Title: Customer Operations Coordinator
Department: Operations
Direct Supervisor: Operation Manager
Position Summary: The Customer Operations Coordinator is responsible for managing the day-to-day customer order process from receipt of a purchase order through release for shipment. The position serves as the primary point of contact for routine customer order communication and coordinates closely with all departments to ensure orders are entered accurately, customer requirements are understood, commitments are communicated, and issues are identified and resolved promptly.
This position is intended to strengthen our operational depth by establishing dedicated ownership of customer order processing and communication while providing cross-trained support for logistics and administration duties.
Order Process & Customer Service Responsibilities:
· Receive and enter customer purchase orders into the company order system.
· Review purchase orders for customer information, product codes, quantities, pricing, shipping requirements and requested delivery dates.
· Identify missing, conflicting or unusual information before orders are released. Generate and distribute customer order acknowledgements.
· Confirm standard lead times and expected shipping dates.
· Monitor open orders and coordinate with departments to ensure customer requirements and expected shipping dates are met.
· Create and maintain customer sales orders and production work orders in QuickBooks.
· Maintain accurate open-order records and customer order documentation.
· Process approved order changes, cancellations and delivery-date revisions.
· Ensure special customer requirements and instructions are clearly documented and communicated internally.
· Escalate non-standard pricing, commercial terms, technical questions or unusual customer requirements to the appropriate Sales or Management representative.
· Understand customer pricing, ordering, lead-time, rush-order, and policies.
Logistics Responsibilities:
· Assist with routine courier shipments (UPS/FedEx) and provide backup shipping support as required.
· Communicate shipment and tracking information to customers.
· Provide the Logistics Coordinator with complete customer shipping requirements.
· Confirm customer delivery requirements, contacts and special instructions.
· Assist with routine shipment tracking and customer follow-up.
· Become cross-trained on basic logistics activities to provide backup coverage when required.
Administration Responsibilities:
· Maintain accurate customer contact, shipping and order information.
· Maintain customer-specific ordering requirements and instructions.
· Assist with customer account setup and required documentation.
· Provide supporting order documentation to Accounting and other departments as required.
· Assist the Remote Operations Coordinator with customer returns and credits by providing order history and supporting documentation.
· Assist with standard customer quotations and pricing information when required and authorized.
· Maintain organized electronic records relating to customer orders and communications.
Cross Training:
· Develop working knowledge of our complete order-to-delivery process.
· Crosstrain in logistics, invoicing, quotations, customer returns and other operational functions.
· Provide backup coverage for designated Logistics Coordinator and Remote Operations Coordinator responsibilities during vacations, absences and peak workload periods.
· Document customer-specific requirements and order-processing procedures.
· Assist with developing and maintaining SOPs for customer service and order management.
Performance Evaluation Criteria (KPIs):
· Process customer orders accurately and promptly.
· Provide order acknowledgements within the same business day whenever practical.
· Maintain accurate and current open-order tracking and customer records.
· Proactively communicate delays, schedule changes, backorders, and other order issues.
· Coordinate effectively with Production, Logistics, Warehouse, Sales, and Accounting.
· Resolve routine customer and order issues and escalate exceptions appropriately.
· Maintain professional, clear, and consistent customer communication.
· Demonstrate ownership, follow-through, sound judgment, and reliability.
· Develop sufficient cross-training and operational knowledge to provide effective backup coverage.
· Contribute to process improvement, SOP development, and operational continuity.
Performance Evaluation Schedule:
Annual review
Weekly meetings when required
Qualifications:
· Experience in customer service, order management, administration preferred.
· Strong customer-service and communication skills.
· Excellent written, email and telephone communication.
· Strong organizational skills and attention to detail.
· Ability to manage multiple customer orders and priorities simultaneously.
· Strong Microsoft Office skills.
· Experience with QuickBooks, ERP or order-management systems preferred.
· Ability to work effectively with customers and multiple internal departments.
· Ability and willingness to learn products, customers and business processes.
· Strong problem-solving skills and ability to work with limited supervision.
Compensation:
Hourly: Paid biweekly
Family health benefits
Vacation 2 weeks (10 days) paid vacation, provided at the start of each year.
RRSP company match up to $250 per month.
Discretionary company performance-based bonus.
This position includes a 3-month probationary period before receiving health and RRSP benefits.
Company travel that falls on a holiday (stat-holiday/weekend) will be reimbursed with time.
Business mileage with personal vehicle reimbursed at CAD .70 cents per km.
Work Schedule:
Permanent full time, 7:30am to 4:00pm Monday to Friday at Normac Adhesive 1350 Heine Court in Burlington, ON. Any overtime must be approved in advance and will be compensated in accordance with the Ontario Employment Standards Act.
lls
