Ordering Dispatcher

Ordering Dispatcher required to review and monitor Ticket allocations for Spare part requirements, ensuring that any escalation processes are followed.

Support the Dispatch Manager in achieving Dispatch Centre KPIs, produce escalation and post failure reports. Provide an 'Operationally Excellent' service to both internal and external customers.

RESPONSIBILITIES:

- Management of all Tickets requiring a Spare part, prioritising work in accordance with SLAs and procedures in order to meet or exceed KPIs
- Monitor and resolve Jeopardy Alerts in a timely manner; assist engineers with any requirements to execute work in relation to spares.
- Append all Tickets with concise, appropriate notes on activities taken to make work executable - Spare Demand Number, ETA and references etc.
- Comply with all FSO and Customer procedures to ensure engineer's Spare part are ordered correctly adhering to Vendor processes
- First point of contact for all Spare Part ordering issues, to ensure prompt escalation to the Operations Technical lead or Manager.
- Monitor email account for confirmations of Orders, updates or Stock Out
- Provide accurate Spare details, Serial numbers and ensure correct information is attached to Tickets on all Spare Part Demand applications.
- Understand the access restriction and scheduled times, thereby enabling spares to be delivered 'Just in Time' to achieve customer targets with out impacting on Stock Levels
- Review and provide updates to open Spare Requests, with information to support the business highlighting delays or issues preventing closure.
- Monitor all work queues, ordering Spares within Dispatch SLA's, ensuring the Field resource is fully optimised.
- In the event of any equipment failures, internally or externally, follow the Disaster Recovery programme to support customer activities until remedial work has been completed.

TECHNICAL COMPETENCE

- Proficient in the use of MS Office
- Customer service skills in telephone handling
- Good written and communication skills
- Experience using trouble ticketing systems
- Good Data Accuracy Skills