Customer Service Representative; Level 2

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50 - SALES & MARKETING Full Time Professional Sparks, MD, US

4 days ago Requisition

Salary Range: $70,000.00 To $83,000.00 Annually

Sparks, MD, US

iRF - Intelligent RF Solutions is a leader in providing tailored solutions for SIGINT and Electronic Warfare (EW) missions. We understand our customers’ challenges and use our expertise to create solutions. We are not just a supplier, but a problem-solving partner with a strong foundation in supporting global defense and intelligence missions.

We are dedicated to attracting high-achieving individuals. Our team members are bound by a common purpose - commitment to our customers’ missions. Our culture is anchored in our steadfast values, our collaborative spirit, and a relentless pursuit of excellence.

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all essential functions, duties and skills required of personnel so classified. Management retains the discretion to add or change the duties at any time.

Reporting to the Sales Manager, the Customer Service Representativ
e will provide excellent Account Management including contract review, order entry, RMA processing, lead time and backlog reporting, scorecard data and measurements, and customer documentation. This role serves as the primary point of contact for customers on order status, expediting, and returns, while maintaining the accuracy and compliance standards required.

Essential Functions:

• Account Management & Customer Communication
• Team player who builds relationships with internal and external customers
• Primary customer contact for order management and expediting
• Manage expectations between customers and iRF on lead times, expedite requests, and product availability
• Manage customer scorecards
• Report to management on account on-time delivery status, quality score, and customer disposition

Order Entry & Management

• Enter and process customer purchase orders accurately into the ERP system
• Perform contract review to verify order details (part numbers, quantities, pricing, delivery dates, terms) against customer POs and contracts
• Confirm orders with customers and communicate lead times, changes, or delays proactively
• Work with other functions (planning, production, quality, shipping) to manage customer orders, expedite orders, and recover late orders
• Track open orders and backlog, following up on outstanding items to prevent delays

  RMA & Returns Processing

  • Generate and process Return Merchandise Authorizations (RMAs)
  • Coordinate with quality, engineering, and shipping to determine return disposition (repair, replace, credit)
  • Track RMA status and communicate updates to customers through resolution

  Documentation & Process Improvement

  • Prepare and maintain order-related documentation (acknowledgments, packing lists, certificates of conformance, export documentation as applicable)
  • Ensure documentation complies with contract requirements, quality system procedures (ISO 9001) and export control regulations (ITAR/EAR) as applicable
  • Maintain organized, audit-ready records of orders, communications, and RMAs
  • Work with appropriate resources to improve processes

  Required Qualifications:

  • Bachelor’s Degree and a minimum of 2 years of prior related experience in sales and/or customer service or 2 years post-Secondary/ Associates Degree and a minimum of 6 years of prior related experience in sales and/or customer service.
  • Must be able to obtain/maintain any required export control eligibility (e.g., U.S. Person status for…