Lead Customer Order Coordinator

SHAPING THE FUTURE THROUGH INNOVATION AND DISCOVERY!

With a history spanning more than seven decades, Communications & Power Industries’ thousands of products have impacted people’s lives in numerous unseen ways every day. Our highly engineered products serve as the backbone of modern-day commercial and military communications systems, assist in diagnosing medical conditions, empower scientific discoveries and space exploration, and much more.

CPI is headquartered in Plano, Texas and is a global manufacturer of electronic components and subsystems. We have manufacturing locations in the United States, Canada, Europe, and Asia. With a heritage of technological excellence, our team serves customers in the communications, defense, medical, industrial, and scientific markets.

YOUR DAY TO DAY:

We are looking for a Lead Customer Order Coordinator to join our Program Management Office. This is a senior working role responsible for the accurate and timely execution of customer equipment, spare parts, and service-related orders across the Amplifier and Generator product lines. The position oversees the complete post-order lifecycle for spare parts, repairs/RMAs, warranty and non-warranty repairs, evaluations, refurbishments, and field-service orders - from receipt of the customer purchase order through final shipment or return delivery while providing day-to-day guidance, training, and workflow support to the Order Management team.

As a working lead, this position directly supervises Customer Order Coordinators while personally supporting complex, high-priority, and escalated orders. The role combines strong order-management discipline with elements of program coordination, including cross-functional action management, customer communication, performance reporting, issue escalation, and continuous improvement.

YOU WILL BE ACCOUNTABLE FOR/TO:

Team Leadership & Workflow Coordination

• Provide functional leadership, day-to-day guidance, and support to Customer Coordinators while remaining actively involved in order execution.

• Coordinate work assignments, priorities, and coverage with the manager to ensure deadlines and customer commitments are supported.

• Act as the first point of escalation for order-entry questions, process gaps, competing priorities, and execution issues before elevation to the Program Manager or functional manager.

• Train and mentor new and existing team members on systems, procedures, customer requirements, and standard work while establishing consistent expectations for accuracy, responsiveness, and follow-through.

• Review team workflow and key order data for accuracy and follow-through, and promote clear, respectful communication across departments.

Order Management & Execution

• Own order execution for assigned complex, high-priority, or strategically important equipment, service and spares orders.

• Ensure ERP order entry is accurate, complete, and aligned with approved quotations, contracts, customer purchase orders, and applicable requirements.

• Manage orders, including revisions, administrative changes, and supporting records throughout the order lifecycle.

• Support returns, repairs, RMAs, and spares coordination by the assigned customer or order.

Schedule & Delivery Management

• Develop and maintain order or program schedules in Microsoft Project including milestones, dependencies, critical activities, and committed delivery dates.

• Monitor customer approvals, purchase-order receipt, billing readiness, and other dependencies that could affect order execution or delivery. Identify schedule risks and potential delays, coordinate recovery actions, and escalate issues early with clear owners and due dates.

• Prepare accurate order status, milestone, and delivery reports for Program Managers, internal reviews, Sales, and customers.

Customer & Cross-Functional Coordination

• Communicate directly with customers and Sales regarding order status, priorities, delivery dates, documentation, and execution issues within the role's authority.

• Coordinate with Engineering, Operations, Planning, Supply Chain, Quality, Finance, Contracts, and Export Compliance to resolve issues and meet customer requirements.

• Respond promptly to customer and internal inquiries, confirm ownership of open actions, and follow through to closure.

• Support customer complaints and service-related issues by coordinating the required internal response and ensuring actions are tracked.

Process Improvement & Governance

• Monitor backlog and ERP data integrity, identify recurring execution issues and sources of rework, and drive corrective actions. .

• Lead or support improvements to order entry, status reporting, order review, returns, and factory-flow processes.

• Maintain standard work templates, checklists, and reporting tools; monitor performance indicators and recurring issues.

• Perform order and documentation completeness checks and route contractual, technical, quality, or export compliance questions to the responsible specialist.

YOU ARE THE RIGHT PERSON FOR THIS JOB IF YOU HAVE:

• Post-secondary degree or diploma in Business, Engineering, Supply Chain, Operations Management, or a related field, or an equivalent combination of education and relevant experience.

• At least five years of experience in customer order management, program coordination, operations coordination, customer service, manufacturing support, or a related role.

• Demonstrated experience coordinating complex orders, schedules, and cross-functional activities in a manufacturing environment.

• Working experience with Microsoft Project, including task planning, dependencies, milestones, schedule updates, and progress reporting.

• Working experience with Microsoft Visio, including process maps, workflows, and responsibility or handoff diagrams.

• Strong proficiency with Microsoft Office and experience using JD Edwards ERP or other business systems for order entry and tracking.

• Strong written and verbal communication, organization, problem-solving, and follow-through, with the ability to manage competing priorities and escalate issues at the appropriate time.

• Ability to coach colleagues, support team priorities, and work effectively with a diverse customer base and cross-functional staff.

• Ability to meet all applicable Controlled Goods Program requirements.

• Experience in electronics manufacturing or another regulated industry such as aerospace, defense, medical, or communications is preferred.

• Experience with Power BI, advanced Excel reporting, shipping, export documentation, RMAs, or repairs is an asset.

• Technical knowledge of RF products, Satcom amplifiers, medical generators, or the applicable customer base is an asset.

WHO WE ARE:

We value the unique and diverse skills, qualities, and backgrounds that each employee brings to CPI, and we respect each employee as an integral member of our growing team. CPI is committed to providing equal employment opportunities for all current and prospective employees, as well as to promoting a culture of inclusion and respect for everyone. We celebrate the innovation that diversity creates in the work environment, and we recognize that each employee brings their own unique capabilities, experiences, and perspectives to the organization. It is this variety that adds value to our teams, as well as to our stakeholders. We welcome and encourage applicants to reach their full potential with us.

CPI is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability or other applicable legally protected characteristics.

WHAT WE OFFER:

Whether you are a seasoned professional or just embarking on your career, CPI is an ideal place to expand your knowledge and expertise. We cultivate a healthy, dynamic, and team-oriented environment that empowers our employees to develop, create and deliver innovative, reliable technology solutions to power, connect, protect, and support a better tomorrow.

We offer our employees an attractive compensation package with competitive salaries and comprehensive benefits, including health and wellness programs, career development, generous retirement savings plan with company match and more!

Position: Replacement role for an existing vacancy.
Salary: $60,000–$70,000 CAD annually, based on relevant experience and qualifications.

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