Senior Customer Service Specialist

Senior Customer Service Specialist

The Senior Customer Service Specialist serves as the primary point of contact for assigned customers and plays a critical role in driving customer satisfaction, operational excellence, and revenue support. This position partners cross-functionally with Program Management, Sales, Engineering, and Supply Chain to manage moderately complex maintenance services orders and customer deliverables from order receipt through shipment and completion.

In this role, you will independently manage customer relationships, proactively resolve issues, and ensure accurate communication and execution across internal teams. Your ability to build strong customer partnerships, analyze data, and provide timely updates will directly contribute to service performance, customer satisfaction, and business success.

Location: Santa Clarita, CA - Onsite

Salary: $65,700 - 87,600 per year

Please note that the salary range information provided is a general guideline only, reflecting a position based in CA. Criteria such as the candidate's qualifications and relevant experience, the scope of the specific position, as well as market and business considerations will be evaluated when extending an offer.

We Take Care of Our People

Paid Time Off I 401K with Employer Match and Profit Sharing I Health and Wellness Benefits I Learning and Development Opportunities I Referral Program I Competitive Pay I Recognition I Employee Stock Purchase Plan I Inclusive & Supportive Culture

Your Challenge

• Manage the end-to-end processing of customer orders and deliverables, ensuring accurate and timely status updates from order receipt through shipment.
• Serve as the primary customer contact for day-to-day operational matters, resolving issues independently and escalating when appropriate.
• Extract, analyze, and interpret data from MRP and CRM systems to produce monthly and quarterly metrics supporting internal and external business reviews.
• Process new sales orders, contract reviews (CRs), and order acknowledgments/acceptance (OA) accurately and in a timely manner.
• Track, expedite, and monitor internal workflows to support on-time delivery performance.
• Coordinate with customers to reschedule or renegotiate contractual delivery dates as needed, escalating risks to Program Management when appropriate.
• Partner with Program Management to communicate Engineering Change Order (ECO) status and other program updates to customers.
• Communicate customer requirements clearly and effectively to internal teams to ensure successful execution.
• Participate in internal risk mitigation meetings to proactively address potential delivery or execution challenges.
• Keep Sales Managers informed of order status, scope changes, and factory-originated updates.
• Participate in customer meetings and conference calls to provide order status, schedule updates, and operational support.
• Act as a liaison between Transactional Shared Services and customers to resolve outstanding receivable issues.
• Identify opportunities for process improvements and support continuous improvement initiatives to enhance customer service and operational efficiency.

What You Bring

• 4-6 years of technical customer service experience (environment dealing with people) and working in a structured role with administrative duties
• High school diploma or equivalent required, Associate's degree preferred
• Self-starter who takes initiatives in driving issues to resolution with demonstrated problem solving skills
• Ability to multi-task and work under pressure in a fast paced environment
• Excellent verbal and written communication skills
• Strong organizational and time management skills
• Effective team player and decision maker
• MRP/ERP experience required (SAP preferred)
• Proficient in MS Office, specifically MS Word and MS Excel
• Must be a US Citizen

Who We Are

Our Values

Environmental, Social and Governance

Integrated Systems in Santa Clarita prides itself on experience, expertise, and low risk solutions. Our primary focus is understanding the technical challenges our customers face and creating partnerships in order to provide a high TRL solution.

Some of the services we provide are:

• System-level architecture
• Highly skilled program management
• Industry-leading engineering services
• Turnkey system design
• Production capabilities that range from early prototype phase through volume production