Refresco · 9 hours ago
Customer Operations Coordinator
Waco, TX
Full-time
Hybrid
Mid Level
3+ years expRefresco is a leading global independent beverage solutions provider, aiming to put their drinks on every table. The Customer Operations Coordinator will act as the communication hub between the plant and external customers, ensuring clear and timely updates regarding production and operational status.
Consumer GoodsFood and BeverageFood Processing
Responsibilities
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
Qualification
Required
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
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
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
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
Company
Refresco
Refresco is a global independent beverage solutions provider offering a wide range of products and packaging options.
10001+ employees
H1B Sponsorship
Refresco has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (9)
2023 (18)
2022 (10)
2021 (6)
2020 (7)
Funding
Current Stage
Public CompanyTotal Funding
$432.76M2024-07-29Debt Financing· $432.76M
2022-02-22Acquired
2015-03-27IPO
Leadership Team
Vincent Delozière
Chief Commercial Officer / ExCom member
Recent News
2026-01-17
valorinternational
2025-10-12
Company data provided by crunchbase