Back Office - Service Dispatch & Case Management Specialist

Sutherland
Bogotá
Workplace: OnsiteFull timeFunction: Transportation & Fleet OperationsExperience: 1-2 yearsEducation: high_schoolSkills: ["Communication","Organizational skills","Documentation accuracy","Prioritization","Operational judgment"]

Coordinate the end-to-end dispatch and case management process for Lenovo service requests, including intake validation, warranty eligibility checks, work order and parts order processing, and shipping guide creation. Monitor open cases and escalations through resolution, manage mailbox request intake, ensure accurate documentation and system updates, and communicate status and confirmations with stakeholders while maintaining SLA compliance.

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FursaFursa
Sutherland
Sutherland
16 hours ago

Back Office - Service Dispatch & Case Management Specialist

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 4 days ago

Job Summary

Coordinate the end-to-end dispatch and case management process for Lenovo service requests, including intake validation, warranty eligibility checks, work order and parts order processing, and shipping guide creation. Monitor open cases and escalations through resolution, manage mailbox request intake, ensure accurate documentation and system updates, and communicate status and confirmations with stakeholders while maintaining SLA compliance.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Entry level

Key Responsibilities

  • •Receive, review, validate, and process service requests from operations teams, authorized service providers, and retail partners.
  • •Monitor assigned mailboxes and manage request intake, assignment, response, and completion.
  • •Create and manage service cases, Work Orders, parts orders, and shipping guides in approved systems.
  • •Track and monitor open customer cases, CRU Work Orders, backlog items, and service escalations through resolution and closure.
  • •Maintain compliance through accurate documentation, audit-ready records, and proactive escalation management based on SLA risk and customer impact.

Pay and Benefits

Perks:Health InsuranceLife InsurancePaid LeavePaid TrainingMeal AllowanceTravel AllowanceReferral Program

Key Requirements

  • •High school diploma or equivalent required.
  • •Minimum 1–2 years of experience in case management, service operations, dispatch coordination, or customer service operations.
  • •Experience managing service requests, cases, Work Orders, dispatch activities, escalation workflows, or administrative processes.
  • •Strong understanding of service operations, case management, dispatch coordination, escalation management, and workload prioritization.
  • •Proficiency with CRM/case management/ticketing/dispatch/logistics or order management systems; Microsoft Outlook and Excel required.
Experience:1-2 yearsCase managementService operationsDispatch coordinationCustomer service operationsLogistics
Education:High School
Skills:CommunicationOrganizational skillsDocumentation accuracyPrioritizationOperational judgment
Languages:SpanishEnglish
Tech Stack:CRMTicketingCase managementDispatch systemsLogistics systemsOrder management systemsMicrosoft OutlookMicrosoft ExcelMailbox management

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
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