Customer Service Representative

Acra Aerospace is seeking a Customer Service Representative to serve as a primary point of contact for our customers and clients. This role owns the day-to-day customer relationship — processing RFQs and quotes, answering product and order questions, resolving concerns, and proactively reaching out to customers to understand their evolving business needs. The ideal candidate combines strong communication skills with the organization and systems proficiency (including Epicor ERP) to manage a high volume of customer accounts and transactions accurately.

Key Responsibilities

• Communicate with clients and customers about their experiences with Acra Aerospace products and services.
• Answer client and customer questions about properly using or accessing a product or service, and refer issues or questions to management when necessary.
• Listen to customer and client complaints or concerns and work to resolve their issues, maintaining a positive attitude throughout.
• Process orders and transactions, including Requests for Quote (RFQs), and provide accurate, timely quotes.
• Identify and assess customers’ needs to achieve satisfaction; build sustainable relationships and trust with customer accounts through open, interactive communication.
• Provide proactive customer outreach — following up on quote feedback, reviewing historical transactions, and identifying customers’ evolving business needs.
• Collect and analyze customer feedback, including personal follow-up with customers on their service experience, and document suggestions for potential improvements.
• Manage a high volume of incoming phone calls and respond to customer inquiries promptly and professionally.
• Open new customer accounts and attract customers by promoting Acra Aerospace’s products and services positively, answering questions and addressing concerns as they arise.
• Recommend products to meet customers’ needs and generate sales leads.
• Prepare product and customer reports by gathering and organizing data collected during customer interactions.
• Track customer service KPIs and metrics to support continuous improvement.

Required Qualifications

• 2+ years of customer support experience or experience as a Client Service Representative, preferably in a manufacturing, aerospace, or defense environment.
• Experience with Epicor ERP required.
• Track record of meeting or exceeding performance quotas and KPIs.
• Strong phone contact-handling skills and active listening.
• Demonstrated ability to independently process RFQs, quotes, and customer orders accurately.
• Excellent verbal, written, and presentation communication skills.
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.

Preferred Qualifications

• Prior experience in aerospace, defense, or precision manufacturing industry.
• Familiarity with additional CRM platforms and practices.
• Experience generating sales leads or supporting business development.
• Experience preparing customer and product reports from CRM/ERP data.
• Knowledge of applicable products and markets.

Required Education and Experience

• High school diploma or equivalent.
• Epicor ERP system experience.

Preferred Education and Experience

• Associate’s or Bachelor’s degree in Business, Communications, or a related field (Preferred).
• Experience with additional CRM/ERP platforms.

Additional Eligibility Requirements

• Interpersonal skills.
• Organizational skills.
• Analytical skills (troubleshooting).

Communication and analytical skills are beneficial when resolving customer concerns and identifying account or process improvements.

Physical Requirements

• Ability to sit for extended periods and use a computer and telephone.
• Manual dexterity sufficient to operate a keyboard, telephone, and other standard office equipment.
• Ability to hear and speak clearly to…