ROLE TITLE: Service Planner / Dispatcher
REGION: Europe
REPORTING TO: Service Operations Manager Benelux
LOCATION: Belgium, Zellik

COMPANY OVERVIEW
Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement and management of cash. We enhance staff efficiency, reduce operating costs and enable a more rewarding customer experience.
We offer peace of mind. We enable transformation. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping our customers enhance the value that their staff and facilities add to their business.
ROLE PROFILE/SUMMARY OF REQUIREMENTS
The role of the Service Planner / Dispatcher is to dispatch our Field Service Engineers to customers in order to enable timely and accurate service delivery. It includes answering customer calls to ensure adequate provision of information or data collection.
YOUR TASKS ARE

• Providing customers with service excellence, maintaining a high degree of customer service for all support requests.
• Taking incoming calls via phone and mail, and providing standard information according to agreed scripts or within agreed rules by service management policy and principles.
• Create and manage the different types of cases in the ERP system (installation, preventive/corrective maintenance, upgrades, …).
• Work together with Technical Support Department to ensure a correct analysis of the customer’s request to reach ‘first time fix’ and customer satisfaction.
• Ensure timely availability of specific parts for the Technicians to perform the interventions as agreed with the customers.
• Plan the work to be carried out at customers' premises based on applications received.
• Administrative processing of the dispatching activity.
• Follow up on the progress of the FSE's work.

YOU BRING WITH YOU

• Very good knowledge of Dutch & French and knowledge of English.
• First class telephone manners; polite & courteous, customer minded.
• Excellent customer focus, outstanding communication and interpersonal skills.
• Ability to work well within a team, taking charge of problems that might not be of their own making or responsibility.
• Ability to work under pressure and can effectively prioritise competing demands.
• Ability to use own initiative; possessing excellent problem solving skills.
• Ability to actively participate in process improvement initiatives/ad hoc projects.
• Ability to think with the company and think solution-oriented.
• Comfortable in a technical environment.
• Highly self-motivated to work in a fast-paced team environment; well-organised, meticulous.
• IT literate including competent Microsoft Office skills and knowledge of customer management software tools (advantageous).

HOW WE WORK

• No one works alone - the team supports each other with questions and problems.
• We exchange ideas in weekly team meetings.

WE OFFER YOU

• Permanent employment with a long term perspective;
• Competitive, performance-related remuneration;
• Company incentive scheme and other recognition schemes;
• Mobile phone with data and subscription;
• Meal vouchers, eco vouchers, PC200 annual premium;
• Collective pension plan & hospitalization insurance;
• 39h, five-day working week, with 20 legal holidays and 6 additional compensation days;
• Flexible working hours and possibility of remote working;
• Continuing education and training tailored to your needs;
• International & dynamic work environment, but locally a friendly and collaborative atmosphere.

IF WE WERE ABLE TO INSPIRE YOU WITH OUR OFFER - THEN SEND US YOUR APPLICATION!
GLORY SPIRITS
The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:
Value Creation - strive to create value for customers
Self-Starter - understand the objectives of your own work and are proactive in achieving goals
Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal
Integrity - understand Glory’s mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethics
Own Growth - leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.
Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.
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Third Party Agencies
Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.