Senior Customer Service Representative

About the Company:
Our mission is to provide our customers with the highest quality and best delivery of products and services that meet or exceed expectations. We are dedicated to remaining at the forefront of the custom rubber molded components industry through continual improvement and innovation with the use of engineered manufacturing techniques.

• ISO 9001:2015 Certified Quality Management System.
• AS9100:2016 Certified Quality Management System.
• DOD Registered.
• NIST 800-171 compliant.
• ITAR Registered.

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:

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