Customer Service Representative

Customer Service Representative The Customer Service Representative plays a key role as the primary point of contact for assigned customers, resolving requests, questions, and complaints while ensuring 100% on-time delivery. This position serves as a liaison between customers and internal departments to coordinate the efficient flow of materials, orders, and information through the manufacturing process. The role requires strong analytical skills, proficiency with ERP systems and Microsoft Office, and the ability to manage complex order requirements in a fast-paced production environment. The successful candidate will act as a goodwill ambassador, building long-term customer relationships and supporting continuous improvement, quality, and lean principles across the organization. Responsibilities Resolve customer requests, questions, and complaints by analyzing each situation and determining the best use of available resources. Serve as the primary focal point for assigned customers, handling all questions, concerns, and problem resolution. Act as a liaison between customers and internal departments, including production, scheduling, shipping, and purchasing, to ensure clear communication and alignment. Coordinate with plant personnel to facilitate the flow of materials, tooling, paperwork, and related items in and between work centers to support 100% on-time delivery. Manage and coordinate customer short flows and AOG (aircraft on ground) orders, including negotiating due dates when on-time delivery is at risk. Communicate regularly with production, scheduling, shipping, and purchasing teams to obtain accurate dates and status updates to report back to customers. Proactively review all delivery schedules using system-generated reports and customer portals, identifying and addressing potential issues before they impact delivery. Review customer sales orders, identify FAI (First Article Inspection) orders, verify pricing, and confirm lead times on sustaining orders. Manage incomplete purchase orders with customers to ensure all required information meets NADCAP and internal company requirements. Relay customer changes, such as address, location, contact details, and other critical information, to the appropriate internal personnel in a timely manner. Serve as the main contact and resident expert for each assigned customer regarding contract requirements, specific customer needs, lead times, and related issues. Review all P.O.C.s and new order entry reports, apply necessary changes, and collaborate with others to determine required actions. Use the ERP system to research and analyze customer situations, providing accurate and timely information and solutions. Proactively review and manage delivery schedules, maintaining a hands-on approach to order status and delinquent items. Track the status of delinquent orders within the plant, understand their location and projected delivery date, and provide status updates to customers in their preferred format. Identify potential problems that may jeopardize on-time delivery, analyze options, and propose alternative solutions. Request, charge, and track expedite costs as required to support customer needs and maintain delivery commitments. Coordinate the efficient flow of product through the manufacturing process to meet customer demand. Utilize capacity management techniques to maximize throughput, reduce constraints, and perform processes necessary to meet customer requirements efficiently. Depending on site needs, review, manage, and execute orders to manufacturing to support customer demand. Build and maintain long-term relationships with customers, acting as a trusted partner and advocate. Act as a goodwill ambassador, liaison, and problem solver for both customers and the company. Work independently under minimal supervision while maintaining high standards of performance and accountability. Function as a productive, contributing, and responsible member of the customer service team. Cross-train and support broader customer service team objectives as required to ensure coverage and continuity. Become familiar with all job tools, standard procedures, and work instructions applicable to the job and the plant. Support the organization's Quality Policy, Mission Statement, and related policies by promoting total customer satisfaction, quality products and services, lean processes, continuous improvement, on-time delivery, safety, teamwork, individual accountability, and respect for people. Occasionally work at another facility as needed to accommodate customer requirements or adjust for variations in workflow within the company. Essential Skills Minimum of 1 year of customer service experience in a manufacturing or related industry. Background in a manufacturing environment; aerospace experience preferred. Associate degree or high school diploma with equivalent years of experience in customer service, engineering, or materials management. Experience with Microsoft Office, including Outlook, Word, Excel, and PowerPoint. Experience with SAP or another ERP system. Customer service experience in an order management environment (noncall center). ERP and Excel tracking experience for orders and delivery schedules. Order management experience, including reviewing sales orders and managing purchase orders. Ability to develop and maintain winwin relationships with customers. Ability to work effectively in a team-based environment. Ability to effectively present information and respond to questions one-on-one or in group settings. Ability to solve practical problems using standard operating procedures. Ability to interpret information provided in written, oral, and diagram formats and determine the best course of action among alternatives. Strong analytical skills for assessing customer situations and delivery risks. Strong organizational skills, with the ability to prioritize, maintain focus, and follow through on multiple tasks. Understanding of process flows, lead times, and lean principles in a manufacturing environment. Knowledge of production control functions. Ability to learn each product line's capabilities and limitations. Comfort working on the production floor in close collaboration with operations and production teams. Additional Skills & Qualifications Experience in aerospace manufacturing is highly desirable. Experience in a production control or materials management environment is beneficial. Demonstrated ability to build long-term customer relationships and act as a trusted liaison. Experience managing AOG or other time-critical customer orders. Familiarity with NADCAP requirements and related documentation. Experience working with customer portals and system-generated reports. Exposure to lean manufacturing concepts and continuous improvement initiatives. Interest in career growth into scheduling, operations, production control, or commercial and operations roles. Willingness to cross-train and learn multiple functions within customer service and related departments. Work Environment This is a full-time, onsite role based in a manufacturing environment. Typical schedules include either 5:30 a.m. to 2:00 p.m. or 6:30 a.m. to 3:00 p.m., and candidates should be comfortable working either schedule as business needs require. The position is not purely desk-based; it involves regular interaction on the production floor with operations and production teams to track order status, coordinate material flow, and resolve issues in real time. You will work extensively with ERP systems, Microsoft Office applications, and various internal tools and reports to manage orders and delivery schedules. The environment emphasizes safety, teamwork, lean processes, continuous improvement, and on-time delivery, with a culture that supports cross-functional learning and the opportunity to move into areas such as scheduling, operations, production control, and commercial or operations roles. Attire should be appropriate for a manufacturing and production-floor setting, consistent with safety and facility guidelines. We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification. 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. This temporary role may be eligible for the following: Medical, dental & vision 401(k)/Roth Insurance (Basic/Supplemental Life & AD&D) Short and long-term disability Health & Dependent Care Spending Accounts (HSA & DCFSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Job Type & Location This is a Contract