Dispatch Operations Agent

About the Role

Crane Payment Innovations (CPI) is a global leader in payment technology, powering over 4 billion transactions weekly across 143 currencies. With a presence in various industries, from retail to entertainment, CPI is seeking a full-time Service Contract Specialist to join their team. This role is crucial in supporting sales regions and branches, ensuring a seamless service contract experience for customers.

Responsibilities

• Make high-volume service contract calls to customers for agreement conversions and upgrades.
• Accurately interpret and process data into the ERP system, maintaining quality and productivity standards.
• Research and assist branch personnel and Key Account Managers with service contract requests.
• Review service agreements to ensure correct zones, volumes, and preventive maintenance (PMs) are represented.
• Act as the single point of contact for service contract requests, supporting sales teams and branches.
• Handle customer calls, order placement, and general inquiries related to service contracts.
• Execute orders, credits, returns, and respond to customer emails.
• Work independently and collaboratively to meet and exceed department KPIs and metrics.

Requirements

• Bachelor’s degree preferred, but customer contact experience is also considered.
• Excellent PC skills, including proficiency in Salesforce.com and Microsoft applications.
• Strong drive to provide world-class service and high energy level for multifaceted projects.
• Exceptional influencing, analytical, and problem-solving skills, with the ability to multi-task in a fast-paced environment.
• Ability to establish credibility, make decisive decisions, and align with organizational priorities.
• Results-oriented and people-focused, with sound judgment and teamwork skills.
• Excellent verbal and written communication skills, with the ability to simplify complex issues.
• Strong attention to detail and proofreading skills.
• Proficiency in keyboarding, Excel, Word, Outlook, and internet search engines.
• Ability to handle problems with multiple variables in standardized situations.
• Personable, approachable, and adaptable to changes in technology and processes.
• Physical ability to perform repetitive tasks, sit or stand for extended periods, and occasionally lift up to 25 pounds.

Qualifications

• Experience in customer service or a related field.
• Familiarity with ERP systems and data processing.
• Strong organizational and time management skills.

Skills

• Communication: Verbal and written communication, active listening, and presentation skills.
• Problem-Solving: Analytical thinking, decision-making, and issue resolution.
• Technical: Proficiency in Salesforce.com, Microsoft Office, and ERP systems.
• Interpersonal: Teamwork, collaboration, and relationship-building.

About CPI and Crane NXT

CPI, headquartered in Malvern, PA, is part of Crane NXT, a premier industrial technology company. Crane NXT specializes in secure, detection, and authentication technologies, with a global presence and approximately 4,000 employees. CPI is committed to diversity and equal opportunity, ensuring a supportive and inclusive work environment.