Customer Service Representative

Customer Service Representative - Aerospace

Summary: Act as the primary commercial company contact with customers. Review customer and supplier contracts. Manage order scheduling and document control.

Duties and Responsibilities include the following:

• Review and analyze purchase orders and contracts for contractual requirements, obligations, customer flow downs and stipulations.
• Recommend customer and supplier contract provisions and amendments. 
• Negotiate contract terms, conditions and payment structures. 
• Ensure federal, state and local legal requirement compliance and company policies are followed.
• Maintain document control in print and digital format.
• Print & distribute controlled documents.
• Maintain confidentiality regarding sensitive information and documents.
• Maintain record retention timelines.
• Respond to various customer emails and phone calls to manage orders and enquiries.
• Upon receipt of orders, gather the information necessary to prepare a quotation, which includes pricing, production lead time and terms and conditions.
• Deliver quotations to customers, follow up, track and report customer service performance metrics.
• Receive, review, and enter purchase orders into the MRP system, and distribute job travelers to appropriate personnel.
• Prepare shipping documents including pack slips, certifications, test reports, labels ensuring accuracy.
• Daily notification of customer shipments to customers with tracking information.
• Track and reconcile customer score cards.
• Monitor and actively manage customer portals.

Skills:

• Maintain confidentiality with customer, supplier and company information. 
• Account management of customer accounts including customer contact, communication, positive, respectful, and professional communication at all times.
• Excellent written and verbal communication skills.
• Time-management skills.
• Ability to perform under pressure.
• Excellent computer skills, including Excel, Outlook, Word, and manufacturing MRP experience.
• Attention to detail.
• Interpersonal and customer service skills.
• Analytical and problem-solving skills to diagnose problems and recommend effective solutions.
• Multitasking and organizational skills.
• Teamwork skills to collaborate with representatives and coworkers in other departments.

Education/Experience:

• Previous relevant work experience.
• Aerospace, DOD, Government contracts experience preferred.
• ITAR, AS9100, ISO9001, NIST 800-171 experience preferred.
• Bachelor’s degree.
• Engineering or business preferred.