Customer Service Administrator

POSITION SUMMARY: The Customer Service Administrator is responsible for serving as the primary liaison between customers and internal operations teams to ensure clear communication, timely order status updates, and exceptional customer experience. This role manages customer inquiries through email, phone, and online customer portals, ensuring that commitments are met and information flows efficiently between the manufacturing, purchasing, and sales functions.

 KEY RESPONSIBILITIES: 

• Effectively manage daily communication between customers and site Operations.


• Actively work with the site team to resolve customer issues and improve on-time delivery.


• As needed, coordinate and host all customer meetings both virtual and in person. Preparing any presentations needed as required.


• Provide accurate and timely customer updates on order status, production progress, and delivery schedules.


• Navigate and maintain customer web portals, ensuring that order acknowledgements, shipping notifications, and documentation are accurate and up to date.


• Collaborate closely with operations, planning, and quality teams to track progress and resolve issues affecting delivery timelines or order accuracy.


• Lead weekly or biweekly status reviews with key customers to communicate program progress, risks, and recovery actions.


• Manage customer expectations by proactively identifying potential delays or changes and communicating solutions.


• Monitor open order reports, on-time delivery metrics, and backlog trends to drive accountability and service improvement.


• Support estimating, quoting, and change management activities in coordination with sales and engineering teams.


• Coordinate corrective actions and ensure timely closure of customer complaints or nonconformance reports.


• Maintain customer records, correspondence, and contract terms within ERP and CRM systems.


• Partner with the leadership team to identify opportunities for process improvement, customer satisfaction, and operational efficiency.

 KNOWLEDGE, SKILLS AND ABILITIES:

• A strong commitment to continuous improvement, quality, and customer satisfaction.


• Proven ability to manage multiple priorities in a fast-paced manufacturing environment.


• Excellent written and verbal communication skills with both technical and non-technical audiences.


• High attention to detail and accuracy in managing documentation, schedules, and customer data.


• Self-starter with demonstrated ownership of results and ability to work independently and collaboratively across teams.


• Strong organizational, analytical, and problem-solving abilities.

 EDUCATION REQUIRED:

• Bachelor’s degree in Business, Supply Chain, (or a related field); or equivalent experience

 EXPERIENCE REQUIRED:

• Minimum of 5 years’ experience in customer service or program coordination within aerospace, defense, or precision manufacturing.


• Familiarity with aerospace customer portals (e.g., Pratt & Whitney, Collins, GE, Rolls Royce) strongly preferred.


• Experience with ERP systems (Epicor, SAP, Oracle, or equivalent) required, 


• Proficiency in Microsoft Excel and Word.


• Demonstrated success in managing customer relationships and balancing competing priorities.