Customer Service Scheduler- Hearth & Home

Customer Service Scheduler- Hearth & Home

This role supports the Hearth division by managing customer orders, installation scheduling, and warranty tracking. The position involves serving as the primary point of contact for fireplace installation coordination while delivering excellent customer service. The ideal candidate will maintain accurate documentation, address inquiries promptly, and build strong working relationships with customers, vendors, and internal teams.

Key responsibilities may include :

• Process, purchase, and manage incoming customer orders.
• Assist Sales Associates by placing orders and preparing presentation packages.
• Manage warranty administration and tracking for Hearth and Garage Door products.
• Contact vendors to obtain pricing, lead times, and order updates.
• Respond to customer inquiries and resolve issues in a timely, professional manner.
• Run reports and log data entries as needed.

Order entry and scheduling responsibilities include :

Input purchase orders and customer orders into the system accurately.

Schedule fireplace installations and service appointments.

Communicate with builders, installers, and sales teams to ensure seamless scheduling and coordination.

Track and administer product warranties and service follow-ups.

Additional responsibilities may include :

Participate in team meetings and training sessions to stay updated on internal best practices and industry trends.

Cultivate strong relationships with customers to support repeat business and referrals.

Perform additional tasks and special projects as assigned to meet business needs.

Knowledge & skills required :

Strong verbal and written communication skills, especially over the phone.

Excellent time management, organizational, and problem-solving abilities.

High attention to detail and accuracy in all administrative tasks.

Ability to work independently with minimal supervision.

Comfortable collaborating across departments in a fast-paced environment.

Quick to learn new technologies, products, and systems.

Skilled in managing customer expectations and building positive relationships.

Experience required :

Minimum 1 year of experience in scheduling and coordination, preferably in a construction or building materials environment.

At least 1 year of customer service experience, with a proven ability to resolve customer concerns effectively.

Education / certification :

High School Diploma or GED required.

People management :

None

Physical requirements / work environment :

Ability to sit, stand, walk, or drive for extended periods throughout the workday.

Occasional bending, reaching, or stair climbing in showroom, warehouse, or jobsite settings.

Work is primarily performed in a combination of office, showroom, and warehouse environments.

Regular use of computers, tablets, phones, and other standard office equipment.

Williams Distributing Co. and Shoemaker Inc., part of Daikin Comfort Technologies North America, Inc., a leading wholesale distributor in Michigan, Ohio, and Indiana, specializing in HVAC equipment and residential products like Kitchen and Bath, Hearth, and Garage Doors. Our mission is to enhance living environments through quality products and services while working closely with dealers, builders, contractors, designers, and architects.

Qualified applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion, national origin, citizenship, disability, physical or mental disability, medical condition, genetic information, marital status, sex, pregnancy, age, sexual orientation, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.