Technical Customer Service Representative

JOB FUNCTION: The OEM Customer Service Representative serves as the primary point of contact for OEM customers in the industrial and aerospace sectors. This position is responsible for managing customer accounts, processing orders, coordinating with internal departments, and ensuring that all customer needs are met.

JOB DUTIES

• Serve as the main liaison for OEM and aerospace accounts, ensuring clear and timely communication on order status, delivery schedules, and product information.
• Process customer orders, quotations, and change requests accurately and efficiently in the NetSuite ERP system.
• Monitor open orders to ensure on-time delivery and proactively communicate any delays or changes.
• Analyzes transactions, adjusts errors, and creates return authorizations.
• Maintain accurate customer account records, including contact information, shipping preferences, and special requirements.
• Expedites product, on behalf of customer, within internal supply chain.
• Coordinates with other regional sales centers to satisfy customer’s order.
• Support continuous improvement initiatives to enhance customer satisfaction and service efficiency.
• Gathering/requesting and submitting documentation required by customer.
• Coordinates with Regional Sales Manager to ensure company pricing strategies are aligned within quotations.

• KNOWLEDGE & SKILLS:
• Strong verbal and written communication skills with a professional demeanor.
• Exceptional attention to detail and organizational skills, particularly with aerospace documentation and compliance records.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Technical aptitude and willingness to learn product specifications and applications.
• Problem-solving and conflict-resolution skills to handle customer issues effectively.

EDUCATION & EXPERIENCE:

• Associate degree in a business related field; Bachelor’s degree preferred.
• 5 years of customer service experience in an industrial, aerospace, or manufacturing environment.
• Experience supporting OEM accounts, especially those requiring traceability and regulated documentation.
• Proficiency with ERP systems and Microsoft Office Suite.