Customer Operations Coordinator

Make a Difference in YOUR Career!

Our vision is both simple and ambitious: to put our drinks on every table.

We are the leading global independent beverage solutions provider. We serve a broad range of national and international retailers as well as Global, National and Emerging (GNE) brands. Our products are distributed worldwide from our production sites in Europe, North America, and Australia. Although our own branding may not appear on the labels of the beverages we produce, there is a good chance you are reading this while sipping one of our drinks.

Our ambition is to continually improve and it’s what keeps us at the top of our game. We are solutions-based. We are innovative. We seek out new challenges and conquer them. This is our company ethos, but it’s our people’s too: Refresco is at the cutting edge of a fast-moving industry because we have passionate people pushing the boundaries of what’s best.

Stop and think: how would YOU put our drinks on every table?

Position Description

Reporting to the Plant Director, the Customer Operations Coordinator will serve as the on-site communications hub between the plant and external customers, brand owners, brokers, and corporate teams. This role ensures timely, accurate, professionally written updates regarding production status, quality events, line downtime, material issues, and recovery actions. The Customer Operations Coordinator transforms operational input from Production, Maintenance, Quality, and Engineering into clear, concise communications that protect customer trust, prevent escalation, and ensure transparency.

Essential Job Functions:

• Draft and distribute real-time updates regarding on line downtime, Leaks, mechanical failures, CIP issues, and delays to production schedules or order availability.
• Translate plant floor information into customer-ready language—accurate, concise, and free of operational jargon.
• Communicate root cause, containment actions, recovery timelines, and next steps with clarity and professionalism.
• Ensure sensitive information is shared appropriately and consistently, preventing confusion or misinterpretation.
• Gather information daily from Production, Maintenance, Quality, Batching, and Planning.
• Validate facts before communicating externally; ensure alignment with Plant Director, Ops Manager, and Quality.
• Notify key leaders immediately when customer-facing issues arise (e.g., leaks, failures, sterilization breakdowns, catastrophic events during CIP).
• Coordinate with Quality to ensure customer-facing statements match the approved process (e.g., passivation steps, verification requirements).
• Compile and distribute the Daily Plant Update summarizing of Cases produced, line status, causes of downtime, maintenance actions, quality issues, and material constraints.
• Ensure reports are fact-checked, formatted, and delivered on time every day.
• Serve as the plant’s first point of contact for customer questions and requests during business hours.
• Track customer inquiries, commitments, and follow-up actions.
• Escalate urgent concerns to the Plant Director and leadership immediately.
• Maintain professionalism during high-pressure events and unplanned outages.
• Maintain logs of customer communications, including timestamps, issue summaries, corrective actions, and recovery timelines.
• Ensure documentation is consistent with internal investigations (e.g., RCAs, DMRs, CAPAs).
• Assist in preparing customer decks, talking points, and summaries for major issues.
• Monitor schedule changes driven by downtime, material shortages, or repairs.
• Communicating ETA changes accurately.
• Confirm all information with Planning before releasing externally.
• Ensure during significant events confirm facts, draft external statements, align internal approval, and communicate timelines and expectations.
• Ensure messaging is consistent, risk-aware, and compliant with customer requirements.

Required Skills:

• Experience in high-speed food/beverage manufacturing preferred.
• Proficient in Excel, Word, SAP and Power Point.
• Strong project management skills, understanding continuous improvement and lean manufacturing.
• Strong team player able to work across multiple functions.
• Ability to analyze and solve problems, results oriented.
• Ability to work under deadline pressures.
• Excellent interpersonal and communication skills, verbal and written.
• Ability to translate technical/operational language into customer-friendly explanations.
• Strong situational awareness; understands when and how much information to share.

Competencies:

• Communication Skills – Strong verbal and written communication skills, collaborating with teams, and conveying complex information clearly.
• Technical Knowledge – Understanding of manufacturing processes, equipment, and systems to ensure relevant and effective training content.
• Leadership and Facilitation – Effective escalation and communication during unplanned downtime. Provide feedback from customers regarding professionalism and clarity.
• Collaboration – Strong teamwork skills to work with various departments (HR, Operations, Technical) and external partners (technical schools, grant agencies).
• Organizational Skills – Ability to manage multiple initiatives, track progress, and maintain detailed records.
• Problem-Solving – Ability to identify gaps, and develop solutions to improve employee competence and performance.
• Adaptability – Flexibility to adjust and approaches based on changing plant needs, technology, or regulatory requirements.
• Project Management – Plan, organize, and execute projects, ensuring they are completed within time and budget constraints.

Education and Experience:

• Undergraduate degree in a related field is preferred.
• 3–5 years in Customer Service, Operations Coordinator, Scheduling, or Quality Admin roles.
• Prior experience in manufacturing, food/beverage, or complex supply chain preferred.
• Experience drafting customer-facing communication is strongly preferred.

Working Conditions:

• Work Schedule: On-site due to need for real-time communications and floor visibility. Weekdays, weekends, afternoon, evenings, overnight and holidays may be required.
• Work Environment: Operating in a fast-paced production plant with numerous moving parts. Noise levels require hearing protection and temperatures can get very hot and/or relatively cold. The environment is structured and supervised, with clear production targets and schedules to meet.
• Expected to participate in daily standups or morning huddles as needed.
• Supports weekend coverage via group text or scheduled rotation during major issues.
• Works closely with Plant Director and Operations leadership to ensure consistent messaging.

Travel Requirements:

• Travel anticipated: Rarely

Physical Requirements:

R = Rarely (0-15%) O = Occasionally (16-45%) F = Frequently (46-100%)

Physical Demand

R

O

F

Stand or Sit

X

Stoop, kneel, crouch, or crawl

X

Lifting 50 lbs. (minimum lbs. lifted 5 lbs.)

X

Carry weight, lift

X

Walking

X

Driving

X

Climb (stairs/ladders) or balance

X

• Visual/Sensory – This position requires strong attention to detail, engaging one or more senses simultaneously.
• Mental Stress- There is pronounced pressure from deadlines, KPI attainment, accuracy or similar demands.

Other Duties:

• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

A Career with Refresco

Refresco Beverages US Inc. offers the following competitive pay and comprehensive benefits:  

• Medical/Dental/Vision Insurance   
• Health Savings Accounts and Flexible Spending Accounts 
• Life and AD&D Insurance, critical illness, hospital indemnity, and accident insurance
• Short-term disability and long-term disability  
• Pet Insurance 
• Legal Benefits 
• 401(k) Savings Plan with Company Match 
• 12 Paid Holidays
• Vacation Days and Paid Sick Time Off Days
• Well-being Benefit
• Discount and Total Reward Programs 

Join Refresco TODAY and enjoy a rewarding CAREER!  

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Employment agencies that have agreements with Refresco Beverages US, Inc., and have been engaged in a search shall submit a résumé to the designated Refresco recruiter or, upon authorization, submit a résumé to this career site to be eligible for placement fees. 

Refresco Beverages US Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law.