POSITION TYPE: Full-Time Non-Exempt (Hourly)
RATE: $24.00 - $28.00/hour
BENEFITS:Company sponsored medical, dental and vision insurance; paid time off; flexible spending account and 401(k)

JOB SUMMARY

The Customer Service Representative III is responsible for managing customer relations, regularly acting as liaison between our internal departments and our customers, communicating daily to support customer requirements and on-time delivery. The Customer Service Representative III responds to customer inquiries, helps resolve product/shipment issues, and satisfies customer requests by inputting and managing RFQs (Request for Quote) and Sales Orders and coordinates order changes.

REPORTS TO

The Customer Service Representative III directly reports to the Customer Service Manager

MINIMUM QUALIFICATIONS REQUIRED FOR POSITION

Education, Training, and/or Experience

• U.S. Citizen or Permanent Resident
• High School diploma or equivalent required. Bachelor’s Degree is preferred
• Minimum five years of experience in customer service, sales, or related field required
• Minimum three years of experience in aerospace required
• Proficiency with ERP and Microsoft Office applications (Word, Excel, Outlook)

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job

• 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 25 pounds
• Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus
• Hearing level within normal/average range

ESSENTIAL JOB REQUIREMENTS, SKILLS AND ABILITIES

To perform the job successfully, an individual should demonstrate the following competencies:

• 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
• Self-starter; ability to work with little to no supervision
• Team player with a proactive, positive attitude and strong sense of self‐motivation, accountability, and responsibility
• Active listener; excellent communication and interpersonal skills
• Proven customer support experience
• Strong 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
• Working knowledge of company products, processes, and qualifications; AS9100 and Nadcap

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities 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
• Monitor department workflow to ensure department objectives are met
• Educate and train peers on company policies, processes, and procedures
• Conduct customer tours detailing the company’s fabrication process, identifying each program on the production floor, and answer questions regarding the Company’s capabilities
• Compose articulate emails detailing status updates to customer with limited input from supervisor
• Create Line of Balances/Gantt charts to communicate recovery schedules
• Generate customer service department and customer relation progress reports
• Perform ad hoc projects and other duties as assigned