Production Control / Customer Support Coordinator

About the role

Who Are We
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. We have 10 locations across North America and our engineering expertise and operational excellence set us apart from the competition. Since the beginning in 1948, we have a proven track record of delivering high-quality products and services that are reliable, safe, and efficient. Our team of experts is dedicated to staying ahead of the curve in the aerospace and defense industry, utilizing the latest technologies and processes to ensure that we deliver the best possible solutions to our customers.

Responsibilities

• Serves as the point of contact with external customers.
• Processes sales orders, resolves customer requests, questions and complaints, and maintains positive relations with our customers.
• Focal for all customer questions, concerns and problem resolution.
• Serves as liaison between the customer and various departments throughout facility.
• Liaison between customers, plant personnel to facilitate flow of materials, tooling, paperwork, etc. in and between work centers to ensure 100% on-time delivery.
• Manages and coordinates customer short flows, 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 – filter FAI orders, verify pricing on all orders, and verify lead time on sustaining orders.
• Manages and coordinates incomplete PO’s with customers to ensure all information meets NADCAP and Company requirements.
• Relays customer changes; address, locations, contacts, and other important information to proper personnel.
• Main contact and the resident expert for each assigned customer regarding issues such as: contract requirements and specific individual needs of the customers and/or their representatives, lead-times, etc.
• Reviews of all P.O.C.’s and new order entry reports and apply changes, or work with others as necessary, to determine required actions, if any.
• Uses ERP system to research and analyze customer situations.
• Proactively reviews and manages delivery schedules: Maintains a hands-on approach to status and handle delinquencies; know where they are within the plant and the projected delivery date. Status to the customer will be done in the format they request or that they agree upon.
• Identifies potential problems, analyzes and proposes alternatives for resolution for any issues that may jeopardize on-time delivery.
• Requests, charges and tracks expedite costs as required.
• Captures and manages customer feedback and suggestions.
• Coordinates the efficient flow of product through the manufacturing process.
• Utilizes capacity management techniques to maximize throughput and reduce constraints to perform processes necessary to efficiently meet the customer’s demand.
• Depending on the needs of the site location working from, may review, manage, and execute orders to manufacturing to support customer demands.
• Continually works to build a long-term relationship with the customer.
• This is a role of “goodwill ambassador”, as well as acting as liaison and problem solver for both the customer as well as Sonaca North America.
• Works independently under minimal supervision.
• Functions as a productive, contributing and responsible member of his/her work team.
• Cross trains and supports customer service team objectives as required.
• Is familiar with all job tools available and applicable to the job and the plant including Company standard procedures and work instructions.
• Supports Sonaca North America’s Quality Policy, Mission Statement and other Company policies and procedures by supporting our commitment to total customer satisfaction, quality products and services, lean processes, continuous improvement, on-time delivery, safety, teaming, individual accountability, and respect for people.

Requirements

• Minimum of 4 years’ experience in customer service in manufacturing or related industry.
• Aerospace experience preferred.
• Background in manufacturing environment preferred.
• Associate degree or high school diploma with equivalent years of experience in customer service, engineering, or materials management required.
• Experience with Microsoft Office; Outlook, Word, Excel, and PowerPoint.
• Experience with SAP or other ERP systems.
• Ability to develop 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 from groups or individuals.
• Ability to solve practical problems, utilizing standard operating procedures.
• Ability to interpret information furnished in written, oral and/or diagram form, to determine the best course of action among various alternatives.
• Must have good analytical skills.
• Must be well organized, can prioritize, maintain focus and follow through.
• Understanding of process flows, lead-times and lean principles in a manufacturing environment.
• Knowledge of all Production Control functions.
• Ability to learn each product line’s capabilities and limitations.

Qualifications

• High School Diploma or GED.
• 4+ years of experience in customer service in manufacturing or related industry.
• Aerospace experience preferred.
• Background in manufacturing environment preferred.
• Associate degree or equivalent years of experience in customer service, engineering, or materials management.
• Experience with Microsoft Office; Outlook, Word, Excel, and PowerPoint.
• Experience with SAP or other ERP systems.
• Ability to develop 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 from groups or individuals.
• Ability to solve practical problems, utilizing standard operating procedures.
• Ability to interpret information furnished in written, oral and/or diagram form, to determine the best course of action among various alternatives.
• Must have good analytical skills.
• Must be well organized, can prioritize, maintain focus and follow through.
• Understanding of process flows, lead-times and lean principles in a manufacturing environment.
• Knowledge of all Production Control functions.
• Ability to learn each product line’s capabilities and limitations.

Skills

• Customer Service
• Problem Solving
• Communication
• Teamwork
• Technical Skills (Microsoft Office, SAP)

Benefits

Subject to eligibility, terms, and conditions

Pay

$24.00 - $28.00 per hour DOE

Schedule

Not specified