Operations Manager - Production & Customer Service

Qualifications & Skills

• 5+ years of manufacturing experience
• 3+ years in a supervisory or operations leadership role
• Experience managing labor, scheduling, and production
• Knowledge of safety and quality standards

Essential Duties & Responsibilities

• Production Scheduling & Capacity Planning
• Develop and maintain daily and weekly production schedules based on customer demand, furnace capacity, and operational constraints
• Balance workload across furnaces and shifts to maximize utilization and throughput
• Sequence jobs to optimize flow, minimize changeover time, and meet customer due dates
• Continuously adjust schedules based on downtime, priority changes, and capacity constraints
• Ensure all production orders are properly staged, prioritized, and aligned with execution
• Customer Service & Order Management
• Serve as the primary point of contact for customers regarding order status, lead times, and delivery commitments
• Manage incoming orders, order entry, and schedule confirmation
• Communicate proactively with customers regarding delays, issues, or expedited requests
• Cookordinate expedite requests while maintaining overall schedule integrity
• Partner with Sales and Plant Leadership on customer priorities and service levels
• Cross-Functional Coordination
• Coordinate daily with Production, Quality, and Maintenance to align schedules with operational realities
• Adjust schedules based on equipment downtime, quality holds, or material availability
• Ensure clear handoffs between departments to support flow from receipt through shipment
• Escalate risks to delivery commitments in a timely and structured manner
• Schedule Execution & Performance Management
• Maintain accuracy of order data, due dates, and routing steps within ERP/MRP systems
• Generate reports for production schedules, backlog, and delivery performance
• Support continuous improvement through datadriven scheduling decisions
• Ensure proper documentation and traceability of schedule changes
• Customer Experience & Issue Resolution
• Lead resolution of customer complaints related to delivery, communication, or service performance
• Ensure timely and professional responses to all customer inquiries
• Work with Quality and Operations to provide updates on claims, rework, or containment actions
• Maintain strong customer relationships through consistent communication and reliability
• Systems, Data Accuracy & Reporting
• Maintain accuracy of order data, due dates, and routing steps within ERP/MRP systems
• Generate reports for production schedules, backlog, and delivery performance
• Support continuous improvement through datadriven scheduling decisions
• Ensure proper documentation and traceability of schedule changes
• Compliance, Quality & Operating Standards
• Support adherence to CQI 9, ISO, and customerspecific requirements within scheduling and order management processes
• Ensure proper prioritization of jobs requiring special handling, certifications, or quality checks
• Maintain disciplined processes for order entry, job tracking, and shipment release

Work Environment & Physical Demands

• Exposure to industrial environments including heat, fumes, humidity, and noise
• Ability to sit and drive for extended periods
• Must be punctual, receptive to feedback, and able to follow company policies and procedures