Customer Service Representative

Job Title

Customer Service Representative

The Customer Service Representative plays a key role as the primary point of contact for assigned customers, resolving requests, questions, and complaints while ensuring 100% on-time delivery. This position serves as a liaison between customers and internal departments to coordinate the efficient flow of materials, orders, and information through the manufacturing process. The role requires strong analytical skills, proficiency with ERP systems and Microsoft Office, and the ability to manage complex order requirements in a fast-paced production environment.

The successful candidate will act as a goodwill ambassador, building long‑term customer relationships and supporting continuous improvement, quality, and lean principles across the organization.

• Resolve customer requests, questions, and complaints by analyzing each situation and determining the best use of available resources.
• Serve as the primary focal point for assigned customers, handling all questions, concerns, and problem resolution.
• Act as a liaison between customers and internal departments, including production, scheduling, shipping, and purchasing, to ensure clear communication and alignment.
• Coordinate with plant personnel to facilitate the flow of materials, tooling, paperwork, and related items in and between work centers to support 100% on-time delivery.
• Manage and coordinate customer short flows and AOG (aircraft on ground) orders, including negotiating due dates when on-time delivery is at risk.
• Communicate regularly with production, scheduling, shipping, and purchasing teams to obtain accurate dates and status updates to report back to customers.
• Proactively review all delivery schedules using system-generated reports and customer portals, identifying and addressing potential issues before they impact delivery.
• Review customer sales orders, identify FAI (First Article Inspection) orders, verify pricing, and confirm lead times on sustaining orders.
• Manage incomplete purchase orders with customers to ensure all required information meets NADCAP and internal company requirements.
• Relay customer changes, such as address, location, contact details, and other critical information, to the appropriate internal personnel in a timely manner.
• Serve as the main contact and resident expert for each assigned customer regarding contract requirements, specific customer needs, lead times, and related issues.
• Review all P.O.C.s and new order entry reports, apply necessary changes, and collaborate with others to determine required actions.
• Use the ERP system to research and analyze customer situations, providing accurate and timely information and solutions.
• Proactively review and manage delivery schedules, maintaining a hands‑on approach to order status and delinquent items.
• Track the status of delinquent orders within the plant, understand their location and projected delivery date, and provide status updates to customers in their preferred format.
• Identify potential problems that may jeopardize on-time delivery, analyze options, and propose alternative solutions.
• Request, charge, and track expedite costs as required to support customer needs and maintain delivery commitments.
• Coordinate the efficient flow of product through the manufacturing process to meet customer demand.
• Utilize capacity management techniques to maximize throughput, reduce constraints, and perform processes necessary to meet customer requirements efficiently.
• Depending on site needs, review, manage, and execute orders to manufacturing to support customer demand.
• Build and maintain long-term relationships with customers, acting as a trusted partner and advocate.
• Act as a goodwill ambassador, liaison, and problem solver for both customers and the company.
• Work independently under minimal supervision while maintaining high standards of performance and accountability.
• Function as a productive, contributing, and responsible member of the customer service team.
• Cross‑train and support broader customer service team objectives as required to ensure coverage and continuity.
• Become familiar with all job tools, standard…