Customer Operations Coordinator (COC)

Port Coquitlam, BC, Canada
Full Time
Sales
Experienced

Wesgar Inc. is seeking a Customer Operations Coordinator (COC) to act as the central point of contact for all customer-facing schedule, status, and delivery communications.

This role sits at the intersection of Production, Scheduling, and Customer Service, translating operational reality into clear, credible updates for customers. The COC plays a critical role in improving delivery reliability, reducing internal interruptions, and driving a more structured and proactive communication approach.

Act as the single point of contact for customers on all schedule, status, and delivery communications. Translate production reality into clear, credible updates. Shield Scheduling and Production from interruptions, standardize expedite handling, and improve reliability of delivery commitments.
Reports To: Director of Sales
Works With (Daily): Scheduling, Production Supervisors/Leads, QA, Purchasing, CSR Team, Shipping/Logistics
 
How to be success in 90 days:
  • Response SLA in place (e.g., <4 business hours for status inquiries; same-day for risk alerts)
  • A single, accurate “truth board” for delivery commitments maintained and trusted internally
  • Expediting routed through a standard priority protocol, with visible trade-offs
  • Noticeable drop in internal interruptions to Scheduling
  • Customers and CSRs using the COC as the default route for schedule questions
Core responsibilties:
1) Customer Facing : 
  • Serve as the single point of contact for schedule/delivery/status questions
  • Proactively communicate risks, constraints, and new delivery commitments (with rationale)
  • Provide standardized updates (cadence-based) for top customers or at-risk orders
  • Triage and manage expedite requests using agreed rules (capacity, WIP caps, customer priority)
 2) Internal Operations:
  • Attend daily production/scheduling huddles; pull real-time constraints and ETA changes
  • Maintain and publish the “truth board” for all externally-visible delivery dates
  • Coordinate with Purchasing on material constraints; with QA on holds/MRB; with Shipping on dispatch
  • Escalate systemic issues (recurring shortages, overloaded cells, recurrent NCR blocks)
 3) Process and Data Discipline
  • Implement response-time SLAs and an inquiry log (volume, type, customer)
  • Track and report: promised vs. actual delivery (variance, root causes), expedite frequency, change count per order
  • Build/update SOPs & templates for customer updates; train CSRs on the new routing
  • Support post-mortems on late orders; feed corrective info to Scheduling/Estimating
 4) Key Performacne Indicators (KPIs)
  • Response Time SLA: ≥90% customer inquiries answered within 4 business hours
  • Promise Integrity: ≥95% adherence to externally committed dates (or rolling improvement target)
  • Interruption Reduction: ≥50% reduction in ad hoc schedule queries hitting Scheduling directly (baseline first 30 days)
  • Expedite Control: ≤X% of total order lines expedited (or downward trend month-over-month)
  • Right-First-Update: ≤5% of updates require correction/rollback
  • Customer Signal: CSAT for communications ≥4.3/5 (top customers quarterly)
 
Qualifications: (Must Have)
  • 3–5 years in operations coordination, production control, or customer-facing operations in manufacturing (HMLV or job-shop ideal)
  • Proven ability to manage high-volume communications calmly and accurately
  • Strong judgment on making/withholding commitments; escalation discipline
  • Solid grasp of scheduling constraints (capacity, materials, queue time, QA holds)
  • Excellent written and verbal communication; able to summarize constraints simply
  • Intermediate Excel/Sheets (pivots, filters), ERP/MES familiarity
Traits:
  • Calm under pressure; dependable follow-through
  • Systems thinker; resists ad hoc commitments that degrade reliability
  • Fact-teller with professional tone (non-defensive, non-evasive)
  • Organized; bias for visibility and standard work
 Working Cadence
  • Daily: Production huddle; update truth board; triage inbox; outbound risk notices
  • Weekly: Top-customer roll-up report (promises vs actuals; risks; expedites)
  • Monthly: KPI review; root cause themes; SOP tune-up with Ops leadership
Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Human Check*