Customer Service Representative - Defense

Customer Service Representative - Defense

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Provides exceptional support for clients and stakeholders in defense programs. This role ensures all customer interactions and processes comply with the specific requirements and regulations governing defense contracts, including federal standards and security protocols. Responsibilities include ensuring customer orders received are correct and contain required information, communicating with customers by phone and email, entering orders into the ERP system, confirming account and product setup, and updating customers on order status or delays.

This position serves as a bridge between Hyperion sales representatives and operations teams responsible for planning, fulfilling orders, shipping, and logistics. The CSR serves as a key point of contact for inquiries, issue resolution, and process guidance, upholding the integrity and confidentiality required in the defense sector. This position will be hybrid in Columbus, OH;
Latrobe, PA; or West Branch, MI.

• Receives customer orders from the customer directly, or from a Defense sales team member.
• Confirms that customer purchase orders conform to Hyperion and defense requirements. Verifies their accuracy against the customer pricing and/or quotation.
• Enters orders in ERP accurately and timely to ensure the customer order is executed.
• Maintains comprehensive knowledge of contract terms, conditions, and compliance requirements, ensuring accurate and compliant communication with customers.
• Verifies that customers who place orders are properly set up in M3 as a customer and coordinates with stakeholders to ensure new customer setup is completed.
• Verifies product setup for new and existing product purchases; if products are not set up, coordinates with the plant to ensure products are properly set up for execution.
• Verifies customer pricing is set up for the products that are on the purchase order and coordinates set up with the business.
• Assesses which is the appropriate order flow and manages the order entry process to ensure accurate transactions across business entities.
• Delivers order confirmation to the customers.
• Coordinates with internal teams (e.g., compliance, legal, operations) to resolve customer issues and ensure adherence to defense contract protocols, engaging with logistics, planning, and other operations functions to accelerate issue resolution.
• Responds promptly and professionally to customer inquiries related to defense contracts via phone, email, and other communication channels. Researches, strives to resolve, and elevates as appropriate. Communicates issue updates to the defense sales team or directly to the customer.
• Documents all customer interactions and maintains detailed records in accordance with federal and company data retention policies.
• Participates in order reviews with operations with the goal of ensuring upcoming orders are on‑track.
• Monitors upcoming orders to confirm they are on‑track.
• Executes ERP updates related to customer delivery dates, following input from operations.
• Resolves customer claims regarding credit and billing.
• Establishes, maintains, and updates physical customer files that may be audited for compliance with defense regulations.
• Monitors contract performance and proactively identifies potential compliance risks, escalating concerns as needed.
• Assists customers in navigating contract requirements, security clearances, and regulatory obligations specific to defense contracts.
• Supports audit and review processes by providing timely and accurate documentation as requested.
• Participates in ongoing compliance training and stays updated on changes to defense contract regulations and standards.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma; BS Degree in Communications, Operations, Business, Sales or…