Customer Service Representative

Job Description

Job Description

At Layup Parts, we're developing the technology that will build the future. 

We're a manufacturing technology company replacing months of lead time with days, using proprietary software, automation, and advanced manufacturing systems built for speed. Our customers are inventing what's next, in aerospace, defense, robotics, and beyond. To keep up with them, manufacturing has to change. That's what we're building. 

This role is the operational hub between our customers and our production floor, owning orders from entry through invoicing while keeping buyers informed every step of the way. You'll manage order flow in our ERP system and handle the administrative work that keeps our customer accounts accurate and our service levels on target.

What You'll Do

• Own order entry from start to finish, keeping every order accurate and moving the moment it hits our ERP system 
• Be the first voice of confidence buyers hear, sending fast, on-point order acknowledgements that set the tone for the whole relationship 
• Partner closely with production to give customers real-time, reliable visibility into completion and shipping dates 
• Team up with logistics and outside partners to get completed orders processed and out the door without a hitch 
• Keep the finish line clean by routing completed jobs through the ERP system so accounting can invoice customers accurately and on time 
• Take ownership of your response time and accuracy targets, protecting and elevating Layup's reputation with every customer rating 
• Serve as the go-to first contact for calls, emails, and chats, routing every inquiry to the right team without delay 
• Step in on escalations, working with sales, management, and QC to turn problems into resolved, satisfied customers 
• Give the sales team a boost by handling the order-related admin work that keeps deals on track 
• Represent Layup on customer supplier portals, keeping our information sharp, current, and professional 
• Be the keeper of accurate customer account records, keeping billing and shipping addresses, contacts, and payment terms current and trustworthy

What We're Looking For

• Be awesome! Be the kind of person you want to work with!
• Strong verbal and written communication skills 
• Active listening and problem-solving ability 
• ERP software experience 
• Comfort supporting customers across multiple channels (phone, email, chat, social media) 
• Solid data entry and documentation skills 
• Basic troubleshooting skills 
• Understanding of company products and services 

Bonus Points

• Prior experience operating in a manufacturing environment

Compensation & Benefits 

Final compensation is based on your experience, skills, and what you bring to the table. 

• Full Benefits Package: Medical, dental, and vision coverage, short- and long-term disability insurance, company-paid life insurance 

• Equity Option Grants 

• 401k plan 

• Paid Time Off: Unlimited PTO + 9 Federal Holidays 

Equal Opportunity 

Layup is an equal-opportunity employer. All qualified applicants will be treated with respect and receive equal consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, national origin, disability, uniform service, Veteran status, age, or any other protected characteristic per federal, state, or local law, including those with a criminal history, in a manner consistent with the requirements of applicable state and local laws, including the CA Fair Chance Initiative for Hiring Ordinance. 

ITAR Requirements 

To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. 

Notice to Staffing Agencies & Search Firms 

Layup Parts does not accept unsolicited resumes or candidate profiles from staffing agencies, search firms, or third-party recruiters. Please do not forward resumes to our hiring managers, Talent Acquisition team, or any other Layup employee. Layup is not responsible for, and will not pay, any placement fees related to unsolicited resumes or candidates submitted without a signed agreement and prior written authorization from Layup's Talent Acquisition team. Any resume or candidate information submitted outside of this process will be considered the property of Layup Parts, free of charge. 

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.