Senior Customer Support

Job Description

Job Description

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.

We're a national recruiting and staffing enterprise that blends the resources of the world's largest talent company with the local insights of our independent franchise owners. A pioneer in the staffing industry, we’ve been providing companies with the workforce solutions they need for over 80 years while helping people find jobs and build careers where they can thrive.

Company Description

We're a national recruiting and staffing enterprise that blends the resources of the world's largest talent company with the local insights of our independent franchise owners. A pioneer in the staffing industry, we’ve been providing companies with the workforce solutions they need for over 80 years while helping people find jobs and build careers where they can thrive.