Customer Service Representative

Job Summary:

The Customer Service Representative will serve as the primary point of contact for customers by managing communications, coordinating project schedules, processing quotations, and ensuring timely support throughout the repair process. This role requires strong customer service, organization, communication, and problem-solving skills while working closely with internal departments including production, quality, accounting, purchasing, and business development.

The ideal candidate is motivated, detail-oriented, and capable of managing multiple projects and customer accounts in a fast-paced environment while maintaining professionalism and exceptional customer support.

Duties/Responsibilities:

· Daily communication via phone and email with assigned customer accounts

· Respond promptly and professionally to customer inquiries and concerns

· Manage incoming phone calls and emails, redirecting inquiries as needed

· Coordinate project schedules and provide status updates to customers

· Work closely with production, quality, accounting, purchasing, and business development.

to ensure timely project completion

· Maintain accurate customer records, project updates, and communication logs within company databases

· Prepare and process work order quotations, estimates, and reports

· Understand customer needs and route requests to the appropriate departments

· Build and maintain positive, long-lasting relationships with customers and vendors

· Research new and existing service opportunities through customer interactions and industry awareness

· Support company quality goals through timely communication, scheduling, and deliveries

· Ensure clear, accurate, and professional communication internally and externally

Required Skills/Abilities:

· Excellent verbal and written communication skills

· Excellent interpersonal and customer service skills

· Strong organizational skills and attention to detail

· Excellent time management skills with the ability to meet deadlines

· Strong active listening, analytical, and problem-solving skills

· Ability to prioritize tasks and multitask effectively

· Ability to function well in a high-paced and occasionally stressful environment

· Strong collaboration skills with the ability to work independently and within a team

· Proficient with Microsoft Office Suite, Outlook, Adobe, and company database systems

· Professional phone and email etiquette

Training Requirements:

· Company Database Training

· Job Specific SOP Training

· Some ITAR/EAR Compliance Training

· Phone/Email Etiquette Training

· CUI Certification

Education/Experience Requirements:

High School Diploma or equivalent or experience in Customer Service for 2 years

Physical Requirements:

Work is performed in an office environment and requires the ability to operate standard office equipment and keyboard. Substantial movements (motions) of the wrists, hands, and fingers. The Customer Service Representative is required to have close visual proximity to a computer to perform daily duties. Ability to lift up to 30lbs.