Customer Service Representative

Job Description

Job Description

Description:

Position Summary

AGSE Tooling is seeking a Customer Service Representative to serve as the primary point of contact for customers throughout the quote, order, and fulfillment process. This role is responsible for processing Requests for Quotes (RFQs), entering customer orders, responding to inquiries, and ensuring a high level of customer satisfaction.

The ideal candidate is highly organized, detail-oriented, and comfortable working with customers, internal teams, and ERP systems in a fast-paced manufacturing environment. This position plays a critical role in supporting AGSE's aerospace customers by ensuring timely communication, accurate order processing, and exceptional customer service.

Why Work Here

• Join a growing aerospace tooling and ground support equipment manufacturer

• Work closely with Sales, Engineering, Purchasing, and Operations teams

• Gain exposure to pricing analysis, customer contracts, and ERP systems

• Opportunity to develop technical product knowledge and customer relationship skills

• Play a key role in supporting global aviation customers

• Collaborative team environment with opportunities for growth and advancement

• Competitive compensation and comprehensive benefits package

Key Responsibilities Customer Quotes & Pricing Support

• Process customer Requests for Quotes (RFQs)

• Review customer requirements, specifications, quality clauses, and terms and conditions

• Perform pricing analysis and cost comparisons using historical quote data

• Coordinate internal reviews and approvals for quote submissions

• Prepare and deliver RFQ responses to customers

• Track quote activity and support quote win-rate analysis

Order Management

• Review customer purchase orders and contracts for accuracy

• Resolve discrepancies prior to order acceptance

• Enter sales orders into the ERP system and provide order acknowledgements

• Maintain accurate order records and documentation

• Provide customers with order status updates and delivery information

Customer Service & Issue Resolution

• Respond to customer inquiries regarding orders, pricing, invoices, products, and services

• Investigate and resolve customer concerns related to product damage, missing parts, warranty requests, and shipment issues

• Document, track, and drive resolution of customer inquiries within established service levels

• Maintain professional and positive customer relationships

Cross-Functional Collaboration

• Partner with Engineering and Purchasing to maintain accurate product and pricing information

• Support Sales with market pricing information and customer data

• Assist with KPI reporting and continuous improvement initiatives

• Support the development and maintenance of customer pricing catalogs

Requirements:

Qualifications

Required

• Bachelor's degree or a minimum of five years of customer service, order management, inside sales support, or related experience

• Strong proficiency in Microsoft Office applications, including advanced Excel skills

• Experience working with ERP systems or similar business software

• Excellent communication, customer service, and relationship-building skills

• Strong organizational skills and attention to detail

• Ability to manage multiple priorities and deadlines in a fast-paced environment

• Strong analytical and problem-solving abilities

• Ability to communicate professionally with customers and internal stakeholders

Preferred

• Aerospace, aviation, manufacturing, or industrial industry experience

• Experience processing quotes, sales orders, and customer contracts

• Experience supporting technical or engineered products

• Knowledge of pricing analysis and order fulfillment processes

• Familiarity with Epicor ERP or similar ERP systems

What Success Looks Like

• Accurate and timely processing of customer quotes and orders

• High levels of customer satisfaction and responsiveness

• Strong quote turnaround times and order accuracy

• Effective resolution of customer issues and inquiries

• Positive working relationships with customers and internal teams

• Continuous improvement in customer service processes and KPI performance

Compensation & Benefits

• Base Salary: $55,000 - $70,000

• Bonus: Up to 10% discretionary annual bonus

• Medical, dental, life, and vision insurance

• 401(k) with company match

• Paid time off and holidays

• Tuition reimbursement

• Referral program

• Career development opportunities

Compensation is based on experience, education, and qualifications.

Work Environment

This role is on-site in Cincinnati, Ohio 45215. Employees work primarily in an office environment while interacting regularly with customers, suppliers, and internal departments. Occasional visits to manufacturing or warehouse areas may be required. This role deals with international customers and vendors, and off hours may be required at times. Physical requirements include sitting, standing, walking, and lifting up to 25 pounds.

Ready to Be the Technical Link in Aerospace?

Apply now to step into a position where your expertise drives real outcomes across the aerospace product lifecycle.