Employment Type: Full-Time Work Environment: In-Person Reports To: Director of Sales & Marketing Location: Apple Valley, CA Customer Service I Job Summary Customer Service manages customer accounts on the transactional side of the business, from quoting parts through order entry and delivery. This role is the day-to-day contact for customers and the PCTI sales team on quotes, purchase orders, schedules, and order status. Reporting to the Director of Sales & Marketing, Customer Service reviews incoming purchase orders against quoted terms before they are entered, keeps customers informed where their orders stand, and works daily with Engineering, Quality, and Production so that parts ship correctly and on time. This role also brings customer feedback back into the business and works with Operations to keep part-number costing accurate. Essential Job Functions - Prepare and issue customer quotes and enter customer orders accurately into the ERP system.
- Communicate as needed by email and phone with customers and the PCTI sales team, providing quotes, order status, and schedule updates.
- Answer inbound calls and emails about order status, lead times, and delivery schedules, and follow up until each question is resolved.
- Review and sign off on all discrete purchase orders before order entry, confirming part number, revision, quantity, pricing, delivery date, and quality requirements match the quote.
- Review first article (FA) purchase orders against the quote and sign off after management approval.
- Identify discrepancies between a purchase order and the quote and resolve them with the customer and the sales team before the order is released.
- As needed work with Engineering, Quality, and Production to support quality parts and on-time delivery to external customers.
- Communicate schedule changes, delays, and expedite requests to customers promptly and keep internal teams informed of customer priorities.
- Capture and share voice-of-the-customer feedback, including recurring questions, complaints, and service issues, with sales and management.
- Maintain complete and accurate customer, quote, and order records.
- Learn our different seal series and our commonly ordered seal jacket materials.
- Perform other duties as needed to support customer satisfaction.
Additional Duties - Employees may be required to perform other related duties as assigned to meet business needs.
Minimum Qualifications - High school diploma or equivalent.
- 2+ years of customer service, inside sales, or order management experience, preferably in a manufacturing or business-to-business setting.
- Strong working knowledge of Microsoft Office, including Outlook, Excel, and Word.
- Clear, professional written and verbal communication skills.
- Demonstrated attention to detail when reviewing documents, pricing, and order information.
- U.S. Person status as defined under ITAR / EAR.
Preferred Qualifications - Associate's or bachelor's degree in business or a related field.
- Experience with Microsoft Dynamics 365, Business Central or a comparable ERP system, and with a CRM system.
- Background in aerospace, defense, medical, or industrial manufacturing, including familiarity with AS9100D / ISO 9001 environments.
- Experience reviewing purchase orders for terms and conditions, quality clauses, and flow-down requirements.
- Ability to read basic engineering drawings and understand part numbers and revision levels.
Knowledge, Skills, and Abilities - Sound decision making, with the judgment to know when an issue needs to go to sales or management.
- Strong interpersonal skills and a professional, service-focused approach with customers and coworkers.
- Well organized, with a sense of urgency and the ability to manage many open orders at once.
- Accuracy and follow-through; catches errors before they reach production or the customer.
- Works in partnership with Sales, Engineering, Quality, and Production to serve the customer.
- Strong work ethic and integrity, including honest communication with customers about schedules and delays.
Physical Requirements - Prolonged sitting and extended computer, keyboard, and telephone use throughout the workday.
- Visual acuity sufficient to review purchase orders, drawings, and on-screen data.
- Ability to communicate clearly by phone and in person.
- Occasional walking to the production floor and occasional lifting of up to 25 pounds.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. Work Environment - Office environment with occasional visits to the production floor, where noise and moving machinery are present and appropriate PPE is required.
- Fast-paced, deadline-driven environment supporting aerospace, defense, and industrial customers.
- Frequent interruptions from inbound calls and emails while managing ongoing order work.
- Facility handles ITAR / EAR-controlled technical data; compliance with export-control procedures is always required.
The work environment characteristics described are representative of those encountered while performing essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. Export Control / ITAR Compliance Statement This position may require access to information and items subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Access to such information is restricted to U.S. persons as defined under applicable law. Employment in this position is contingent upon the candidate’s ability to comply with U.S. export control requirements and, where applicable, the company’s ability to obtain any required authorization. Equal Employment Opportunity Statement Polymer Concepts Technologies PBY, Inc. is an Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law. This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required. Employees may be required to perform other related duties as assigned, consistent with business needs.
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