Customer Service Rep

Customer Service Representative

Assist customers with request for quote status, provide assistance to external and internal customers relating to past and/or planned shipments, pricings, schedules, and invoicing problems.

Responsibilities

• Responds to inbound calls from customers checking on status details of current and/or past orders. Responsible for documentation of customer account information on assigned customers. Document account details regarding P.O. requirements, shipments, packaging, price approvals, certification, delivery requirements, etc.

• Provide details to internal customers within the organization for Request for Quote, technical and engineering details on job scopes and special needs for a timely response to the customer.

• Communicate to the various internal departments on customer concerns, order status and key customer contacts, utilize ERP system and all available programs for order entry, reports, and inquiries that will provide customer details for answering customers inquiries or concerns

• Cultivate positive customer relationships, promptly addressing customer requests while balancing them with company resources.

• Be knowledgeable with shop practices and inventory requirements. Be familiar with customer part numbers.

• Coordinate rail action and expedite request across production departments, CS, SC, Planning and Scheduling.

• Interface daily with Planning to ensure jobs are planned and provide assistance as needed.

• Track all customer revision changes requiring quotes, cancellation charges, coordinating First Articles.

• Coordinate RFQ's, Long Term Pricing Agreements that are routed directly through Customer Service to Business Develop; Follow status and customer RFQ dates for contract negotiation,

• Act as a subject matter expert for customer contractual requirements, maintaining and updating milestone plans for customer requests.

• Act as the primary liaison between the company and customers, leading challenge request assessments and status meetings for start-up projects.

• Track and report daily activities, process purchase orders for calibration, and coordinate RMAs with QA Manager and customers. Coordinate customer late/early hits with Customer.

• Prepare weekly ship lists for min/max customers. Coordinate hot/ship shorts for customers.

• Partner with accounting to ensure proper costing of jobs

• Perform additional other duties as assigned.

Requirements

• High School Diploma or GED equivalent with 2+ years of experience in a customer service role in aerospace manufacturing

• Experience in a fast-paced manufacturing environment, familiarity with production processes.

• Excellent representation of the company with a high level of professionalism.

• Strong organizational skills, ability to multitask, and keen attention to detail

• Must be well-organized, be able to multi-task and have a high level of attention to detail.

• Must be able to work under pressure when dictated by customer needs.

• Capacity to work under pressure in response to customer demands

• Customer service-oriented mindset, aligned with the business goals

• Ability to handle confidential information with discretion and maintain utmost confidentiality.