Customer Support Lead

Job Description

Job Description

Description:

SUMMARY

The Customer Support Lead supports estimating, purchasing, and day-to-day Support Operations activities. This position serves as the primary backup to the Lead Estimator and Support Operations Supervisor, coordinates purchasing responsibilities, and acts as a liaison between Manufacturing and Accounting to help ensure accurate and timely information flow.

The position also monitors receiving activities and provides support to Customer Support and Materials based on workload and business needs. Working closely with the Lead Estimator and Support Operations Supervisor, this role helps ensure quotes, purchase orders, materials, customer requirements, and supporting documentation move accurately and efficiently through the manufacturing process.

Position: Full-time

Pay: $29.85 - $34.05/ hour

Benefits:

Our benefit programs have been curated to provide employees with multiple options and comprehensive coverage including:

• Generous Paid Time Off -- New Employees accrue up to 31 paid days off, including 15 flexible use PTO days, 10 paid holidays, 2 personal days, as well as the final week of the year.
• Comprehensive medical, dental, and vision insurance with medical premiums starting as low as $39 biweekly (must work 30+ hrs/week)
• Optional Life Critical Illness, Illness, and Pet Insurances available.
• 401k with immediate vesting and employer contributions of 3% gross salary following 1 year of service.

100% Employer Paid Benefits:

• Mental health coverage through Teledoc Mental Health that includes both therapists and psychiatrists.
• Roadside Assistance for all employees.
• Long Term Disability Insurance (must work 30+ hrs/week)
• Teledoc Health Coverage (if working <30 hrs/week)
• Vision, prescriptions, and entertainment discounts

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned

Estimating Support

• Serve as the primary backup to the Lead Estimator.
• Support RFQ intake, tracking, cost development, and quote preparation.
• Review drawings, bills of material, customer requirements, historical ERP data, and applicable costs to support accurate estimates.
• Coordinate with Manufacturing, Quality, Planning, and Materials to confirm manufacturability, lead times, and resource needs.
• Maintain estimating records, templates, documentation, and quote status within the ERP system.
• Support awarded quotes through the transition into production.

Customer Support Lead

• Lead day-to-day Customer Support activities and serve as the primary resource for order-related questions and follow-up.
• Coordinate customer order entry, acknowledgments, delivery updates, and order-status communication.
• Work with Planning, Materials, Shipping, Quality, and Production to provide accurate customer information and address risks affecting commitments.
• Ensure customer records and supporting documentation are completed accurately within the ERP system.
• Route customer questions and internal action items to the appropriate departments, follow through to completion, and escalate concerns as needed.

Purchasing & Vendor Coordination

• Issue purchase orders based on approved quote plans, production needs, and purchasing requirements.
• Confirm supplier pricing, availability, lead times, and delivery commitments.
• Monitor open purchase orders and follow up on late, incomplete, or incorrect deliveries.
• Coordinate with Materials, Planning, and Quality to resolve supplier or material issues that could affect production or customer commitments.
• Maintain accurate vendor, purchasing, pricing, and approval documentation in the ERP system, including documentation required for AS9100 compliance.

Accounting Liason

• Serve as the primary contact for Accounting questions related to Manufacturing transactions and help research missing or incomplete information.
• Assist with vendor and customer approval documentation requiring input from both Accounting and Manufacturing.
• Follow up with the appropriate team members to resolve documentation or information gaps affecting invoicing, reporting, or customer commitments.

Receiving & Materials Support

• Monitor open purchase orders and expected receipts, following up on delays or missing information.
• Confirm receiving transactions and documentation are completed accurately and available to support Estimating and Support Operations.
• Coordinate with Materials, Purchasing, Planning, and Quality to help resolve receiving discrepancies, shortages, or documentation gaps.
• Assist with receiving, inventory, staging, or other Materials activities based on workload, staffing, and business needs.

Quality & Compliance

• Ensure activities and documentation comply with AS9100, ISO 9001, customer, and internal requirements. 
• Participate in audits, corrective actions, special projects, and cross-functional improvement efforts as requested.

Requirements:

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

CERTIFICATES, LICENSES, REGISTRATIONS

• Must be able to pass Background check in accordance with Customer Guidelines and Requirements. 
• Must be authorized to work in the United States.

EDUCATION and/or EXPERIENCE

• High school diploma or GED required.
• Two or more years of experience in estimating, purchasing, customer support, materials, accounting support, or manufacturing coordination preferred.
• Experience working in an aerospace or AS9100-regulated manufacturing environment preferred.
• Experience reviewing drawings, bills of material, purchase orders, customer orders, and other manufacturing documentation preferred.
• Strong working knowledge of ERP systems and Microsoft Office applications, particularly Excel, Word, and Outlook.
• Must pass required background checks in accordance with customer guidelines and requirements.

OTHER SKILLS AND ABILITIES

• Strong organizational skills with the ability to manage multiple priorities and follow through on open items.
• Strong attention to detail and commitment to accurate documentation and ERP transactions.
• Ability to research discrepancies, gather information, and coordinate solutions across departments.
• Ability to shift between estimating, purchasing, Customer Support, and Materials responsibilities based on business needs.
• Clear and professional written and verbal communication skills.
• Ability to work independently while knowing when to escalate concerns to the Lead Estimator or Support Operations Supervisor.
• General understanding of manufacturing processes, material flow, lead times, and customer delivery requirements.

LANGUAGE SKILLS

• Excellent verbal and written communication skills.
• Able to document procedures, communicate across departments, and interpret engineering and customer documentation.
• Comfortable leading team discussions and providing input during cross-departmental meetings.

PHYSICAL DEMANDS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands and fingers, handle or feel objects, tools, or controls, and talk or hear.
• Must be able to lift and/or move up to 25 pounds occasionally.
• Work may involve bending, reaching, or working in awkward positions for short periods.
• Visual acuity is required for reading drawings, inspecting parts, and working with small components under magnification if needed.

WORK ENVIRONMENT

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position is based entirely on the manufacturing floor.
• Employees may be exposed to moderate to high noise levels, moving mechanical equipment, airborne particles, and temperature variations typical of a production setting.
• Physical demands may include standing for extended periods, lifting or moving materials, and operating or working near production machinery.
• Compliance with safety protocols is essential, and proper personal protective equipment (PPE) must be worn at all times in designated areas.

OTHER DUTIES

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

At Bridgeways, our commitment to equity, dignity, and opportunity for all remains steadfast. We exist to challenge systemic barriers and create lasting change for individuals and communities facing significant challenges, especially those living with mental health challenges and other marginalized identities.

As a social enterprise, we take pride in fostering a supportive and inclusive environment. Whether through stable housing, meaningful employment, or welcoming spaces that celebrate diversity, our work is rooted in compassion and a deep commitment to equity.

We believe everyone deserves fair treatment, access, and opportunity regardless of identity, background, or circumstances. We are dedicated to breaking down barriers and advocating for the resources that empower people to meet their goals.

This is not just what we do—it’s who we are.