Customer Scheduler -Despatcher

Henry Schein Dental (UK); Cardiff; On-site; GBP 26,000 - 36,000; Full time

Job summary

Henry Schein, Inc. is seeking a Customer Scheduler/Despatcher to join our field service team. You will manage up to 12 engineers, route daily jobs, monitor progress and re-schedule as needed to meet customer commitments.

You will coordinate workload by urgency, skills and part availability, communicate ETA changes to customers, and ensure accurate closure of work orders. A background in dispatch or logistics and UK geography knowledge are essential.

Qualifications

• Fast-paced scheduling, planning or dispatch experience.
• 1–3 years in dispatching, field service coordination or logistics.
• Proficiency with field service management software, ERP or CRM (Salesforce/JDE/SAP).
• Ability to stay calm under pressure and multi-task.
• Solid knowledge of UK geography, traffic patterns and travel times.

Responsibilities

• Route and schedule up to 12 field engineers with optimal utilization.
• Coordinate daily jobs based on urgency, skills, and part availability.
• Handle dynamic changes and reassign visits to prevent breaches.
• Monitor engineer progress and update ETAs to customers.
• Close out work orders and process documentation.
• Track failed appointments and schedule return visits.

Skills

Scheduling

Dispatch

Logistics

CRM systems

Problem solving

UK geography

Tools

Salesforce

JDE

SAP

Job description

Job Description Overview: Joining 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. Customers include dental practices and laboratories, physician practices, as well as government and other institutions. Due to continued investment and growth, a fantastic opportunity has arisen for Customer Schedulers/Despatchers to join the Henry Schein Team.

Job Responsibilities

A 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.

• Optimise engineer diaries to achieve maximum utilisation whilst reducing travel times.
• Coordinate multiple jobs daily for each engineer, prioritising workload based on urgency, skills required, and part availability.
• Actively handle dynamic changes, rerouting technicians to emergency calls, handling customer reschedules and reassigning incomplete or failed jobs.
• Monitor engineer tracking, job progress, and any short-notice changes in availability.
• Proactively identify jobs that are at risk of missing target arrival times and mobilise alternative resources to prevent breaches.
• Maintain constant contact with engineers, update customers on estimated times of arrival (ETAs), and manage customer expectations for appointment changes.
• Accurately close out work orders, process documentation, track failed appointments, and schedule necessary return visits.

Job Skills & Experience Required

• Experience: Proven track record in a fast-paced scheduling, planning, or dispatch environment.
• Experience: 1–3 years of experience in dispatching, field service coordination, or logistics is highly preferred.
• Software Proficiency: Strong grasp of field service management software, ERP systems, or CRM systems (e.g., Salesforce, JDE , SAP).
• Problem Solving: Ability to remain calm under pressure, make split-second logistical decisions, and multi-task effectively.
• Geographical Knowledge: A solid understanding of UK geography, traffic patterns, and travel times to accurately plot daily routes.

Person Specification

• Calm Under Pressure: Capability to manage high-pressure, fast-paced, and potentially stressful emergency situations.
• Customer Service Oriented: A sympathetic, empathetic, and professional demeanour to assuage stressed or unhappy customers.
• Independent and Adaptable: Self-motivated individuals who can adapt easily to changing schedules, cancellations.

You’ll be working a set shift pattern between 8am – 5:30pm Monday to Friday.

Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.

Over 90 years ago Henry Schein borrowed $500 to start a corner pharmacy in Queens, New York, nearly 30 miles from Melville, New York, where our corporate headquarters resides today. In the depths of the Great Depression, Henry and his wife Esther made a bold bet on their future all while living their values of helping health happen and caring for their team and the community they served. Their belief paid off far beyond what Henry and Esther might have dared to imagine in 1932. Henry Schein is now a Fortune 500 Company powered by a network of people and technology to be the world’s leading provider of health care products, services and solutions to office-based dental and medical practitioners. Since our founding we have stayed true to Henry and Esther’s values which has allowed us to evolve, expand, and grow our Company. Now serving more than 1 million customers in 33 countries and territories, the Company's network of trusted advisors provides more than 1 million customers globally with more than 300 valued solutions that help improve operational success and clinical outcomes.

We invite you to join approximately 25,000 Team Schein Members, who are critical to our success and are at the core of our Team Schein Values as our founders would have wanted. We live those values by ensuring that our culture focuses on the wellness of our team, which we accomplish by providing a safe space for individuals to develop and contribute authentically, with opportunities to give back to society and the communities where we live and work.

No matter the role you are seeking, we encourage you to come be a part of a team that makes the world a healthier place.

Henry Schein embraces diversity and is committed to providing equal opportunity to employees and applicants.

If you are unable or limited in your ability to complete the application process, including the use or access of www.henryschein.com/careers, as a result of a physical or mental impairment, you can request reasonable accommodations. Please e-mail the appropriate email address below with the type of accommodation you are requesting. Please include your first and last name, phone number, position for which you are interested in applying and geographic location in your request.

• US Candidates: [e-mail]
• UK and Ireland Candidates: [e-mail]
• Australia and New Zealand Candidates: [e-mail]
• Malaysia Candidates: [e-mail]
• Italy Candidates: [e-mail]

It is important to us to offer different types of work arrangements.

Work Arrangements

• Work From Home: Work is performed directly from the TSM's home office.
• Hybrid: Time is scheduled between working from a TSM home office and at a company facility, as required.
• Onsite: Work is performed exclusively at a company facility.
• Field: Position requires traveling to different locations within a specific geographic territory, as assigned.