Customer Service Specialist

Customer Service Specialist

Acutronic is looking for a Customer Service Specialist who is responsible for managing customer interactions, facilitating order entry, and ensuring clear communication between customers and internal teams. This role plays a critical part in delivering positive customer experience by resolving inquiries, coordinating internally on customer needs, and ensuring accurate documentation of customer interactions.

Your Roles/Responsibilities:

• Respond to customer inquiries via phone, email, or other communication channels, providing accurate information regarding products, orders, policies, and services
• Investigate and resolve customer complaints, service concerns, and order-related issues while maintaining a professional and positive customer experience
• Assist customers with order placement, order status inquiries, account updates, and related service requests
• Maintain detailed records of customer interactions in CRM or ticketing systems, ensuring all customer inquiries and issues are tracked and followed through to resolution
• Coordinate with internal teams, including operations, logistics, engineering, and finance, to resolve customer issues and ensure the timely delivery of products and services
• Provide customers with guidance on products, services, processes, and troubleshooting basic issues when appropriate
• Identify recurring customer concerns and communicate insights to leadership to support improvements in products, processes, and customer experience

Your Profile/Qualifications/Skills:

• High school diploma or GED required
• Associate or Bachelor's degree in Business Administration, Communications, Marketing, or a related field preferred
• Equivalent professional experience may be considered in lieu of formal education
• At least one year of customer service or customer support experience in a professional environment required
• Experience in manufacturing or technical product environments is a plus
• Customer Service Certification (HDI or similar) or Certified Customer Experience Professional (CCXP) a plus

We Offer:

• Employer-paid medical, dental, and vision insurance
• 401k match
• Company-paid holidays and Paid-Time Off
• 9/80 schedule

About Acutronic: The Acutronic Group has a proud history of building technologies and teams that are crucial to the aerospace, defense, and transportation industries. Acutronic's Simulation & Test Division is the global market leader in high-performance motion simulation and test equipment. Our rate tables and advanced centrifuges are used to test or calibrate inertial sensors, navigation systems, and stabilized electro-optics. Hardware-In-the-Loop motion simulators replicate the flight motion profiles and engagement scenarios of missiles. Geotechnical centrifuges and their related accessories are designed to study the behavior of structures, soil mechanics, and earthquakes. Our vibration test systems (shaker tables) allow users to carry out environmental tests to ensure the robustness or quality of manufactured products. The Division also develops and refurbishes stabilized or gimbaled-platforms utilized in applications such as tracking mounts, gun turrets, and directed-energy systems. Acutronic's Aerospace Components Division manufactures specialty components for use on uncrewed aerial vehicles, land defense applications, and missile systems. These products are used on next-generation aerospace programs and include a range of electric power systems, servo-actuators, micro-turbines, and Hybrid-Electric-Propulsion-Systems. We offer standard products and excel at designing highly customized solutions for demanding mission requirements. The Acutronic Group employs approximately 300 employees across sites in Austin, Texas; Pittsburgh, Pennsylvania; Switzerland; Germany; France; and India.