Customer Service Coordinator

Customer Service Coordinator

Industry: Aerospace Manufacturing
Shift: 1st Shift

Position Summary

The Customer Service Coordinator is responsible for supporting customer accounts by providing exceptional service, managing order activity, and ensuring customer satisfaction. This role serves as the primary point of contact for assigned accounts, handling quotations, order status, warranty and maintenance agreements, delivery coordination, and issue resolution. The ideal candidate will have strong customer service skills, excellent attention to detail, and experience in a manufacturing or aerospace environment.

Key Responsibilities

Customer Account Management

• Manage assigned customer accounts, including product, service, warranty, maintenance agreements, and purchase orders.
• Build and maintain strong customer relationships through responsive and professional communication.
• Respond to customer inquiries and resolve customer service issues in a timely manner.
• Prepare and submit customer correspondence while maintaining confidentiality.

Quotations & Order Support

• Respond to requests for quotations (RFQs) and coordinate with pricing and estimating teams.
• Review pricing for accuracy and reasonableness before submitting quotations and proposals.
• Answer customer questions regarding quotations and proposals.

Order Coordination

• Collaborate with internal departments including Quality, Shipping/Receiving, Accounting, Order Entry, Planning, and Production to resolve customer issues.
• Prioritize customer requests and communicate realistic production and delivery timelines.
• Monitor order and shipment status and provide customers with accurate delivery updates.

Accounts & Issue Resolution

• Coordinate with Accounts Receivable to monitor customer account status and invoice payments.
• Support collection efforts when necessary.
• Investigate and resolve customer complaints, shipment issues, damaged goods, late deliveries, and order discrepancies.
• Research documentation and historical records to determine appropriate resolutions.

Required Qualifications

• Previous customer service experience in a manufacturing or aerospace environment.
• Strong data entry and administrative skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and organizational abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Self-motivated with a willingness to learn and take initiative.
• Proficiency with Microsoft Word and Excel.
• Experience working with databases, ERP systems, or mainframe systems preferred.

Preferred Skills

• Manufacturing or aerospace industry experience.
• Experience supporting customer accounts, purchase orders, quotations, and order fulfillment.
• Familiarity with warranty or maintenance agreement administration.
• Strong attention to detail and commitment to customer satisfaction.