Office & Production Coordinator

Job Description

Job Description

Coastal Windows & Exteriors is hiring an Office & Production Coordinator to run the Bedford, NH branch office and own post-sale customer communication through install. This is not a receptionist seat and it is not a call-center job. You are the homeowner’s primary contact after the contract is signed, the person who keeps the CRM honest, and the person who keeps the Bedford office operating so sales, production, and crews can move work forward and take care of our homeowners.

WHO WE ARE

Coastal is an award-winning exterior remodeling company serving 700+ towns across Massachusetts, New Hampshire, and Maine. We install energy-efficient windows and doors, James Hardie siding and vinyl siding, and GAF Master Elite roofing. Factory-trained crews. Industry-leading warranties. The standard is simple: quality workmanship every day, on every job, and customers who rave because we did what we said we would do.

WHAT YOU OWN

1. Production communication (the core of the old PA seat)

• Primary point of contact for Bedford homeowners from welcome call through post-install satisfaction.
• Hit every required comms point: Welcome Call, Post-Measure Update, Status Updates, Scheduling Confirmation, Pre-Install Check, Post-Install Satisfaction Call.
• Jobs under 60 days out: proactive call every two weeks. Jobs over 60 days out: proactive call every week. No exceptions. No “I thought they knew.”
• Log every call and email in the CRM with a timestamp. If it is not in the CRM, it did not happen.
• Hold the contract. Be professional and human — and do not give away terms, dates, or scope you do not own.
• Answer inbound production calls and emails, handle basic troubleshooting, and escalate real problems fast.
• Support the Production Coordinator on schedule changes, crew/material conflicts, and job-record setup in the CRM and CompanyCam.

2. Bedford office operations (the OM half of the seat)

• Open and close the Bedford office. Front desk coverage. Walk-ins, vendors, and homeowners get a live human who knows what is going on.
• Own the Bedford main line. Route sales, production, and vendor calls to the right person the first time.
• Receive deposits, scan and file job documents, and keep physical/digital job folders tight.
• Coordinate material receiving, warehouse check-in, and crew/vendor arrival so the floor is not chaos.
• Keep the branch supplied, presentable, and functional — office, devices, and basic facility issues.
• Capture walk-in and inbound interest cleanly and hand it to sales the same day. Do not let a lead die at the front desk.
• Support the Bedford GM with local admin: calendars, reports, timesheet collection, and follow-through. You are not HR policy. You are the person who makes the branch run.

WHAT WINNING LOOKS LIKE

• Zero silent jobs. Every active Bedford job is on the communication cadence.
• CRM and CompanyCam records are current before anyone has to ask.
• Homeowners know the next date and the next step without hunting for us.
• GuildQuality: 10 post-install reviews to unlock the $300 monthly bonus, then stack from there.
• Google reviews you personally earn: $40 each. Field managers own most installed reviews — you still hunt the ones that sit in your conversations.
• The Bedford office is covered, professional, and not a bottleneck for crews or sales.

WHO THIS IS FOR

• You have already run an office, a service desk, or a production/admin seat where dropped balls cost money.
• You can be warm on the phone and firm on the contract in the same conversation.
• You live in systems: CRM notes, schedules, checklists. Memory is not a system.
• You like a scoreboard. Reviews, response time, and clean files are how you keep score.
• You can work 8:00 AM start, Monday–Friday, on-site in Bedford. This is not remote.

WHO THIS IS NOT FOR

• People who want a title and a quiet desk.
• People who hide behind email when a phone call would close the loop.
• People who take the homeowner’s side against the contract to avoid an uncomfortable conversation.
• People who need constant direction. The daily SOP exists. Execute it.

PAY AND TOOLS

• Base salary: $60,000.
• Monthly bonus: $300 when you hit the GuildQuality floor (10 post-install reviews), with an uncapped kicker: +$25 per review from 11–15, +$50 per review after 15.
• Google reviews you personally secure: $40 each.
• Expected year-one cash if you do the job: about $66,000, with more available if you actually pull reviews.
• Company cell, laptop, and iPad.
• Benefits:  401K / PTO / Holidays

#INDHP