Customer Service Associate

Core Responsibilities:

• Serve as the primary contact for assigned customer inquiries, advocating for customer needs and ensuring their voice is represented across the facility.


• Provide proactive, ongoing communication to keep customers informed of order status throughout the production cycle, anticipating needs and addressing concerns.


• Ensure timely delivery by coordinating logistics and schedules, maintaining accurate delivery and quality metrics in customer portals, and supporting customer scorecard accuracy, contesting OTD and maintaining liquidated damages at the beginning of each month.


• Monitor critical customer parts and schedule disruptions, collaborating with Production, Quality, and Engineering to develop recovery plans and communicate solutions aligned with customer priorities.


• Maintain and update customer demand and forecast data within the ERP system to ensure accuracy and safeguard backlog integrity, including quantities, schedules, and financial values.


• Utilize customer portals to manage quotes, purchase orders, forecasts, schedule changes, shipments, and specifications.


• Review and respond to government solicitations (FAR/DFARS), customer RFQs, order entries, and contract reviews.


• Support proposal development by identifying requirements, evaluating terms and conditions, and coordinating with Sales and cross-functional teams. Ensure accurate data entry in the proposal tracking system.


• Maintain pricing structures on existing contracts per agreement parameters, incorporating customer feedback under the direction of the Customer Service Manager.


• Resolve customer issues promptly, fostering strong relationships and open communication with internal and external stakeholders.


• Collaborate cross-functionally with Legal, Sales, Business Development, Product Management, Production, Engineering, Quality, Shipping, and Accounts Receivable to meet business goals.


• Support Accounts Receivable efforts by resolving discrepancies, facilitating collections, and managing customer payment terms.


• Coordinate customer returns in support of Quality Control under Product Management guidance.


• Partner with the Order Entry team to resolve issues and ensure accurate, efficient order processing.

Qualifications:

• 4+ years of experience in a Account Management or related position, preferably in a manufacturing environment.


• Working knowledge of legal language, contract constructs and terms and conditions commonly used in business contracts and in bid documents including Government FAR and DFARS and export compliance regulations (EAR and ITAR).


• Familiarity with purchase orders, and quoting process preferred.


• Able to work collaboratively with multiple stakeholders, resolve customer complaints and escalate, as appropriate.


• Excellent communication skills, (written and oral) with attention to detail.


• Willing and able to develop long-term relationships internally and externally.


• Good mathematical/quantitative and analytical orientation.


• Position requires tact and high degree of diplomacy; proven negotiation skills.


• Strong computer skills. PC aptitude in a Windows environment (MS Office: Excel, Access, Word, PowerPoint) and ability to learn other software packages. ERP System experience (Syteline a plus).