Customer Success Manager

Established in 1965, Modelcraft Co. is an AS9100-certified CNC turning and milling job shop that manufactures precision-machined parts for the medical, aerospace, and commercial industries.

Why Work With Us:

• Competitive hourly rate between $19-$27 (based on experience)
• Bonus plan up to 10% of pay based on company performance
• Benefits package including Health and Life insurance
• 401K retirement plan with 4% company match
• Small company environment so you can have a significant impact and real opportunities for growth
• True commitment to a positive work environment and employee satisfaction
• 4/10 Schedule for three day weekends

The Position:

The Customer Service Representative is the main point of contact for our customers and the communication link between the front office and the shop floor. This role is responsible for handling all customer interactions—from initial inquiry through delivery—ensuring that orders are accurate, lead times are clear, and customers are kept informed about the status of their jobs.

Key Responsibilities

Customer Communication

• Serve as the primary contact for all customer calls, emails, and inquiries.
• Respond to questions about quotes, lead times, order status, shipments, and documentation.
• Maintain a professional, friendly, and solution-oriented approach in all interactions.

Order Management

• Enter customer purchase orders into the system accurately and promptly.
• Confirm pricing, quantities, due dates, and special requirements with the customer.

Shop–Customer Coordination

• Communicate customer requirements, changes, and priorities to the production team.
• Track job progress on the shop floor and provide timely status updates to customers.
• Coordinate expedited orders and changes, balancing customer needs and shop capacity.

Quality & Issue Resolution

• Assist with customer complaints, returns (RMA), and nonconformance issues.
• Coordinate with quality and production to gather information and provide clear feedback to customers.
• Help ensure required certifications, inspection reports, or other documents are included with shipments.

Documentation & Systems

• Maintain accurate customer records, contact information, and order history.
• Update notes in the ERP system/CRM (if applicable) with key communications and commitments.
• Generate basic reports (open orders, late orders, etc.) as requested by management.

Shipping & Logistics Support

• Coordinate ship dates with production and shipping.
• Provide customers with tracking information and shipping documents as needed.
• Verify that packing lists and labels match customer requirements.

General Office Support

• Assist with answering main phone line and greeting visitors.
• Support invoicing, AR follow-up, or purchasing with customer-related information as needed.
• Perform other related duties to support the smooth operation of the front office.

About You:

Qualifications

• Background: High school diploma (or equivalent) plus 2 years in customer service, inside sales, or office work; manufacturing or machine shop experience preferred.
• Technical aptitude: Comfortable with computers (Outlook, Excel, Word, email), data entry, and ideally ERP/order systems; willing/able to learn basics of machining, fabrication, and reading prints/drawings.
• Soft skills: Strong communication (written and verbal), high attention to detail, organized, able to multitask, and maintains a professional, calm demeanor in time-sensitive or customer-facing situations.
• We are continuing to grow and expand the business and it's an exciting time to join the team. If you are looking to join a small yet stable, supportive, and growing company that values its employees, we want to hear from you Learn more about Modelcraft at

Job Type: Full-time

Pay: $ $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• Bachelor's (Preferred)

Work Location: Hybrid remote in Plymouth, CT 06782

Salary : $19 - $27