2. Key Responsibilities

• Act as the main communication point for all customers on order status, delivery expectations, complaints and returns.

• Track all open customer orders from order receipt through production, dispatch and delivery.

• Follow up with production, planning, sales and dispatch until clear answers are available for customers.

• Coordinate complaints and returns, ensure investigation is completed, obtain approvals and communicate the conclusion to the customer and Sales Manager.

• Maintain accurate order tracking records and customer communication history in the agreed systems.

• Identify delayed or at-risk orders early and escalate issues before the customer has to chase.

3. Daily Operating Rhythm

• By 3:00 pm daily, production provides status updates for all production orders.

• The Coordinator reviews order status, checks dispatch readiness and confirms any delays or risks.

• Customers are updated proactively with clear information on what is coming, expected timing and any changes.

• Unresolved issues are escalated to the Sales & Dispatch Vice Captain with clear facts, not vague updates.

• Complaint progress is tracked until approval, closure and final customer communication are completed.

Customer response time Respond quickly with clear, accurate updates

Daily order update completion All relevant customers updated after the daily production status review

Complaint closure time Track complaints until approval, resolution and feedback are complete

Order tracking accuracy Maintain reliable order status records across systems

Escalation quality Escalate risks early with facts, owner and required decision

Why It Matters:

i) Customer Response time - Customers should not have to chase repeatedly