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Job Description
Job Title:
Production Scheduler/Customer Service Location:
Based at our
Coldwater, MI Position Summary:
The Production Scheduler / Customer Service Manager is responsible for translating customer demand into an executable production plan while serving as the primary interface between the customer and the Coldwater facility. This role ensures that production schedules are accurate, capacity-aligned, and consistently executed to meet delivery commitments. It also drives clear, proactive communication with customers regarding order status, lead times, and potential disruptions. Success in this role requires strong coordination across Production, Quality, and Maintenance to ensure on-time delivery, high furnace utilization, and a disciplined, customer-focused operation. This position directly supports operational goals related to throughput, schedule adherence, and customer satisfaction. ________________________________________
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:
1. 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 2. 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 Coordinate expedite requests while maintaining overall schedule integrity Partner with Sales and Plant Leadership on customer priorities and service levels ________________________________________ 3. 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 ________________________________________ 4. Schedule Execution & Performance Management Monitor schedule adherence, ontime delivery, and backlog levels Identify root causes of missed shipments or schedule disruptions and drive corrective actions Track key performance indicators including: o OnTime Delivery (OTD) Schedule Adherence o Furnace Utilization Expedite Frequency Support operating cadence reviews with accurate production and backlog data ________________________________________ 5. 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 ________________________________________ 6. 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 ________________________________________ 7. 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.
