Production Planner/Master Scheduler 2

Acara Solutions, Inc.; Phoenix (AZ); Hybrid; USD 32,000 - 41,000; Full time

Job summary

Acara Solutions in Phoenix, AZ, is seeking a contract-based, hybrid worker to balance production scheduling with exceptional customer service. You will plan production, coordinate material availability, and be the primary contact for customers to ensure on-time fulfillment and quality service.

You will also handle order flow in ERP, respond to urgent requests, manage returns, and maintain accurate records. The role emphasizes cross-team collaboration and real-time problem solving in a fast-paced

Qualifications

• 2+ years in customer service, order management, or supply chain.
• 1+ year using SAP or similar ERP for order management.
• 1+ year in call center or customer-facing roles with high-volume inquiries.
• Experience in high-urgency environments (machine-down or critical supply).
• Strong analytical and Excel data-tracking abilities.

Responsibilities

• Plan, schedule, and monitor production activities across the full manufacturing cycle.
• Coordinate material availability and master schedules to meet production needs.
• Respond to urgent customer requests, including machine-down scenarios, within SLAs.
• Manage order flow using ERP systems and provide timely delivery updates.
• Interact with customers via phone, email, chat to resolve inquiries.
• Process returns (RMA), exchanges, service requests, with accurate documentation.
• Track and report status of orders, returns, repairs and delivery schedules.
• Monitor spares orders and support machine-down scenarios with rapid response times.
• Collaborate with internal teams to expedite shipments and resolve delays.
• Maintain and update databases for inventory, returns, and customer accounts.
• Reconcile consignment payments and invoices using Excel.
• Investigate root causes of service issues and implement corrective actions.

Skills

Customer service

Order management

Supply chain

ERP systems

Excel

Tools

SAP

Job description

Location: Phoenix, AZ

Employment Type: Contract

Compensation: $25.89/ hour

About the Opportunity:

Join a dynamic operations team where you'll balance production scheduling with customer service excellence. In this hybrid role, you'll manage material planning, coordinate production schedules, and serve as a key point of contact for customers-ensuring timely fulfillment and high-quality service.

What You’ll Do:

• Plan, schedule, and monitor production activities across the full manufacturing cycle
• Coordinate material availability and manage master schedules to meet production requirements
• Respond to urgent customer requests, including machine-down scenarios, within required SLAs
• Manage order flow using ERP systems and ensure timely delivery updates

Customer Service Responsibilities:

• Interact with customers via phone, email, chat, and other platforms to resolve pre- and post-sales inquiries
• Process returns (RMA), exchanges, and service requests, maintaining accurate documentation
• Track and report status of orders, returns, repairs, and delivery schedules
• Monitor spares orders and support machine-down scenarios with rapid response times (under 2 hours)
• Collaborate with internal teams to expedite shipments and resolve delays
• Maintain and update databases for inventory, returns, and customer accounts
• Reconcile consignment payments and invoices using Excel
• Investigate root causes of service issues and implement corrective actions

Why You’ll Love Working Here:

• Hybrid-flex role with exposure to both operations and customer-facing functions
• Opportunity to collaborate across supply chain, engineering, and customer teams
• Fast-paced environment with real-time problem-solving and impactful decisions
• Develop both technical scheduling and customer relationship management skills

Why This Opportunity is Exciting:

This role blends production planning with customer engagement, giving you the opportunity to directly influence both operational efficiency and customer satisfaction.

About Acara Solutions

Acara is a premier recruiting and workforce solutions provider-we help companies compete for talent. With a legacy of experience in various industries worldwide, we partner with clients, listen to their needs, and customize visionary talent solutions that drive desired business outcomes. We leverage decades of experience to deliver contingent staffing, direct placement, executive search, and workforce services worldwide.

Customer Service Responsibilities:

• Interact with customers via phone, email, chat, and other platforms to resolve pre- and post-sales inquiries
• Process returns (RMA), exchanges, and service requests, maintaining accurate documentation
• Track and report status of orders, returns, repairs, and delivery schedules
• Monitor spares orders and support machine-down scenarios with rapid response times (under 2 hours)
• Collaborate with internal teams to expedite shipments and resolve delays
• Maintain and update databases for inventory, returns, and customer accounts
• Reconcile consignment payments and invoices using Excel
• Investigate root causes of service issues and implement corrective actions

Job Requirements

What You’ll Bring:

• 2+ years of experience in customer service, order management, or supply chain operations
• 1+ year of experience using SAP or similar ERP systems for order management
• 1+ year of experience in call center or customer-facing roles handling high-volume inquiries

What Sets You Apart:

• Experience working in high-urgency environments (machine-down or critical supply scenarios)
• Proven ability to meet service-level agreements (SLA) for response and resolution times
• Strong problem-solving skills with ability to identify root causes and implement solutions
• Advanced Excel skills for data tracking, reconciliation, and reporting
• Ability to multitask, prioritize, and communicate effectively in fast-paced environments

Additional Information:

• Hybrid role with required schedule structure:
  • Required to work Friday-Monday and all company holidays
  • First 60-90 days: Onsite Saturday-Monday with CSR team; Fridays remote
  • After 90 days: Transition to Escalations team with onsite requirement on Tuesdays
  • Shift change after 90 days to Tuesday-Saturday, 7:00 AM-4:00 PM PST
• Upon offer of employment, the individual will be subject to a background check
• Overtime may be required based on business needs
• Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.

After you apply, you may receive a call or message from our AI Talent Scout about this role or other opportunities that match your skills and preferences. AI agent role is to help speed up your hiring process by answering questions, confirming basic information, and identifying whether there's a mutual fit.

The call or chat may be recorded so that our recruiting team can review it - they make all final hiring decisions, while AI agent simply helps move you forward faster. The best part? They are available 24/7, so you can connect whenever it's convenient for you.

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.