Customer Service Representative

Requisition #: BB

Shift: Day Shift

Location:

Benton, ME

The Customer Service Representative (CSR) provides a variety of customer services as the essential driver of customer needs through the business process. They are the liaison between the customer and MT Maine. They are responsible for driving timely execution in matters of quoting, PO and job release, status tracking with open and transparent communication to the customer, and escalation of issues to executives for resolution.

This is a fast-paced position that requires individuals to have the ability to focus and execute in a structured and active environment.

Responsible for coordinating customer requirements, facilitating inquiries, quotes, purchase orders, and customer services account information. Facilitate the process for Contract Review internally at MT Maine. Respond to customer inquiries by researching status of order utilizing their internal resources. Perform work with limited direct supervision. CSR will build and maintain business relationships with customer buyers by providing prompt and accurate service so as to promote customer loyalty.

CSR will play a critical role in providing an interface between customer and MT Maine, and should handle customers in a friendly and professional manner.

• Relay complex service questions from customer to internal departs to provide a prompt response back to the customer.
• Maintain daily requirements for customer through MT Maine ERP Systems
• Ensure all requests for quotes are completed on time and in accordance with company guidelines and policies
• Interface with operations, production control, engineering, and quality to maintain status of existing and pending jobs in order to provide the customer with accurate pricing and manufacturing lead time estimates
• Interface with customers, understand and solve account related issues on a regular basis through phone calls, emails, and other methods
• Work closely with production control and engineering to align jobs with proper documentation to satisfy customer requirements via customer portal or similar required process
• Manage and coordinate the resolution to all customer order complaints and/or non-compliant purchase order issues
• Identify and elevate questionable terms and conditions in contracts or purchase orders to management for resolution
• Complete transactions for price verification, researching part numbers, evaluating lead times, and similar transaction to address customer needs
• Review and address any customer aged receivables with accounting department
• Work with Quality who will be responsible to track and maintain up to date knowledge regarding any and all non-conforming hardware and non-conforming reports, and report back to the customer as needed.
• Perform miscellaneous duties assigned by supervisor
• Adhere to all quality and safety standards

• Associate’s degree in Sales & Marketing or related field and 3 years of experience in a Customer Service Representative role;
  Bachelor’s Degree Preferred
• Must meet the ITAR definition of US Person(s)- documentation required
• Preferred: 3 or more years of experience in direct customer support/service position in an aerospace manufacturing or related environment
• 3 or more years of experience reviewing and interpreting quotes, PO’s and terms and conditions
• Excellent verbal and written communication skills in English
• Ability to communicate professionally verbally and in writing with customer to understand needs and concerns
• Strong administrative skills: organization, time management, planning, and problem solving
• Work with limited direct supervision
• Must exhibit a high level of motivation and a sense of urgency
• Know and understand the needs of internal and…