Customer Service Representative II

Job Title:

Customer Service Representative II

Company:
Our Incora – a leading supply chain solutions business in the aerospace industry.

The Customer Service Representative II supports the company’s mission to deliver high‑quality service and maintain strong customer relationships. The role requires a blend of customer support, order administration, and internal collaboration.

• Maintain a basic working knowledge of sales policies, internal practices, and sales administration work instructions.
• Investigate and reconcile non‑commercial customer issues in partnership with internal teams.
• Perform basic account administration, including RMAs, order prioritization, and release.
• Respond promptly, professionally, and with appropriate detail to customer inquiries regarding order status, product availability, and action plans approved by management.
• Investigate and attempt to resolve customer issues in alignment with company policies, procedures, and work instructions.
• Provide contract administration support as assigned.
• Process, monitor, and release incoming orders, managing internal communication to ensure on‑time delivery.
• Prioritize orders based on urgency, product specifications, and shipping/delivery requirements.
• Assist with material returns (RMAs) and ensure quality flow‑downs for contract review.
• Update customer website and shipping status, ensuring high delivery and quality ratings.
• Issue shopping and inventory locator service requests.
• Enter customer and/or vendor pricing into databases to support sales and vendor quotes.
• Prepare and follow through with customer expedite requests.
• Train or mentor others within the sales department as assigned.
• Perform ad‑hoc projects and tasks as assigned.
• Attend department or company‑sponsored training or meetings as required.

• High School Diploma or GED required.
• 1–3 years of combined sales and customer service experience, preferably within the aerospace industry.
• Strong working knowledge of Microsoft Office (Excel, Word, PowerPoint) and experience using Copilot or other AI tools to enhance productivity.
• Ability to process daily release orders and verify contract compliance.
• Experience with RMA processing and quality flow‑down assurance.
• Excellent communication skills and ability to build and maintain customer relationships through fast, accurate processing of requests.
• Detail‑oriented, organized, and capable of managing multiple priorities and deadlines.

• Competitive salary and benefits package.
• 8 paid holidays with 2 additional floating holidays for all full‑time employees.
• Up to 80 hours of vacation per year for full‑time, non‑exempt employees, increasing with length of service.
• Separate sick time for full‑time, non‑exempt employees; exempt employees receive 80 hours exempt sick time.
• Flex Time policy for exempt employees.
• Two weeks of paid parental leave.
• Employee discount portal (Perkspot) exclusive to Incora employees.
• Employer‑paid Group Life Insurance at 1× salary, STD, and LTD.
• Three (four for California) health plans with competitive premiums for all full‑time permanent employees.
• 401(k) plan with company match.
• Incentive programs available to all employees.

Each of these companies is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other legally protected status. In compliance with the Americans with Disabilities Act, we are committed to providing reasonable accommodations for qualified individuals with disabilities.