Customer Service Dispatcher

Ready to shape the future of fun? 

At Vortex, we have been bringing communities, businesses, and families together with innovative aquatic structures since 1995. We are proud to have created custom installations spanning 50 countries and 5 continents Vortex creates precious memories for thousands of families around the world every day. 

If you want an exciting career in an environment that values innovation and collaboration, we'd love to hear from you. We welcome all applicants and are committed to diversity, equity and ensuring everyone is empowered to succeed.

The Customer Service Dispatcher supports the Sales and Service Operations teams by coordinating service requests, preparing quotes and orders, responding to customer inquiries, and maintaining accurate CRM data. This role is essential to ensuring efficient service delivery and high customer satisfaction.

Duties and responsibilities

• Prepare accurate and timely customer quotes based on information provided by technicians and internal teams.
• Issue and manage quotes through Microsoft Dynamics, ensuring proper documentation and follow-up.
• Validate item numbers, pricing, and product details to ensure quote and order accuracy.
• Follow up with customers to obtain any missing information required to process orders efficiently.
• Create and process customer orders in compliance with internal procedures.
• Answer incoming customer service calls, assess priority, and route to the appropriate technician.
• Open and manage service cases in the CRM system, ensuring all relevant customer and asset information is recorded.
• Respond promptly to customer email inquiries.
• Maintain and update customer, order, and service data within CRM systems to ensure accuracy and integrity.
• Collaborate with Sales, Operations, Technicians, and Finance to support timely order fulfillment and issue resolution.
• Identify opportunities to improve processes and perform other related administrative duties as required.

Qualifications

• Previous experience in a customer service, order processing, or administrative support role.
• Strong computer skills, including proficiency with Microsoft Office and business systems.
• Experience working in a technical, service, or operations-driven environment is considered an asset.
• Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills in both English and French. (Intermediate level of English is required).
• Strong customer service orientation with a professional, solution-focused approach.
• Ability to work independently while also collaborating effectively within a team environment.
• Strong time management and follow-up skills to ensure deadlines and service standards are met.
• Comfortable working with CRM systems and order management platforms (experience with Microsoft Dynamics is an asset).

Proficiency in English is required for this role as approximately 40% of the responsibilities involve regular communication with stakeholders based in the United States and Europe

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