Operations and Customer Service Coordinator

Operations And Customer Service Coordinator

The Operations & Customer Service Coordinator provides day-to-day administrative and operational support. This position helps keep customer orders, production information, documentation, scheduling, shipping, and routine office processes organized and moving. The role serves as a coordination point between customers, production, quality, purchasing, shipping, and management, while providing cross-trained coverage for essential administrative functions and reducing the routine administrative workload carried by operational leadership.

Essential Duties and Responsibilities

• Order Administration and Operations Coordination
• Process customer purchase orders and enter accurate sales orders, job information, and required documentation in the ERP system.
• Review incoming order information, specifications, paperwork, and requested delivery dates for completeness and accuracy.
• Support job routing, order priorities, production scheduling, and expediting based on direction from operational and technical personnel.
• Monitor production status, track overdue or at-risk jobs, and communicate schedule changes to the appropriate team members.
• Coordinate with production, quality, purchasing, shipping, logistics, and outside processors to keep work moving and information current.
• Prepare and maintain shipping paperwork, customer order records, inventory records, and operational tracking reports.
• Support turnkey projects, outside-processing purchase orders, and related scheduling and logistics activities.

Administrative Support and Cross-Training

• Maintain organized electronic records, reports, files, and administrative tracking tools.
• Process customer and vendor setup documentation and maintain accurate contact and account information.
• Support routine credit card processing, employee onboarding paperwork, payroll administration, and other recurring office tasks within assigned authority.
• Assist with purchasing documentation, inventory administration, invoice support, and coordination with accounting as needed.
• Develop cross-functional proficiency in essential office and order-processing responsibilities to provide dependable coverage during absences or workload peaks.
• Prepare operational and administrative reports for management and follow up on assigned action items.

Customer Service and Communication

• Serve as a day-to-day point of contact for routine customer questions regarding order status, delivery dates, shipments, and documentation.
• Follow up with internal departments to provide customers with accurate and timely production updates.
• Communicate schedule changes and potential delivery concerns promptly and professionally.
• Help resolve routine customer issues by coordinating with the appropriate internal team and escalating technical, pricing, quality, or strategic matters when needed.
• Maintain accurate records of customer communications and commitments in the ERP system or designated tracking tools.

Quoting Support

• Prepare quotations for review and approval using technical scope, routing sequence, labor assumptions, pricing, and lead-time information provided by authorized personnel.
• Enter approved quotation information accurately and issue completed quotations to customers.
• Maintain quotation records and follow up on open quotations as directed.
• Coordinate with operational and technical personnel when required information is incomplete or unclear.

Process Improvement

• Develop and maintain standard work instructions and administrative procedures.
• Support Lean, 5S, and continuous-improvement initiatives across office and operational workflows.
• Use available technology, automation, and AI tools to improve accuracy, responsiveness, and efficiency.
• Identify communication gaps, repetitive work, and administrative delays and recommend practical improvements.

Required Qualifications

• Associate degree preferred, or an equivalent combination of education and relevant work experience.
• Three or more years of experience in operations coordination, manufacturing administration, order processing, customer service, or a related role preferred.
• Experience with ERP or MRP systems preferred.
• Proficiency in Microsoft Outlook, Excel, and Word.
• Experience working in a manufacturing or industrial environment is preferred.

Knowledge, Skills, and Abilities

• Strong organizational, administrative, and professional communication skills.
• Working understanding of quotations, purchase orders, sales orders, production schedules, and shipping documentation.
• Ability to manage multiple priorities, follow through on commitments, and maintain accuracy under changing conditions.
• Strong