CS Support / Dispatcher at Dematic Corp in Salt Lake City, Utah

Job Description:

Dematic is an intralogistics innovator that designs, builds and supports intelligent, automated solutions for manufacturing, warehouse and distribution environments for customers that are powering the future of commerce. With engineering centers, manufacturing facilities and service centers located in more than 25 countries, the Dematic global network of 10,000 employees has helped achieve more than 6,000 worldwide customer installations for some of the world’s leading brands. Headquartered in Atlanta, Dematic is a member of KION Group, one of the global leaders in industrial trucks and supply chain solutions, and a leading provider of warehouse automation.

Dematic Corp. has an immediate need for a Customer Service Support 1. The successful candidate will be responsible for answering telephone calls and addressing emails from customers requesting support then working with Dematic employees to dispatch, resolve and follow-up on all problems reported. This role has the availability to be filled at any of Dematic's major locations.

This is a night shift working 6:00 PM - 6:00 AM (MST) on Sunday, Monday, Tuesday and every other Saturday.

Must have exceptional customer service and strong telephone skills, willingness to make follow-up calls daily to Dematic employees as well as customers.  Must be self-motivated and able to multi-task. Must be able to stay on task while working under little or no supervision at times.

Job Family Responsibilities:

• Responds to incoming inquires and/or requests regarding products and/or services.


• Supports customers by logging new support case/updating support case, connect customer with appropriate Dematic employee while providing efficient and courteous service.


• Participates in investigating and resolving semi-complex problems.


• Supports Dematic employees by updating/closing support cases.


• Will work with Dematic employees from various offices throughout the US to aide in customer support process.

Key Responsibilities:

• Performs semi-complex work within area of specialization.


• Interprets documented rules, past practices, or instruction on a semi-independent level.


• Effectively identifies problems as they occur and takes appropriate steps to solve them in situations where the problem is not difficult or complex.

Education:

• Typically, HS diploma or equivalent required.  Specialized skill training/certification may be required.

Knowledge and Experience:

• Demonstrates basic knowledge of a specialty area.  Typically, 2-5 years of successful experience in area of responsibility and successful demonstration of Key Responsibilities and Knowledge as presented above.

Key Working Relationships:

• Primarily intra-organizational contacts and limited external contacts.