Production Control​/Customer Support Coordinator

Position Summary

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

Pay Range: $21‑$24 per hour DOE

• Resolve customer requests, questions, and complaints, frequently requiring analysis of situations to determine best use of resources.
• Serve as the customer focal point for all questions, concerns, and problem resolution.
• Liaise between the customer and various departments throughout the facility.
• Coordinate customer short flows, AOGs (aircraft on ground), negotiating due dates when on‑time delivery is in jeopardy.
• Communicate with Production, Scheduling, Shipping and Purchasing to acquire dates to report to customers.
• Proactively review 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 POs with customers to ensure all information meets NADCAP and Company requirements.
• Relay customer changes; address locations, contacts, and other important information to proper personnel.
• Serve as the main contact and resident expert for each assigned customer regarding contract requirements, lead‑times and individual needs.
• Review all P.O.C.’s and new order entry reports and apply changes or coordinate with others to determine required actions.
• Utilize ERP system to research and analyze customer situations.
• Maintain hands‑on status and handle delinquencies; know plant position and projected delivery date.
• Identify potential problems, analyze and propose alternatives for resolution to prevent on‑time delivery jeopardy.
• Request, charge and track expedite costs as required.
• Coordinate the efficient flow of product through the manufacturing process and utilize capacity management techniques.
• Support long‑term relationships with customers as a goodwill ambassador and problem‑solver.
• Work independently under minimal supervision and support team objectives.
• Cross‑train and support customer service team objectives as required.
• Apply Company policies and procedures, supporting total customer satisfaction, quality products and services, lean processes, continuous improvement, on‑time delivery, safety, teamwork, accountability and respect for people.
• Occasionally work in another Sonaca North America facility to accommodate customer requirements.

• Minimum of 4 years’ experience in customer service in manufacturing or related industry; aerospace experience 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, PowerPoint) and SAP or similar ERP systems.
• Ability to develop win‑win relationships with customers.
• Ability to work effectively in a team‑based environment and present information to individuals or groups.
• Ability to solve practical problems using standard operating procedures.
• Ability to interpret written, oral, and diagram information to determine best action among alternatives.
• Strong analytical skills, organization, prioritization and follow‑through.
• Understanding of process flows, lead‑times, lean principles, and production control functions.
• Ability to learn each product line’s capabilities and limitations.

• 401(k) retirement savings plan with company match.
• Competitive wages.
• Paid holidays, paid time off.
• Medical, dental, vision, life, and accidental insurance.
• Short‑term and long‑term disability.
• Employee assistance plan.
• Wellness program.
• Tuition assistance (subject to eligibility, terms, and conditions).

Sonaca North America does not ask for any financial commitments from candidates as a pre‑employment requirement and will always require candidates to formally apply for positions via the Careers Page or job postings. Sonaca North America has no responsibility for fraudulent offers. If you believe you have been a victim of a fraudulent job offer concerning Sonaca North America, please e‑mail

Sonaca North America is an equal employment opportunity employer. Consistent with applicable law, Sonaca North America provides access and opportunities to those with disabilities, including providing reasonable accommodation to individuals with disabilities and disabled veterans who seek to access the company’s online application system. Sonaca North America is an E‑Verify Employer.