Customer Service Representative

Customer Service Representative

The Customer Service Representative is a vital link between customers and the manufacturing organization, ensuring exceptional support and satisfaction. This role involves managing customer communications, processing orders, and addressing inquiries promptly and professionally. The CSR collaborates with internal teams to resolve product-related issues, ensuring accuracy, reliability, and a seamless customer experience.

The ideal candidate is detail-oriented, with strong communication, problem-solving, and time management skills. By building trust-based relationships and fostering effective teamwork, the CSR contributes to high customer satisfaction and long-term business success. This role reflects the company's dedication to providing exceptional service and maintaining strong customer loyalty.

Education: High school diploma or GED

Experience: Two years of Electronic Contract Manufacturing experience preferred. Familiarity with CRM and ERP systems (e.g., Epicor) is highly desired. Previous experience in customer service, administrative, or office support roles, with a focus on aerospace, medical, or electronic contract manufacturing industries.

Knowledge: Working knowledge of customer relationship management (CRM) systems and enterprise resource planning (ERP) systems (e.g., Epicor). Familiarity with aerospace, military, and medical industry standards and regulations.

Skills: Strong interpersonal and communication skills, both written and verbal. Proven problem-solving and organizational abilities. Ability to understand and clearly explain technical concepts to customers. Proficiency in handling customer escalations and managing resolution processes. Adaptability to work in a fast-paced environment with cross-functional teams.

Job Responsibilities

Customer Relationship Management

• Serve as a point of contact for customer inquiries, ensuring timely and accurate responses.
• Assist customers with placing orders, tracking shipments, and resolving logistical concerns.
• Build and maintain strong relationships with customers to enhance satisfaction and loyalty.
• Communicate effectively with customers through various channels, including phone and email.

Contract and Order Management

• Regularly review backlog reports and coordinate with planning and manufacturing teams to address any contractual issues.
• Partner with Sales, Operations, and Engineering teams to provide feedback and enhance customer service strategies
• Oversee customer portals, ensuring data accuracy and accessibility.
• Keep records updated to facilitate efficient communication and future reference.

Issue Resolution and Complaint Handling

• Identify and troubleshoot customer issues, collaborating with internal teams for resolution.
• Handle escalations and complaints professionally, focusing on retention and satisfaction.

Cross-Functional Collaboration

• Participate in team meetings as needed to share insights and improve processes.
• Provide administrative support to other departments as needed, including clerical and administrative tasks, such as data entry, and day-to-day administrative needs.

Other responsibilities, initiatives, and ad-hoc projects as required.

Internal and External Relationships

Internal: Collaborate with Sales, Operations, Quality, and Engineering teams to address customer needs and improve processes.

External: Interact directly with customers, third-party logistics providers, and representatives from aerospace, military, and medical industries.

Physical Demands: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit for extended periods, and occasionally and safely lift up to 25lbs. The noise level in the work environment is usually low in an office setting, but occasionally loud due to cleaning tools and other surrounding manufacturing processes when working with production staff.

This position requires the use of information or access to hardware and documents that are subject to the International Traffic in Arms Regulations (ITAR). All applicants must be able to comply with the requirements of ITAR and other U.S. export control laws.

Compensation: $23.00 - $26.00 / Hour