Case Logistics Coordinator

Role Overview

California Dental Arts is seeking a highly organized, service-minded Case Logistics Coordinator to serve as the connective tissue between our doctors, customer support team, and production floor.

This role supports the daily flow of cases — ensuring work is scheduled accurately, customer calls are handled with care, and every case moves through the lab on time and without surprises. You will combine customer service excellence with operational coordination, acting as both a frontline support resource and an internal traffic controller for production.

If you love solving problems, keeping teams aligned, and creating calm out of complexity, this role is for you. This role reports to the Lab Operations Manager.

Case Scheduling & Planning

• Schedule incoming cases based on due dates, complexity, and department capacity
• Ensure cases are scheduled correctly based on product, material, shade, etc
• Balance daily production workload across teams (design, model, print, finishing, etc.)
• Identify bottlenecks and proactively adjust schedules to prevent delays
• Coordinate rush and high-priority cases

Customer Support & Communication

• Answer inbound doctor/customer calls and emails with professionalism and urgency
• Build SOP for primary call reasons / issues to support consistent process compliance with the broader team (and across lab locations)
• Provide real-time case status updates and resolve questions or issues
• Serve as the primary liaison between customers and internal teams; adjust work orders as needed based on needs of customer and lab practices
• Escalate complex issues and follow through to resolution

Case Tracking & On-Time Delivery

• Monitor cases throughout the full production lifecycle
• Track SLAs and due dates to ensure on-time completion
• Proactively flag risks and coordinate solutions with production leads
• Maintain visibility dashboards or trackers for daily performance

Work Order & System Accuracy

• Update work orders with notes, instructions, and status changes
• Ensure case details, materials, and specifications are accurate and complete
• Maintain clean, reliable data in lab management systems
• Support process improvements and documentation updates

What Success Looks Like

• Cases are scheduled accurately before getting put into production
• Cases flow smoothly with minimal delays or fire drills
• Doctors receive fast, helpful, and friendly support
• Production teams have clear priorities and accurate information
• On-time delivery and customer satisfaction metrics improve
• Fewer escalations due to proactive tracking and communication

Qualifications

• 5+ years experience in operations coordination, customer support, or production scheduling
• Experience in healthcare, dental lab, manufacturing, or fast-paced service environments preferred
• Dispatching or scheduling experience
• Strong phone/email communication skills
• Great understanding of process best practices and building and training teams on SOPs
• Lean/continuous improvement mindset
• Familiarity with SLA tracking or service metrics
• Experience using CRM, ticketing, or production management systems
• Proficient in Google Workspace or Microsoft Office

Bilingual (Spanish) a plus

Pay: From $20.00 per hour

Work Location: In person