Customer Service Representative

Job Description

Job Description

Job Title: Aftermarket Support Representative

Job Description

The Aftermarket Support Representative manages the full lifecycle of customer orders in a manufacturing environment, ensuring accurate order processing, timely delivery, and responsive support for aftermarket needs. This role serves as a key liaison between customers, global manufacturing plants, planners, and logistics teams to resolve order-related issues, support international shipments, and maintain high levels of customer satisfaction. The position requires strong attention to detail, proficiency with ERP and CRM systems, and the ability to follow complex procedures in a moderately fast-paced setting.

Responsibilities

• Support the full order lifecycle, including order entry, order changes, lead time communication, production status updates, shipping coordination, and invoicing.
• Communicate proactively with global manufacturing plants, planners, and logistics teams to resolve order-related issues and ensure on-time delivery.
• Handle moderately complex issues such as backorders, partial shipments, delivery delays, and product substitutions while maintaining clear communication with customers.
• Provide aftermarket support by coordinating returns, managing warranty claims, and processing RMAs in accordance with established procedures.
• Support international shipments by coordinating required documentation and following established export and trade compliance procedures.
• Accurately document customer interactions, transactions, and resolutions in ERP and CRM systems to maintain complete and up-to-date records.
• Escalate complex, high-risk, or urgent issues to team members or leadership as appropriate, ensuring timely resolution.
• Adhere to global customer service processes, policies, and service-level expectations to deliver consistent and reliable service.
• Contribute to continuous improvement efforts by identifying recurring issues, process gaps, and opportunities to enhance customer experience.
• Support customer accounts and respond to inquiries related to global orders, deliveries, pricing, and service issues in a professional and timely manner.

Essential Skills

• 2+ years of manufacturing support service experience.
• Experience working in a moderately fast-paced manufacturing environment.
• Proven client and customer engagement experience in a service-oriented role.
• Ability to follow complex standard operating procedures (SOPs) accurately and consistently.
• Proficiency in data entry and data management with strong attention to detail.
• Experience using ERP systems for order processing and documentation.
• Experience using CRM systems to record customer interactions and manage cases.
• Strong skills in Microsoft Office products, including Word, Excel, and Outlook.
• Demonstrated ability to handle warranty, returns, and RMA-related activities.
• Ability to coordinate shipments and support logistics-related tasks.

Additional Skills & Qualifications

• Preferred: 2+ years of SAP order entry experience.
• Experience supporting aftermarket operations, including returns and warranty claims.
• Familiarity with export and trade compliance procedures for international shipments.
• Strong written and verbal communication skills for working with global teams and customers.
• Ability to identify process gaps and contribute ideas for continuous improvement.

Work Environment

This role operates in a combined manufacturing and office setting, supporting both production and administrative activities. The position follows a Monday through Friday schedule from 8:00 a.m. to 4:30 p.m., with a 30-minute lunch break. The work involves frequent use of computers, ERP and CRM systems, and standard office productivity tools, as well as regular interaction with manufacturing and logistics personnel in a moderately fast-paced environmen

This is a Contract position based out of Dayton, OH.

The pay range for this position is $20.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Dayton,OH.

This position is anticipated to close on Jul 30, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on ziprecruiter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.