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About the Role

The Plant Service Coordinator supports manufacturing operations by acting as a key liaison between the remote customer care team and on-site operations leadership. This role focuses on coordinating order management activities, analyzing delivery performance, and ensuring accurate, timely information flow across Customer Service, Supply Chain, and other business functions. The coordinator helps drive continuous improvement in delivery performance and demand management while maintaining a strong customer-first mindset within a manufacturing environment.

Responsibilities

Serve as the primary plant support coordinator and liaison between the remote customer care team and on-site operations leadership for the East Aurora site.
Manage product delivery information activities for designated plants and products, ensuring accurate and timely updates for internal stakeholders.
Support planners by reviewing and validating original delivery requests from Customer Service, helping to align customer expectations with operational capabilities.
Provide escalation support for Customer Service personnel on product delivery information issues, ensuring swift resolution and clear communication.
Analyze delivery request data and order files to identify trends, issues, and opportunities related to delivery performance.
Assist with PK/RK analysis and related improvements, contributing to enhanced delivery performance metrics.
Evaluate causes of detractors to delivery performance metrics and recommend corrective actions to improve service levels.
Identify continuous opportunities for improvement and actively participate in plant and business improvement initiatives, including 80/20 and other continuous improvement activities.
Collaborate with the Commercial Team and Supply Chain to support the demand management process for assigned plants and products.
Track demand for top customers, including monitoring open orders, blanket orders, and open quotes, to ensure alignment with production and delivery capabilities.
Analyze sales history for top customers to monitor future demand and support proactive planning and decision-making.
Track all open order activity and open quotations for key customers, ensuring data accuracy and visibility for stakeholders.
Coordinate order management activities across Customer Service, Supply Chain, Distribution, Finance, Sales, and Marketing to ensure smooth end-to-end order processing.
Act as the order management contact for all functions on matters such as demand filtering, order holds, and other order management requirements.
Support the monthly order pull-in process to help the business achieve sales commitments and optimize revenue.
Provide feedback to Customer Service management on CSR order entry and processing errors, helping to address issues through training and development.
Manage open order reports for assigned products, including monitoring past-due sales orders and identifying order fulfillment opportunities.
Identify and resolve issues related to open orders and delivery performance, ensuring timely and accurate fulfillment.
Act as a Customer Service subject matter expert in plant improvement and continuous improvement initiatives, sharing insights from order management and customer service perspectives.

Requirements

Manufacturing experience within a production or operations environment.
Customer Service experience with a strong customer-first mentality, particularly in a manufacturing context.
Ability to understand and prioritize customer service requirements even when the role does not involve direct customer interaction.
Proficiency in Microsoft Excel, including vlookup, pivot tables, and reporting tools for data analysis and performance tracking.
Comfort navigating ERP systems to view, interpret, and use operational and order data to support communication between teams.
Familiarity with Oracle ERP systems, with specific experience considered a strong advantage.
Strong organizational skills with the ability to manage multiple orders, reports, and stakeholders simultaneously.
High attention to detail in reviewing delivery data, order files, and performance metrics.
Effective communication skills for coordinating between Customer Service, Supply Chain, Distribution, Finance, Sales, Marketing, and operations leadership.
At least 1 year of experience in a relevant role such as manufacturing support, customer service coordination, or operations coordination.
Experience in a coordinator-style role supporting cross-functional teams in a manufacturing or operations environment.
Prior planning experience or exposure to production planning processes.
Knowledge of key account metrics and how they relate to demand management and delivery performance.
Experience working in a manufacturing environment with exposure to continuous improvement initiatives.
Ability to interpret sales history and demand data to support forecasting and planning.
Comfort working with performance metrics and contributing to improvement initiatives such as 80/20.
Strong problem-solving skills with the ability to identify root causes of delivery issues and propose practical solutions.

Skills

Microsoft Excel
vlookup
pivot tables
reporting tools
ERP systems
Oracle ERP
organizational skills
attention to detail
communication skills
problem-solving skills

Location

East Aurora, NY

Work Type

Onsite
Contract

Experience Level

At least 1 year of experience

Salary/Compensations

$22.00 - $28.00/hr

Benefits

Medical
dental & vision
Critical Illness
Accident
Hospital
401(k) Retirement Plan
Pre-tax and Roth post-tax contributions
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)

About the Company

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe.
Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies.
We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence.
With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500.
We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

Equal Opportunity

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.