Customer Service Representative

This is a senior-level individual contributor position with no direct reports. The Senior Customer Support professional will take ownership of customer orders, account activity, delivery commitments, invoicing, escalations, and day-to-day communication while partnering closely with Production, Planning, Purchasing, Quality, Engineering, Shipping, and Sales.

The ideal candidate will have previous customer service or account management experience within a contract manufacturing, precision manufacturing, sheet metal, machining, electronics, semiconductor, or similar manufacturing environment.

Key Responsibilities

· Serve as the primary customer service contact for assigned customer accounts.

· Manage customer orders from initial receipt through production, shipment, and delivery.

· Review customer purchase orders for accuracy, including pricing, quantities, part numbers, revisions, delivery dates, and special requirements.

· Prepare, review, and process customer invoices, and assist with resolving billing or invoicing discrepancies.

· Enter and maintain sales orders and customer information within the ERP/MRP system.

· Monitor open orders, production status, and delivery commitments.

· Provide customers with accurate updates regarding order status, lead times, schedules, shipments, and potential delays.

· Coordinate closely with Production Planning, Purchasing, Quality, Engineering, Shipping, and other departments to support customer requirements.

· Proactively identify potential scheduling, material, production, or delivery issues and communicate them appropriately.

· Handle escalated customer issues and coordinate internal resources to reach timely resolutions.

· Manage customer requests for expedites, order changes, reschedules, cancellations, returns, and other account requirements.

· Review customer forecasts and changing demand requirements and communicate relevant information internally.

· Maintain accurate customer records, order notes, correspondence, and supporting documentation.

· Support customer portals and customer-specific reporting requirements.

· Build and maintain strong relationships with customers while developing a thorough understanding of their products, programs, and expectations.

· Assist with resolving discrepancies involving pricing, quantities, shipments, documentation, or delivery.

· Work closely with internal teams to improve communication, customer satisfaction, and on-time delivery performance.

· Serve as a senior resource within the customer support function while maintaining direct ownership of assigned customer accounts.

Qualifications

· 5+ years of customer service, account management, order management, or related experience.

· Previous experience within a manufacturing environment strongly preferred.

· Contract manufacturing, precision sheet metal, machining, semiconductor, electronics, or similar manufacturing experience highly desirable.

· Strong understanding of manufacturing workflows, production schedules, lead times, materials, and delivery requirements.

· Experience processing and managing customer purchase orders.

· Previous invoicing experience, including invoice preparation, review, processing, and discrepancy resolution.

· Experience working with ERP or MRP systems.

· Strong Microsoft Excel and Outlook skills.

· Excellent written and verbal communication skills.

· Strong organizational skills with the ability to manage multiple accounts, priorities, and deadlines.

· Strong problem-solving skills and the ability to resolve customer issues professionally.

· High attention to detail and accuracy.

· Ability to communicate effectively with customers as well as Production, Planning, Quality, Engineering, Purchasing, and Shipping teams.

· Ability to work independently and take ownership of customer issues from start to resolution.

Preferred Qualifications

· Previous experience with a contract manufacturer.

· Experience supporting OEM customers.

· Experience within precision sheet metal fabrication or related manufacturing.

· Knowledge of purchase orders, forecasts, work orders, production schedules, RMAs, and customer portals.

· Experience supporting complex or high-value customer accounts.

· Bilingual in English and Spanish is a plus.