Customer Operations Coordinator – Juneau, WI
Customer Operations Coordinator (Flex)
Summary
The Customer Operations Coordinator (Flex) is the utility player on our client’s Customer Operations team. This person learns every seat on the team, keeps customer orders moving when someone is out, and takes on production scheduling and process improvement so the team runs more smoothly every day.
This is an individual contributor role. It reports to the Operations Manager alongside our Customer Service Coordinator, Logistics Coordinator and Customer Experience Coordinator. Internally we call it our “Flex” role: you'll be cross-trained to cover each of those positions during vacations, absences and busy periods, and you'll learn our production scheduling, which the Operations Manager handles solo today. We want a hands-on doer with sharp attention to detail, especially around scheduling, who puts quality first and isn't afraid to ask why long-standing processes work the way they do. The focus is on getting the basics right, every order, every time, and helping build solid, dependable processes the team can run consistently.
Responsibilities:
Team coverage
- Cross-train on every role on the Customer Operations team: customer service, logistics and customer experience.
- Step in to cover vacations, absences and peak volume so orders, shipments and customer communication never stop.
- Stay current on each role's processes so coverage is seamless for customers and teammates.
- Build and maintain the production schedule with the Operations Manager, starting as backup and growing into day-to-day ownership.
- Balance customer due dates, raw material availability, capacity and changeovers so every date promised to a customer is accurate and kept.
- Coordinate with the Logistics Coordinator so production and shipment dates line up.
- Communicate schedule changes promptly to the team and production, and flag any impact on customer dates early.
- Review long-standing processes (order entry, scheduling, work orders, complaints, returns) with fresh eyes and recommend practical updates.
- Help put approved changes in place with the team while keeping what already works well.
- Document the team's core processes and build cross-training materials so they are clear, repeatable and easy to train on.
- Track recurring errors and issues, and bring them to the Operations Manager with suggested fixes.
- Enter, confirm and follow orders through to shipment, making sure order specs, quantities, labels, documentation and ship dates are right the first time.
- Answer customer questions and keep customers informed about order status, delays and changes.
- Create and prep work orders so production has accurate, on-time information.
- Support the customer complaint process: log issues, gather information for Quality and follow up with customers.
- Keep customer records in the CRM accurate and up to date.
- Work closely with Production, Quality, Purchasing and the technical team to keep information flowing and surface problems early.
- Escalate issues to the Operations Manager with clear facts and recommended next steps.
Experience:
- Bachelor's degree preferred, or equivalent work experience.
- 3–5 years in customer service, order management, logistics, scheduling or a similar operations role, ideally in manufacturing.
- Production scheduling or planning experience strongly preferred.
- Experience working in an ERP system (NetSuite a plus) and strong Excel skills.
- Flexibility: comfortable switching between roles and priorities during the day, and enjoys being the person the team can count on.
- Attention to detail: exceptionally precise, especially with schedules, ship dates and order specs; catches errors before customers do.
- Quality focus: treats every order and every customer contact as a reflection of our client’s quality standards.
- Process improvement mindset: brings a fresh perspective, comfortably questions “the way it’s always been done,” spots inefficiencies, recommends improvements and follows through until the new process sticks.
- A doer: hands-on and practical; jumps in wherever the team needs help.
- Team player: gives and asks for honest feedback and builds trust with teammates across functions.
- Clear communicator: writes and speaks clearly with customers, teammates and production.
- Nice to have: a background in feed, agriculture, food or specialty manufacturing.