Dispatch & Scheduling Supervisor

About Quench

Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Quench bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement. Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan. Headquartered in King of Prussia, PA, Quench has more than 1,200 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit www.quenchwater.com

About Culligan

Founded by Emmett Culligan in 1936, Culligan is a world leader in delivering superior water solutions that will make a real difference in improving the health and wellness of consumers. The company offers some of the most technologically advanced, state-of-the-art water filtration and treatment products. These products include water softeners, drinking water systems, whole-house systems and solutions for businesses. Culligan's network of franchise dealers is the largest in the world, with over 900 dealers in 90 countries. Many of Culligan dealers have valuable equity in their local communities as multigenerational family owners of their franchises. For more information visit www.culligan.com.

Values:

• Culligan as One
• Customers come first
• Commitment to Innovation
• Courage to do what's right
• Consistently deliver exceptional results

About the Role

As the Scheduling Manager, you will be responsible for leading and managing a team of schedulers within the organization. This role ensures the efficient and effective scheduling of field service technicians to meet customer demands, optimize resource utilization, and maintain high levels of customer satisfaction. The ideal candidate will possess strong leadership, organizational, and analytical skills to drive continuous improvement in the scheduling process and manage a team of scheduling coordinators effectively.

Key Responsibilities

• Oversee and manage daily dispatch & scheduling operations, ensuring all tasks are scheduled and completed on time.
• Coordinate with department heads to understand staffing needs and ensure timely delivery of service to customers.
• Plan optimal routes for efficiency in service calls, installations and deliveries.
• Drive service revenue through billable work orders and targeted email campaigns.
• Supervise the dispatch & scheduling team, ensuring proper task allocation based on capacity, skills and geographical areas.
• Provide training, conduct performance reviews, and support team members.
• Act as the primary contact for customer complaints and escalated service requests, ensuring concerns are promptly and efficiently addressed.
• Communicate with customers about delivery schedules, service interruptions, or changes.
• Monitor and evaluate key performance indicators (KPIs) for dispatch & scheduling.
• Evaluate team performance and identify areas for improvement.
• Identify gaps and work with the Field Service Management team to implement solutions for improved efficiency.
• Conduct regular audits for scheduling accuracy and forecast future needs.
• Manage coordination of installations, equipment revenue, and delivery schedules.
• Utilize scheduling software to monitor, analyze, and report on scheduling metrics.

Qualifications

• Bachelor’s degree in Operations management or equivalent experience.
• 4+ years of experience in scheduling, customer service or operations, with at least 2 years in a supervisory or management role.

Skills

• Strong organizational and time management skills.
• Proficiency in Microsoft Office Suite.
• Excellent leadership, communication, and problem-solving skills.
• Ability to analyze data and make data-driven decisions.
• Proactive with excellent planning capabilities.
• Ability to work under pressure and manage multiple tasks simultaneously.

Additional Information

• Applicants must be legally authorized to work permanently in the country of posting.
• Final candidate must successfully complete a criminal background check.