Customer Service Representative - EZ01

SUMMARY

The Customer Service Representative is responsible for managing customer accounts and programs to ensure expectations are met through consistent coordination with internal teams and direct customer communication. This role supports on-time delivery of conforming parts by maintaining visibility into order status, resolving issues, and ensuring alignment between customer requirements and operational execution.

ESSENTIAL FUNCTIONS

• Serve as the primary point of contact for customer inquiries via phone, email, and in-person communication, providing accurate and timely updates
• Coordinate with internal departments to resolve customer issues, ensure alignment on priorities, and support on-time delivery of services
• Review and verify customer purchase orders against internal work orders to ensure compliance with process and contractual requirements
• Provide regular status updates to customers regarding order progress, timelines, and any potential delays
• Monitor active orders, including daily review of on-site work, to track completion status against scheduled delivery dates
• Identify and resolve issues causing delays, including orders on hold or exceeding lead times, and escalate as necessary
• Handle customer concerns and complaints, ensuring timely resolution and overall customer satisfaction
• Maintain accurate documentation and reporting related to customer orders and communication
• Support continuous communication between departments to ensure customer expectations are clearly understood and met
• Perform additional duties as assigned

KNOWLEDGE

• Customer service principles within a manufacturing or aerospace environment
• Order management, work order flow, and production coordination processes
• Basic understanding of quality and delivery requirements in regulated industries
• Microsoft Office Suite and CRM systems
• Export control awareness, including ITAR/EAR requirements

COMPETENCIES

• Strong communication skills, both written and verbal
• Ability to manage multiple priorities in a fast-paced environment
• Problem-solving and conflict resolution skills
• High attention to detail and organizational ability
• Customer-focused mindset with a sense of urgency
• Ability to work both independently and collaboratively

EXPERIENCE AND EDUCATION

• High school diploma or equivalent required; bachelor's degree in business or related field preferred
• Previous customer service experience required, preferably in aerospace or manufacturing environments
• Experience working with ERP or CRM systems preferred
• Familiarity with regulated environments (ITAR/EAR) preferred

WORKING CONDITIONS

• Office-based, on-site environment within an operational setting
• Frequent interaction with internal departments and external customers
• Standard business hours with occasional need for schedule flexibility to meet customer demands
• Frequent use of computers and standard office equipment

WORK AUTHORIZATION/SECURITY CLEARANCE

• U.S. Citizen or Permanent Resident
• If a Security Clearance is required:
  • Candidates "must/may need" to be able to obtain and maintain a DoD Security Clearance
  • Successful candidates must be able to secure Program Access approval