they choose the best when they choose to work with the people of Dover Food Retail.

Job Title: Service Dispatch Coordinator

Location: Phoenix, AZ

The After Market Service (AMS) Group is the ultimate turnkey organization providing comprehensive solutions for those refrigeration challenges and needs you have today or might face in the future. Whether your world is a supermarket, multi-store chain with refrigerated products, a convenience store, or any of a wide variety of industrial applications. Start-to-finish development, coordination and installation of refrigeration projects and programs of any size or complexity.

What we are looking for:

A Service Dispatch Coordinator will receive, process and manage customer service requests via email and customer/contractor portals, assign requests per department guidelines to technicians, service partners (subcontractors), or leadership to manage the company’s service volume and provide our customers with optimal service.

What you’ll be responsible for in this role:

• Manage service inbox/portals.
• Create workorders and assign them to the correct division/dispatch boards for technicians/service partners.
• Identify nature of call (billable, contract, warranty, construction job etc.)
• Dispatch technicians/service partners according to their trade, skill, and expertise.
• Dispatch the service requests to site assigned service partners.
• Work closely with lead technicians and service partner account managers for scheduling, follow ups, recalls, on-call duties, and other items.
• Work with the subcontractor’s dispatch team for scheduling, follow ups, ETA’s, customer required documentation, and workorder submittals.
• Communicate updates and provide documentation to the customer such as: ETA’s, PM forms, pictures, warranty forms, refrigerant event forms, etc.

What are the basic qualifications?

• 
  High school diploma, college education or equivalent experience.
• 2-4 years in dispatch or equivalent combined experience in customer service, coordination, or account management.

To be a great fit for the role:

• 
  Microsoft Office Suite - Outlook, Excel, Word and Power Point, and capable of learning other computer applications.
• Able to multi-task.
• Good problem resolution skills to make decisions related to customer issues, and escalate to leadership.
• Follow up and follow through are critical elements in this position.
• Flexible during times of change.
• Persuasive, encouraging, and motivating.
• Excellent customer service skills.
• Strong written and oral communication skills, able to communicate effectively and expeditiously while maintaining professional conduct with all levels of the organization as well as third parties.
• Effectively prioritizes and executes tasks in high-pressure environments, able to manage project adjustments and alterations promptly and efficiently.

Physical Demands:

• 
  The employee is regularly required to sit, stand, walk and use hands and fingers to operate a computer keyboard, mouse, tools or controls, and telephone to talk and hear; reach with hands and arms; climb or balance; stop, crouch and kneel. Occasionally, the employee may have to lift and/or move objects up to 15 lbs. Vision requirements include close, color and peripheral vision.

Work Environment:

• Usual office work environment
• Overtime may be required in meet project deadlines
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• The noise level in the work environment is usually moderate.
• Visiting job sites maybe required occasionally.

While on jobsites, this person must adhere to company and OSHA safety guidelines and protocols. May be required to wear personal protective equipment

How We Define Our Values and Why You Should Join Our Team:

The backbone behind our collection of outstanding businesses is a team of dedicated employees who protect and enhance our valued reputation for quality and delivering what we promise. It’s our values that define Dover to all of our key audiences: our shareholders, customers, prospective employees and especially to ourselves.

These values must be expressed in our work and embody our actions, as they form the basis by which we do our jobs, make decisions and measure our performance. It’s our unwavering commitment to maintaining our values that defines who we are as a Company.

• 
  Collaborative Entrepreneurial Spirit
• Winning Through Customers
• Respects and Values People
• Expectations for Results
• High Ethical Standards, Openness, and Trust

What’s in it for you?

• Medical, Dental, and Vision
• 401k Retirement Plan
• Flexible Spending
• Paid Holidays

#LI-FG1

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

Dover Food Retail is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.