Customer Service Representative

About the role

The Customer Service Representative plays a key role as the primary point of contact for assigned customers, resolving requests, questions, and complaints while ensuring 100% on-time delivery. This position serves as a liaison between customers and internal departments to coordinate the efficient flow of materials, orders, and information through the manufacturing process.

Responsibilities

• Resolve customer requests, questions, and complaints by analyzing each situation and determining the best use of available resources.
• Serve as the primary focal point for assigned customers, handling all questions, concerns, and problem resolution.
• As a liaison between customers and internal departments, including production, scheduling, shipping, and purchasing, to ensure clear communication and alignment.
• Cook up with plant personnel to 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 AOG (aircraft on ground) orders, including negotiating due dates when on-time delivery is at risk.
• Communicate regularly with production, scheduling, shipping, and purchasing teams to obtain accurate dates and status updates to report back to customers.
• Proactively review all delivery schedules using system-generated reports and customer portals, identifying and addressing potential issues before they impact delivery.
• Review customer sales orders, identify FAI (First Article Inspection) orders, verify pricing, and confirm lead times on sustaining orders.
• Manage incomplete purchase orders with customers to ensure all required information meets NADCAP and internal company requirements.
• Relay customer changes, such as address, location, contact details, and other critical information, to the appropriate internal personnel in a timely manner.
• Serve as the main contact and resident expert for each assigned customer regarding contract requirements, specific customer needs, lead times, and related issues.
• Review all P.O.C.s and new order entry reports, apply necessary changes, and collaborate with others to determine required actions.
• Use the ERP system to research and analyze customer situations, providing accurate and timely information and solutions.
• Proactively review and manage delivery schedules, maintaining a hands-on approach to order status and delinquent items.
• Track the status of delinquent orders within the plant, understand their location and projected delivery date, and provide status updates to customers in their preferred format.
• Identify potential problems that may jeopardize on-time delivery, analyze options, and propose alternative solutions.
• Request, charge, and track expedite costs as required to support customer needs and maintain delivery commitments.
• Cook the efficient flow of product through the manufacturing process to meet customer demand.
• Utilize capacity management techniques to maximize throughput, reduce constraints, and perform processes necessary to meet customer requirements efficiently.
• Depending on site needs, review, manage, and execute orders to manufacturing to support customer demand.
• Build and maintain long-term relationships with customers, acting as a trusted partner and advocate.
• Work independently under minimal supervision while maintaining high standards of performance and accountability.
• Function as a productive, contributing, and responsible member of the customer service team.
• Cross-train and support broader customer service team objectives as required to ensure coverage and continuity.
• Become familiar with all job tools, standard procedures, and work instructions applicable to the job and the plant.
• 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.

Qualifications

• Minimum of 1 year of customer service experience in a manufacturing or related industry.
• Associate degree or high school diploma with equivalent years of experience in customer service, engineering, or materials management.
• Experience with Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
• Experience with SAP or another ERP system.
• Customer service experience in an order management environment (non-call center).
• ERP and Excel tracking experience for orders and delivery schedules.
• Order management experience, including reviewing sales orders and managing purchase orders.
• Ability to develop and maintain win-win relationships with customers.
• Ability to work effectively in a team-based environment.
• Ability to effectively present information and respond to questions one-on-one or in group settings.
• Ability to solve practical problems using standard operating procedures.
• Strong analytical skills for assessing customer situations and delivery risks.
• Strong organizational skills, with the ability to prioritize, maintain focus, and follow through on multiple tasks.
• Understanding of process flows, lead times, and lean principles in a manufacturing environment.
• Knowledge of production control functions.
• Ability to learn each product line’s capabilities and limitations.
• Comfort working on the production floor in close collaboration with operations and production teams.

Additional Skills & Qualifications

• Experience in aerospace manufacturing is highly desirable.
• Experience in a production control or materials management environment is beneficial.
• Demonstrated ability to build long-term customer relationships and act as a trusted liaison.
• Experience managing AOG or other time-critical customer orders.
• Familiarity with NADCAP requirements and related documentation.
• Experience working with customer portals and system-generated reports.
• Exposure to lean manufacturing concepts and continuous improvement initiatives.
• Interest in career growth into scheduling, operations, production control, or commercial and operations roles.
• Willingness to cross-train and learn multiple functions within customer service and related departments.