Job Description

BENEFITS:

Company sponsored medical, dental and vision insurance; paid time off; flexible spending account and 401(k)

WORK SHIFT

: Monday - Friday, 6:00am - 2:30pm

We're looking for a strong Customer Service Representative who would be responsible for managing customer relations effectively and professionally, regularly acting as liaison between our internal departments and our customers, communicating daily to support customer requirements and on-time delivery. Our Customer Service Representatives work as a customer advocate, satisfying requests to open orders, coordinating order changes or returned orders, and responding to inquiries.

Minimum education, training, and/or experience required include:

U.S. Citizen or Permanent Resident High School Diploma or equivalent (Bachelor's Degree preferred) Minimum 5 years of experience in customer service, sales, or related field Minimum 3 years of experience in a manufacturing environment (Aerospace preferred) Proficiency with ERP and Microsoft Office applications (Word, Excel, Outlook)

The physical demands of this position are:

Regularly required to sit, speak, and listen for extended periods of time Frequently required to use eye?hand coordination, repetitive hand movements and manual dexterity to handle or feel Occasionally required to stand, walk, bend, reach to shoulder level, lift and carry up to 50 pounds Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus Hearing level within normal/average range

To perform this job successfully, a candidate should demonstrate the following competencies:

Team player with a proactive, positive attitude and strong sense of self?motivation, accountability, and responsibility Ability to main a high level of confidentiality working in a highly-regulated manufacturing environment Ability and willingness to acclimate to the company culture and development goals Demonstrated ability in conflict resolution and de-escalation tactics; ability to approach difficult conversations with professionalism and empathy Self-starter; ability to work with little to no supervision Active listener; excellent communication and interpersonal skills Proven customer support experience Strong professional writing skills Ability to prioritize workload, work under pressure, and manage time effectively to handle multiple tasks daily Diplomatic and efficient working with multiple departments and a variety of customers Accuracy in data entry Familiarity with Customer Service systems and best practices Ability to understand and follow end to end processes in an environment of technical operations

Essential duties and responsibilities may include, but are not limited to the following:

Display an ethical and positive attitude and contribute to team success Build, establish, and maintain a positive relationship with customers and internal departments Respond to customer inquiries promptly, professionally, and with sufficient detail via email, phone, and in-person Provide order information including but not limited to quotes, status updates, product availability, and delivery schedules Display empathy for customer concerns and handle situations with the company and customer's best interest in mind Upload and download data and information from customer portals Enter sales orders in the company's ERP system Coordinate with internal departments to support expedite requests and create recovery plans for delinquent orders Investigate and attempt to resolve customer issues in alignment with company policies, procedures, and work instructions Facilitate customer meetings onsite, on phone, or video conferencing Actively participate in status meetings to gather and report information to customers Conduct customer tours detailing our fabrication process, identifying each program on the production floor and answering questions about our capabilities Compose articulate emails detailing status updates to customer with limited input from supervisor Perform ad hoc projects and other duties as assigned
Management reserves the right to assign and/or reassign duties and responsibilities to this job at any time. This job description is designed to outline primary duties, qualifications and job scope, but does not limit team members nor the Company to the work identified above.