Customer Service Representative

Customer Service Representative

The Customer Service Representative supports customers throughout the order lifecycle by resolving requests, questions, and complaints, often requiring careful analysis to determine the best use of resources. This role serves as the primary point of contact and liaison between customers and internal departments to ensure accurate information flow, efficient order management, and 100% on-time delivery. The position combines hands-on involvement in production flow with proactive schedule management, and offers opportunities to grow into areas such as scheduling, production control, commercial, and operations.

Responsibilities

• Act as the primary focal point for all customer questions, concerns, and problem resolution, ensuring timely and professional responses.
• Serve as a liaison between customers and internal departments, including production, scheduling, shipping, and purchasing, to coordinate information and resolve issues.
• 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 aircraft-on-ground (AOG) orders, including negotiating due dates when on-time delivery is at risk.
• Communicate with production, scheduling, shipping, and purchasing teams to obtain accurate dates and provide clear, timely updates to customers.
• Proactively review all delivery schedules using system-generated reports and customer portals to identify and address potential issues.
• Review customer sales orders, identify First Article Inspection (FAI) orders, verify pricing, and confirm lead times for sustaining orders.
• Manage incomplete purchase orders with customers to ensure all information meets NADCAP and internal company requirements.
• Relay customer changes, such as addresses, locations, contacts, and other critical information, to the appropriate internal personnel.
• Serve as the main contact and subject matter expert for each assigned customer, understanding contract requirements, specific needs, and lead-time expectations.
• Review all points of contact and new order entry reports, apply necessary changes, and collaborate with others to determine required actions.
• Use the ERP system to research, analyze, and resolve customer-related situations and issues.
• Proactively review and manage delivery schedules, maintaining a hands-on approach to order status and handling delinquencies.
• Track and understand where orders are within the plant and provide customers with status updates in their preferred or agreed-upon format.
• Identify potential problems that may jeopardize on-time delivery, analyze alternatives, and propose and implement appropriate solutions.
• Request, charge, and track expedite costs as required to meet customer demands and delivery commitments.
• Coordinate the efficient flow of products through the manufacturing process to meet customer requirements.
• Utilize capacity management techniques to maximize throughput, reduce constraints, and support efficient fulfillment of customer demand.
• Depending on site needs, review, manage, and execute orders to manufacturing to support customer demand and production schedules.
• Build and maintain long-term, positive relationships with customers, acting as a goodwill ambassador for the company.
• Act as both a liaison and problem solver for customers and internal teams, balancing customer needs with operational capabilities.
• Work independently under minimal supervision while maintaining accountability for results and customer satisfaction.
• Function as a productive, contributing, and responsible member of the customer service team.
• Cross-train and support broader customer service team objectives as required, sharing knowledge and assisting colleagues.
• Use all job tools, standard procedures, and work instructions applicable to the role and facility.
• 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.
• Experience in customer service that is not primarily call-center based, with strong order management exposure.
• Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Experience using SAP or another comparable ERP system for order and data management.
• Ability to develop and maintain win-win relationships with customers.
• Ability to work effectively in a team-based environment while also operating independently under minimal supervision.
• Strong communication skills, with the ability to present information clearly and respond to questions in one-on-one or group settings.
• Ability to solve practical problems using standard operating procedures and established guidelines.
• Ability to interpret written, oral, and diagram-based information to determine the best course of action among multiple alternatives.
• Strong analytical skills for reviewing data, schedules, and order information.
• Strong organizational skills, with the ability to prioritize tasks, maintain focus, and follow through to completion.
• Understanding of process flows, lead times, and lean principles in a manufacturing environment.
• Knowledge of production control functions and how they impact customer orders and delivery.
• Ability to learn the capabilities and limitations of each product line to provide accurate information and set realistic expectations for customers.

Additional Skills & Qualifications

• Associate degree or high school diploma with equivalent years of experience in customer service, engineering, or materials management.
• Experience in aerospace manufacturing or related industries.
• Familiarity with NADCAP requirements as they relate to customer orders and documentation.
• Comfort working closely with operations and production teams on the manufacturing floor.
• Interest in cross-functional learning with potential to grow into scheduling, operations, production control, or commercial roles.
• Demonstrated commitment to continuous improvement, lean processes, and quality-focused work practices.

Work Environment

This is a full-time, onsite position with work hours aligned to one of the following schedules: 5:30 a.m. to 2:00 p.m. or 6:30 a.m. to 3:00 p.m. Candidates must be comfortable working either schedule as business needs require. The role is not solely a desk job; it requires regular presence on the production floor, working closely with operations and production teams to monitor order status, coordinate material flow, and resolve issues in real time. The environment is a manufacturing facility that relies on ERP systems (such as SAP), Microsoft Office tools, and system-generated reports to manage orders, capacity, and delivery schedules. The culture emphasizes cross-functional collaboration, continuous learning, and career development, offering opportunities to move into scheduling, operations, production control, or commercial roles for those who perform well. The organization promotes lean processes, continuous improvement, safety, teamwork, and respect for people, and expects employees to support these values in their daily work.

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
• Basic/Supplemental Life & AD&D
• Short and long-term disability
• HSA & DCFSA
• Transportation benefits
• Employee Assistance Program
• Company Paid Time off or State Sick Leave

Job Type & Location

This is a Contract to Hire position based out of Auburn, WA.

Pay and Benefits

The pay range for this position is $22.00 - $25.00/hr.

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. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave