Senior Customer Support

This is a senior-level individual contributor position with no direct reports. The Senior Customer Support professional will take ownership of customer orders, account activity, delivery commitments, invoicing, escalations, and day-to-day communication while partnering closely with Production, Planning, Purchasing, Quality, Engineering, Shipping, and Sales.

The ideal candidate will have previous customer service or account management experience within a contract manufacturing, precision manufacturing, sheet metal, machining, electronics, semiconductor, or similar manufacturing environment.

• Serve as the primary customer service contact for assigned customer accounts.
• Manage customer orders from initial receipt through production, shipment, and delivery.
• Review customer purchase orders for accuracy, including pricing, quantities, part numbers, revisions, delivery dates, and special requirements.
• Prepare, review, and process customer invoices, and assist with resolving billing or invoicing discrepancies.
• Enter and maintain sales orders and customer information within the ERP/MRP system.
• Monitor open orders, production status, and delivery commitments.
• Provide customers with accurate updates regarding order status, lead times, schedules, shipments, and potential delays.
• Coordinate closely with Production Planning, Purchasing, Quality, Engineering, Shipping, and other departments to support customer requirements.
• Proactively identify potential scheduling, material, production, or delivery issues and communicate them appropriately.
• Handle escalated customer issues and coordinate internal resources to reach timely resolutions.
• Manage customer requests for expedites, order changes, reschedules, cancellations, returns, and other account requirements.
• Review customer forecasts and changing demand requirements and communicate relevant information internally.
• Maintain accurate customer records, order notes, correspondence, and supporting documentation.
• Support customer portals and customer-specific reporting requirements.
• Build and maintain strong relationships with customers while developing a thorough understanding of their products, programs, and expectations.
• Assist with resolving discrepancies involving pricing, quantities, shipments, documentation, or delivery.
• Work closely with internal teams to improve communication, customer satisfaction, and on-time delivery performance.
• Serve as a senior resource within the customer support function while maintaining direct ownership of assigned customer accounts.

• 5+ years of customer service, account management, order management, or related experience.
• Previous experience within a manufacturing environment strongly preferred.
• Contract manufacturing, precision sheet metal, machining, semiconductor, electronics, or similar manufacturing experience highly desirable.
• Strong understanding of manufacturing workflows, production schedules, lead times, materials, and delivery requirements.
• Experience processing and managing customer purchase orders.
• Previous invoicing experience, including invoice preparation, review, processing, and discrepancy resolution.
• Experience working with ERP or MRP systems.
• Strong Microsoft Excel and Outlook skills.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple accounts, priorities, and deadlines.
• Strong problem-solving skills and the ability to resolve customer issues professionally.
• High attention to detail and accuracy.
• Ability to communicate effectively with customers as well as Production, Planning, Quality, Engineering, Purchasing, and Shipping teams.
• Ability to work independently and take ownership of customer issues from start to resolution.

• Previous experience with a contract manufacturer.
• Experience supporting OEM customers.
• Experience with in precision sheet metal fabrication or related manufacturing.
• Knowledge of purchase orders, forecasts, work orders, production schedules, RMAs, and customer portals.
• Experience supporting complex or high-value customer accounts.
• Bilingual in English and Spanish is a plus.