Customer Operations Coordinator (COC)

Wesgar Inc.•Port Coquitlam, BC

About The Position

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.

Requirements

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
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

Responsibilities

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)
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)
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