Service and Dispatch Coordinator

Company Description

Hawaiian Cool Water is a locally owned and operated company founded on the belief that drinking water should be clean and produced in an environmentally responsible way. Drawing on expertise in bio-medical and electrical engineering, the founder developed the proprietary Hi2O filtration system in 2011, which purifies water just before it is dispensed. This approach eliminates the need for plastic jugs and bottles, reducing waste while delivering high-quality purified water. Today, businesses and organizations across many industries in Hawaii use Hawaiian Cool Water’s systems and share in the positive environmental impact of this solution. The team is committed to providing reliable service and sustainable water purification to clients across the state.

Job Summary

The Service & Dispatch Coordinator supports Hawaiian Cool Water’s Service Department and reports directly to the Service Manager. The position serves as a primary point of contact for customers requesting service, scheduling assistance, and coffee orders.

The position coordinates technician scheduling and dispatch, daily service schedules, preventive maintenance, and coffee deliveries. Responsibilities include maintaining accurate customer and work order information in Salesforce, communicating updates to customers and technicians, and ensuring service requests are appropriately documented, prioritized, and routed for follow up.

The coordinator independently handles routine scheduling and dispatch activities within established departmental guidelines, escalating significant scheduling conflicts, service concerns, and matters requiring management decisions to the Service Manager. This position directs technicians’ daily work assignments but does not supervise technicians; technical, performance, attendance, and conduct matters are referred to the Service Manager.

Key Responsibilities

• Receive customer service calls, emails, and requests and document necessary information.
• Create and maintain daily service schedules, preventive maintenance schedules, and coffee deliveries in Salesforce.
• Assign and sequence daily service work and routes for field technicians based on priority, location, skill set, and availability.
• Triage same-day and emergency service requests and adjust the schedule to accommodate urgent work.
• Monitor technician progress throughout the day and adjust schedules for delays, cancellations, and work that cannot be completed.
• Coordinate schedule changes and communicate updates with customers and the Service team.
• Create, update, and maintain service work orders and customer records in Salesforce, including contact information, notes, activities, and service documentation.
• Follow up with customers regarding scheduling, service and coffee needs, and other assigned requests.
• Contact assigned coffee customers to obtain recurring product orders and complete related order documentation.
• Communicate technician availability, schedule conflicts, delays, and service issues to the appropriate team members.
• Maintain organized and accurate administrative records.
• Assist with other administrative and operational duties as assigned.

Qualifications

• 1–2 years of experience in dispatch, scheduling, customer service, or a related role; field service experience preferred.
• Excellent written, verbal, and telephone communication skills.
• Strong attention to detail, organization, accuracy, and deadlines.
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
• Ability to work independently and make appropriate day-to-day decisions.
• Proficiency with Google Workspace applications; experience with Salesforce or another CRM preferred; and ability to learn new software systems.
• Working knowledge of O‘ahu roadways, geography, traffic patterns, and place names.
• Professional and service-minded when working with customers, vendors, and coworkers.

Equal Opportunity Employer

Hawaiian Cool Water is an equal opportunity employer and considers all qualified applicants without regard to any status protected by federal or Hawai‘i law.