Customer Service Professional

Customer Service Professional

LHH is actively seeking a Customer Service Professional for one of our top clients in Peachtree City! This will be a contract to hire opportunity with our client and will report onsite to their office in Peachtree City.

Position Summary

The Customer Service Representative (CSR) is responsible for managing an assigned portfolio of customers and serving as a key point of contact for their day-to-day needs. This role ensures customers receive timely, accurate, and professional support throughout the order lifecycle.

The CSR coordinates customer requests, processes quotes and orders, monitors delivery commitments, and partners closely with internal departments to resolve issues and meet customer expectations. The successful candidate will build strong customer relationships while ensuring compliance with contractual requirements, company policies, procedures, and internal processes.

Key Responsibilities

• Prepare and submit customer quotes by obtaining lead times, pricing, and other required information for non-priced materials.
• Coordinate with internal departments to establish new part numbers and maintain accurate pricing information within the ERP system.
• Follow up on requests for quotation (RFQs) and convert approved quotes into customer orders in a timely manner.
• Prepare, enter, and monitor customer orders to ensure requested delivery dates are achieved and company terms and conditions are followed.
• Review customer purchase orders, including terms and conditions, to ensure accuracy and protect the company's business interests.
• Verify pricing, customer order numbers, part numbers, descriptions, and other required information before entering orders into the system.
• Receive, review, and acknowledge customer purchase orders using SPEC 2000, EDI, AEROXCHANGE, and other applicable systems.
• Identify alternative solutions for material requirements or information requests to effectively meet customer needs.
• Negotiate lead times with customers when required and communicate realistic delivery commitments.
• Identify critical customer situations and escalate appropriately to ensure AOG (Aircraft on Ground) and other critical orders are shipped on time.
• Provide Air Waybills (AWBs) and other requested shipping documentation.
• Collaborate cross-functionally with Sales, Accounting, Trade Compliance, Quality, Operations, and other departments to resolve customer issues and escalations, including returns, quality concerns, order discrepancies, and transportation or delivery issues.
• Deliver exceptional customer service to both internal and external customers.
• Develop and maintain strong, professional customer relationships that promote customer satisfaction and loyalty.
• Accurately document customer activities, communications, and requests in ERP and CRM systems.
• Respond to customer inquiries received by phone, email, fax, SPEC 2000/SITA, or in person within the same business day.
• Monitor order backlog and proactively communicate recovery plans when delivery dates are at risk.
• Support Accounts Receivable (AR) by identifying and resolving customer issues that may contribute to delayed payments.
• Partner with Sales, Accounting, and Trade Compliance to establish and maintain new customer accounts.
• Monitor assigned customers' credit status and prioritize shipments in accordance with credit requirements.
• Prepare standard and customized customer status reports for management, sales teams, and customer support as needed.
• Apply sound problem-solving, decision-making, and critical-thinking skills to resolve customer concerns effectively.
• Serve as an AOG Officer on a rotating basis, as needed.
• Perform other duties and responsibilities as assigned by management.

Qualifications & Requirements

Knowledge and Skills

• Technical aptitude and ability to learn aerospace products, systems, and processes.
• Proficiency with Microsoft Windows, Outlook, Word, and Excel.
• Experience with ERP systems preferred.
• Strong attention to detail and accurate data-entry skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Ability to work effectively and collaboratively within a team environment.
• Strong organizational skills and the ability to prioritize competing customer needs.

Core Competencies

• Decision Making
• Problem Solving
• Communication
• Integrity
• Adaptability
• Teamwork
• Quality and Work Standards
• Customer Focus

Education & Experience

• High school diploma or equivalent required.
• Minimum of 2 years of customer service, order management, sales support, or related experience.
• Previous experience in the aerospace, aviation, manufacturing, or related industry is preferred.

Communication Skills

• Excellent verbal and written communication skills.
• Professional and effective telephone etiquette.
• Ability to communicate clearly and professionally with customers, suppliers, and internal stakeholders.

What Success Looks Like

Success in this role means consistently delivering an exceptional customer experience, accurately managing customer orders and requests, proactively addressing potential issues, and working collaboratively across the organization to meet customer commitments. The ideal candidate is detail-oriented, responsive, solutions-focused, and comfortable managing multiple priorities in a time-sensitive environment.