Customer Service - Scheduling Coordinator

Description

Purpose: 

The Scheduling Coordinator is responsible for coordinating and optimizing daily and weekly delivery schedules to ensure efficient operations, maximize asset utilization, and maintain superior customer satisfaction. This role serves as the primary liaison between customers and internal teams—dispatch, sales, plant operations, and leadership—to ensure seamless order fulfillment and timely communication.

Essential Functions:

• Perform all job duties in accordance with company safety, environmental, and operational policies without exception.
• Contribute to a positive team-oriented culture while upholding the company’s values.
• Execute and optimize daily and weekly delivery schedules to maximize asset utilization and meet business KPIs.
• Conduct daily check-in calls with high-volume customers to understand business needs, provide updates, and strengthen relationships.
• Provide scheduling expertise and support to ensure efficient coordination across teams.
• Monitor customer orders and delivery progress; communicate changes proactively to maintain high service levels.
• Serve as the primary point of contact for customer inquiries, resolving issues promptly via phone or email.
• Build and maintain strong customer relationships by delivering reliable, responsive service.
• Collaborate with internal teams—dispatch, sales, plant operations, and customer service—to ensure seamless order fulfillment.
• Identify and escalate process gaps or red flags in scheduling, delivery, or service to ensure smooth customer experience.
• Use scheduling and order tracking systems to manage delivery timelines, truck availability, and real-time adjustments for delays.
• Lead the Customer Service team in resolving challenges that impact delivery timeliness or product quality.
• Support forecasting efforts by aligning delivery schedules with anticipated order volumes and production capacity.
• Manage and strengthen customer relationships through effective communication and responsive service.
• Collaborate with internal teams including account managers, operations, local leadership, and delivery personnel to coordinate and optimize scheduling activities.
• Operate effectively in a demanding environment with a strong focus on initiative-taking, timely problem-solving.
• Ensure scheduling processes align with customer needs and business objectives.
• Support continuous improvement efforts related to service delivery and customer satisfaction.
• Performs other duties as assigned.

Requirements

Minimum Requirements:

• High school diploma or equivalent required; associate or bachelor’s degree in business, logistics, or a related field preferred.
• Minimum of 3–5 years of experience in scheduling, dispatching, logistics coordination, or customer service within a fast-paced operational environment.
• Strong understanding of delivery scheduling principles, asset utilization, and route optimization.
• Excellent organizational and time-management skills with the ability to manage multiple priorities under tight deadlines.
• Exceptional communication and interpersonal skills with the ability to build and maintain strong customer relationships.
• Proficient in using scheduling, dispatch, and order management systems; working knowledge of Microsoft Office Suite (Excel, Outlook, Word).
• Ability to analyze data and use sound judgment to make quick, informed decisions that support business goals and customer satisfaction.
• Demonstrated problem-solving skills and the ability to remain calm and effective in high-pressure situations.
• Proactive mindset with strong attention to detail and follow-through.
• Willing to work overtime, varying shifts, and some Saturdays.

Physical Demands:

• Requires frequent standing, walking, and sitting.
• You must occasionally lift or move objects up to fifty pounds.
• Requires ability to operate tools, machinery, or computer systems effectively.
• While performing the duties of this job, the employee is regularly required to talk and listen, to communicate with employees/visitors.