Appliance Logistics Scheduler

Scheduler / Dispatcher

Job Description

Position Summary

The Scheduler/Dispatcher is responsible for coordinating and managing the scheduling, communication, routing, and daily invoicing of delivery and installation orders. This position serves as a key communication link between customers, sales, warehouse personnel, and field delivery and installation teams. The Scheduler/Dispatcher must be highly organized, detail-oriented, responsive, and able to effectively manage changing priorities while maintaining excellent customer service.

Essential Duties & Responsibilities

Scheduling & Customer Communication

• Schedule all delivery and installation orders through email, call checks, and direct phone conversations.
• Schedule pre-site visits for applicable orders.
• Contact customers promptly when delivery or installation schedules change and clearly communicate updated information.
• Accept and respond to customer calls regarding order scheduling and make scheduling adjustments as needed.
• Maintain professional and courteous communication with customers throughout the scheduling process.
• Communicate all changes in delivery or installation dates back to the appropriate sales team, even when the customer has already been contacted regarding the change.

Dispatch & Ticket Management

• Print tickets for the warehouse and clearly highlight important information, special instructions, and changes.
• Upload, organize, and route all tickets through DispatchTrack.
• Send appropriate customer and internal notifications through DispatchTrack.
• Communicate with delivery and installation personnel in the field to adjust routes and assignments as needed.
• Monitor field progress and assist with routing decisions throughout the day.
• Keep the Excel scheduling calendar current and accurate, reflecting all scheduled deliveries and installations.

Invoicing & Administrative Responsibilities

• Invoice all completed tickets daily.
• Ensure tickets are invoiced promptly and do not remain on hold unnecessarily.
• Maintain accurate scheduling and ticket records.
• Ensure changes, updates, and special instructions are documented and communicated to the appropriate departments.

Field & Department Communication

• Maintain consistent communication with delivery and installation teams in the field.
• Monitor and communicate information regarding product damage, delivery issues, or other concerns.
• Relay damage and field-related information to the appropriate sales personnel promptly.
• Communicate regularly with Shayne and Jade regarding field performance and scheduling.
• Notify Shayne and Jade when trucks or routes are falling behind schedule so that corrective action can be taken to minimize unnecessary overtime and keep operations running efficiently.
• Work closely with sales, warehouse, delivery, and installation teams to ensure a smooth and coordinated operation.

Qualifications & Skills

• Excellent organizational and time-management skills.
• Strong attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Ability to effectively communicate with customers, sales personnel, warehouse employees, and field teams.
• Ability to remain calm and professional when schedules change or unexpected issues arise.
• Strong problem-solving and decision-making abilities.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Excel and other computer-based scheduling systems.
• Ability to learn and effectively utilize DispatchTrack.
• Strong sense of urgency and follow-through.
• Customer-service oriented with a professional and positive attitude.

Key Performance Expectations

The Scheduler/Dispatcher is expected to maintain accurate schedules, communicate changes promptly, keep tickets and invoices current, and provide ongoing support to field teams. Success in this position requires proactive communication, attention to detail, and the ability to anticipate and resolve scheduling or operational issues before they negatively impact customers or the field team.

The overall goal of this position is to keep deliveries and installations organized, customers informed, field teams supported, and daily operations running efficiently while minimizing delays and unnecessary overtime.