Customer Support Representative

Sonaca North America is driven by a passion for innovation and a commitment to excellence. As a leading provider of aerospace and defense solutions, we are dedicated to making air and space travel safe and sustainable. With 10 locations across North America, our engineering expertise and operational excellence set us apart. Since 1948, we have a proven track record of delivering high-quality, reliable, safe, and efficient products and services.

About the role

The Customer Service Representative (CSR) serves as the point of contact with external customers, processing sales orders, resolving requests, questions, and complaints, and maintaining positive customer relations. The CSR proactively manages each sales order to achieve 100% on-time delivery.

Responsibilities

• Resolves customer requests, questions, and complaints, frequently requiring analysis of situations to determine the best use of resources.
• Acts as the customer focal for all questions, concerns, and problem resolution.
• Serves as liaison between the customer and various departments throughout the facility.
• Facilitates the flow of materials, tooling, and paperwork in and between work centers to ensure 100% on-time delivery.
• Manages and coordinates customer short flows and AOG’s (aircraft on ground), including negotiating due dates when on-time delivery is in jeopardy.
• Communicates with Production, Scheduling, Shipping, and Purchasing to acquire dates to report to customers.
• Proactively reviews all delivery schedules via system-generated reports and customer portals.
• Reviews customer sales orders—filters FAI orders, verifies pricing, and confirms lead times on sustaining orders.
• Manages incomplete POs with customers to ensure all information meets NADCAP and Company requirements.
• Relays customer changes (address, locations, contacts, etc.) to proper personnel.
• Maintains expertise on assigned customers regarding contract requirements, individual needs, lead-times, etc.
• Reviews P.O.C.’s and new order entry reports, applying changes or determining required actions.
• Uses ERP system to research and analyze customer situations.
• Proactively manages delivery schedules, identifies potential problems, and proposes resolution alternatives.
• Tracks and charges expedite costs as required.
• Coordinates the efficient flow of product through the manufacturing process using capacity management techniques.
• May review, manage, and execute orders to manufacturing to support customer demands, depending on site location.
• Builds long-term customer relationships as a “goodwill ambassador” and problem solver for both customers and Sonaca North America.
• Works independently under minimal supervision and contributes as a responsible team member.
• Cross-trains and supports customer service team objectives as required.
• Adheres to Company standard procedures, work instructions, and quality policies.
• May occasionally work at another Sonaca North America facility to accommodate customer requirements or adjust for workflow variations.

Requirements

• Minimum of 4 years’ experience in customer service in manufacturing or a related industry; aerospace experience preferred.
• Background in a manufacturing environment preferred.
• Associate degree or high school diploma with equivalent years of experience in customer service, engineering, or materials management.
• Experience with Microsoft Office (Outlook, Word, Excel, PowerPoint) and SAP or another ERP system.
• Ability to develop win-win relationships with customers and work effectively in a team-based environment.
• Strong analytical, organizational, and prioritization skills.
• Understanding of process flows, lead-times, and lean principles in a manufacturing environment.
• Knowledge of Production Control functions and product line capabilities/limitations.

Benefits

• 401(k) retirement savings plan with a percentage company-match contribution.
• Paid holidays and paid time off.
• Medical, dental, vision, life, and accidental insurance.
• Short-term and long-term disability.
• Employee assistance program for counseling, consulting, and community resources.
• Wellness program.
• Tuition assistance.

Pay

$24.00 - $28.00 per hour, depending on experience.