What are the responsibilities and job description for the Customer Support Representative (CSR) – Aerospace position at Masterbilt, Inc.?
Description
Masterbilt Inc. is a leader in precision manufacturing, renowned for our innovative approach and unwavering commitment to excellence. Since our founding, we have continuously pushed the boundaries of CNC machining, providing cutting-edge solutions to a wide range of industries. Our world-class facilities and dedicated team ensure that each project meets the highest standards of quality, precision, and customer satisfaction.
Position Overview:
As a Customer Support Representative (CSR) at Masterbilt Inc., you will play a pivotal role in managing customer relationships, overseeing order processing, and ensuring that contracts are administered with exceptional service. You will be the primary point of contact for assigned external customers, handling complex issues, and contributing to long-term strategic planning for customer accounts and products. This role involves working closely with internal teams and customers to ensure seamless operations, from order entry to fulfillment.
Requirements
Key Responsibilities:
- Process customer orders and manage contracts, delivering superior service and addressing customer needs.
- Handle complex issues, participate in long-term planning, and contribute to sales strategies for assigned products and customer accounts.
- Serve as the primary interface for assigned external customers, ensuring objectives are met and maintaining strong, positive relationships.
- Collaborate with Materials Managers, Operations Managers, and Production Managers to manage the order process, resolve issues, and align customer portals as necessary.
- Oversee the entire fulfillment process, including financial, contractual, export, and legal aspects, ensuring compliance with company and customer requirements.
- Conduct regular provisioning and program reviews with customers, ensuring alignment on goals and performance.
- Respond promptly to all customer inquiries, including order processing, purchase order amendments, and contract modifications.
- Identify and communicate customer concerns, working to resolve issues effectively and maintain satisfaction.
- Stay updated on product knowledge and anticipate future customer needs to provide proactive support.
- Monitor special programs and work with customers to coordinate both internal and external resources to ensure successful outcomes.
- Analyze customer order practices, identifying trends and unusual behaviors, while reducing constraints to prioritize operational efficiency.
Qualifications:
- Bachelor’s degree from an accredited university or college, or a high school diploma/GED with at least 4 years of experience in fulfillment operations or customer service.
- At least 3 years of customer service experience, preferably within a manufacturing environment.
- Familiarity with aerospace industry practices, including process data, data exchange, and closed-loop systems, is highly desirable.
- Experience in an industrial setting with demonstrated ability to work well with people and utilize advanced computer skills.