{"id":3614727,"url":"https://alion.io/job/henry-schein-customer-scheduler-despatcher","title":"Customer Scheduler -Despatcher","company":{"id":6211,"name":"Henry Schein","domain":"henryschein.com","url":"https://alion.io/company/henry-schein","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":77,"open_postings":46,"ghost_share":0,"stale_share":0.935,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cardiff, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Oracle ERP","optional":false}],"status":"live","first_seen_at":"2026-11-02T15:56:17Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-05T03:13:33Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Description\nOverview:\nJoining Henry Schein is a unique opportunity to work within an innovative company, we are the largest distributor of healthcare products and services to office-based practitioners in the combined North American and European Markets.\nCustomers include dental practices and laboratories, physician practices, as well as government and other institutions.\nDue to continued investment and growth, a fantastic opportunity has arisen for Customer Schedulers/Despatchers to join the Henry Schein Team.\nJob Responsibilities:\nA Customer Scheduler is critical to the Technical Service structure; you will manager up to 12 field-based engineers. The role involves routing multiple jobs per day, monitoring real time progress and re-scheduling to accommodate emergencies and overruns whilst ensuring optimum routing and engineer utilisation along with outstanding customer experience.\nResponsibilities will include but not be limited to:\nOptimise engineer diaries to achieve maximum utilisation whilst reducing travel times.\nCoordinate multiple jobs daily for each engineer, prioritising workload based on urgency, skills required, and part availability.\n Actively handle dynamic changes, rerouting technicians to emergency calls, handling customer reschedules and reassigning incomplete or failed jobs.\nMonitor engineer tracking, job progress, and any short-notice changes in availability.\n Proactively identify jobs that are at risk of missing target arrival times and mobilise alternative resources to prevent breaches.\nMaintain constant contact with engineers, update customers on estimated times of arrival (ETAs), and manage customer expectations for appointment changes.\nAccurately close out work orders, process documentation, track failed appointments, and schedule necessary return visits.\nJob Skills & ExperienceRequired:\nExperience: Proven track record in a fast-paced scheduling, planning, or dispatch environment.\nExperience: 1-3 years of experience in dispatching, field service coordination, or logistics is highly preferred\n Software Proficiency: Strong grasp of field service management software, ERP systems, or CRM systems (e.g., Salesforce, JDE , SAP).\nProblem Solving: Ability to remain calm under pressure, make split-second logistical decisions, and multi-task effectively.\nGeographical Knowledge: A solid understanding of UK geography, traffic patterns, and travel times to accurately plot daily routes.\nPerson Specification:\nWe believe the type of person best suited to this role will have strong previous experience in a despatcher scheduling role and will demonstrate the following personal skills and approach:\nCalm Under Pressure: Capability to manage high-pressure, fast-paced, and potentially stressful emergency situations.\nCustomer Service Oriented: A sympathetic, empathetic, and professional demeanour to assuage stressed or unhappy customers.\nIndependent and Adaptable: Self-motivated individuals who can adapt easily to changing schedules, cancellations.\nYou’ll be working a set shift pattern between 8am - 5:30pm Monday to Friday.\nHenry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. 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