Operations Coordinator

Who We Are & Why This Role Matters:

Copia Resources CA, Inc. isn’t just another company. We are building an empire in the environmental services industry. If you’re looking for a cushy 9-to-5 where you can coast, this isn’t for you. We move fast, we solve problems, and we don’t settle for “good enough.”

We’re looking for an Operations Coordinator who will serve as the day-to-day owner of the client experience. From the moment a request or concern is received through final resolution, this person will coordinate the necessary internal action, communicate proactively with the client, document all commitments, and confirm that every issue has been fully resolved. You’ll be the connection between our clients, Customer Service team, field teams, and internal departments, ensuring everyone stays aligned, informed, and accountable.

If you’re proactive, solution-oriented, and focused on delivering an exceptional client experience, this position is a perfect fit.

What You’ll Do:

Customer Service Operations & Client Support

• Take ownership of client requests, concerns, and service issues from initial contact through final resolution, ensuring nothing is delayed, overlooked, or left incomplete.
• Coordinate the necessary action across Customer Service, Field Operations, Sales, Accounting, BPO representatives, haulers, vendors, and other internal or external partners.
• Serve as a consistent point of contact for clients by setting clear expectations and providing proactive updates throughout the resolution process.
• Track commitments, deadlines, responsible parties, and next steps to ensure all internal and external follow-up is completed accurately and on time.
• Confirm that the requested work has been completed, verify that the client’s concern has been addressed, and close the communication loop with everyone involved.
• Document client communications, decisions, commitments, and resolutions accurately in Salesforce.
• Identify unresolved issues, service failures, communication gaps, and at-risk client relationships and escalate them promptly to the Customer Service Manager.
• Support client onboarding, service changes, and other client-facing activities by coordinating requirements across departments.

Customer Service Team Support & Performance Monitoring

• Serve as the primary support resource for BPO customer service representatives by providing guidance on processes, customer inquiries, escalation handling, and operational challenges.
• Help maintain consistency across the customer service team by supporting training, reviewing workflows, and identifying opportunities to improve team performance.
• Review customer interactions and Salesforce cases to ensure quality, accuracy, documentation, and adherence to company standards.
• Monitor key performance indicators, including response times, case quality, communication standards, and overall team effectiveness.
• Provide performance insights, trends, and recommendations to the Operations Manager during regular check-ins.
• Support training initiatives, process updates, and continuous improvement efforts within the customer service team.

Field Operations Support & Communication

• Maintain consistent communication with Route Supervisors, Area Managers, and field teams to support daily operational needs.
• Serve as a primary point of contact for field-related questions, service challenges, scheduling concerns, and communication needs.
• Coordinate communication between Customer Service and Field Operations to ensure timely issue resolution and operational alignment.
• Identify recurring field-related challenges and partner with Operations leadership to develop solutions that improve service consistency.
• Escalate significant operational concerns, safety issues, service risks, and recurring challenges to the Operations Manager.
• Support efforts to improve communication, collaboration, and information sharing between office teams and field operations.
• Location: San Ramon, CA (This is NOT a remote position).
• Work Schedule: 7:00 AM to 4:00 PM, Monday through Friday.

What We’re Looking For:

• 2+ years of experience in customer service, operations, logistics, or a related field.
• Experience working in a fast-paced environment requiring strong organization, prioritization, and problem-solving skills.
• Strong written and verbal communication skills with the ability to communicate effectively with customers, field teams, and internal departments.
• Ability to manage difficult conversations with professionalism, empathy, and confidence.
• Strong attention to detail with the ability to manage multiple priorities simultaneously.
• Comfortable taking ownership of issues and driving them through resolution.
• Experience using Salesforce or similar CRM platforms preferred.
• Experience supporting remote teams, BPO teams, or customer service teams preferred.
• Environmental services, waste, logistics, transportation, or field operations experience preferred.
• Travel Requirement: Regular local and regional travel to client sites and company locations is required, with occasional out-of-state or international travel as needed.
• Must have a valid driver’s license, reliable transportation, and the ability to travel as required.

Compensation & Benefits:

• Compensation: $75,000 per year.
• 401(k) with company match
• Medical, dental, vision insurance
• Paid time off

Why You’ll Love Working Here:

• You’ll lead a high-performing team that’s redefining service excellence in the waste management industry.
• You’ll be challenged daily — to think bigger, move faster, and make things better.
• You’ll be part of a company that’s growing rapidly, creating room for you to grow your career with us.
• You’ll have real impact — every process you improve and every person you develop contributes directly to our success.

Pay: $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Education:

• Associate (Required)

Experience:

• Operations: 2 years (Preferred)

Ability to Commute:

• San Ramon, CA 94583 (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: In person