Customer Service Representative

Overview

Title: Customer Service Representative

Location: Auburn, WA

Position Type: Full time

Requisition : R0013799

Description:

Sonaca North America is driven by a passion for innovation and a commitment to excellence. As a leading provider of aerospace and defense solutions, we are dedicated to making air and space travel safe and sustainable. We have 10 locations across North America and our engineering expertise and operational excellence set us apart from the competition.

Since the beginning in 1948, we have a proven track record of delivering high-quality products and services that are reliable, safe, and efficient. Our team of experts is dedicated to staying ahead of the curve in the aerospace and defense industry, utilizing the latest technologies and processes to ensure that we deliver the best possible solutions to our customers.

We are currently seeking a Customer Service Representative (CSR). The CSR serves as the point of contact with external customers. This position processes sales orders, resolves customer requests, questions and complaints, and maintains positive relations with our customers. The CSR will focus on achieving 100% on-time delivery through proactive management of each sales order.

Pay Range
: $21-$25 per hour

• Resolves customer requests, questions and complaints frequently requiring interaction with systems and an integrated team for the parts/product line.
• Customer focal for all customer questions, concerns and problem resolution.
• Serves as liaison between the customer and various departments throughout multiple facilities.
• Manages and coordinates customer short flows, AOGs (aircraft on ground) including negotiating due dates when on-time delivery is in jeopardy.
• Communicate with Delivery Coordinators for feeder sites and internal sites to advise on delivery dates and current part status.
• Proactively reviews all delivery schedules via system generated reports and customer portals.
• Review customer sales orders, filter FAI orders, verify pricing on all orders, and verify lead time on sustaining orders.
• Manage incomplete PO's with customers to ensure all information meets NADCAP and Sonaca North America requirements.
• Relay customer changes; address, locations, contacts, and other important information to proper personnel.
• Main contact and the resident expert for each assigned customer regarding issues such as contract requirements and specific customer needs, lead-times, etc.
• Review all P.O.C.'s and new order entry reports and apply changes, or work with others as necessary to determine required actions.
• Use ERP system to research and analyze customer situations.
• Proactively review and manage delivery schedules and identify potential problems; propose alternatives and track expedite costs as required.
• Continually work to build a long-term relationship with the customer.
• This role is a goodwill ambassador and acts as liaison and problem solver.
• Work independently under minimal supervision and contribute as a member of the team.
• Cross-train and support customer service team objectives as required.
• Familiar with all job tools and applicable procedures and work instructions.
• Supports the Quality Policy, Mission Statement and other policies by contributing to total customer satisfaction, quality products and services, lean processes, continuous improvement, on-time delivery, safety, teamwork and respect for people.
• May occasionally work in another facility to accommodate customer requirements or adjust for variation in workflow.

• Minimum of 4 years' experience in customer service in manufacturing or related industry. Aerospace experience preferred. Background in manufacturing environment preferred.
• Associate degree or high school diploma with equivalent years of experience in customer service, engineering, or materials management required.
• Experience with Microsoft Office;
  Outlook, Word, Excel, and PowerPoint.
• Experience with SAP or other ERP systems.
• Ability to develop win-win relationships with customers.
• Ability to work effectively in a team-based environment.
• Ability to effectively present information and respond to questions…