This is a senior-level individual contributor position with no direct reports. The Senior Customer Support professional will take ownership of customer orders, account activity, delivery commitments, invoicing, escalations, and day-to-day communication while partnering closely with Production, Planning, Purchasing, Quality, Engineering, Shipping, and Sales.
The ideal candidate will have previous customer service or account management experience within a contract manufacturing, precision manufacturing, sheet metal, machining, electronics, semiconductor, or similar manufacturing environment.
Key Responsibilities
· Serve as the primary customer service contact for assigned customer accounts.
· Manage customer orders from initial receipt through production, shipment, and delivery.
· Review customer purchase orders for accuracy, including pricing, quantities, part numbers, revisions, delivery dates, and special requirements.
· Prepare, review, and process customer invoices, and assist with resolving billing or invoicing discrepancies.
· Enter and maintain sales orders and customer information within the ERP/MRP system.
· Monitor open orders, production status, and delivery commitments.
· Provide customers with accurate updates regarding order status, lead times, schedules, shipments, and potential delays.
· Coordinate closely with Production Planning, Purchasing, Quality, Engineering, Shipping, and other departments to support customer requirements.
· Proactively identify potential scheduling, material, production, or delivery issues and communicate them appropriately.
· Handle escalated customer issues and coordinate internal resources to reach timely resolutions.
· Manage customer requests for expedites, order changes, reschedules, cancellations, returns, and other account requirements.
· Review customer forecasts and changing demand requirements and communicate relevant information internally.
· Maintain accurate customer records, order notes, correspondence, and supporting documentation.
· Support customer portals and customer-specific reporting requirements.
· Build and maintain strong relationships with customers while developing a thorough understanding of their products, programs, and expectations.
· Assist with resolving discrepancies involving pricing, quantities, shipments, documentation, or delivery.
· Work closely with internal teams to improve communication, customer satisfaction, and on-time delivery performance.
· Serve as a senior resource within the customer support function while maintaining direct ownership of assigned customer accounts.
Qualifications
· 5+ years of customer service, account management, order management, or related experience.
· Previous experience within a manufacturing environment strongly preferred.
· Contract manufacturing, precision sheet metal, machining, semiconductor, electronics, or similar manufacturing experience highly desirable.
· Strong understanding of manufacturing workflows, production schedules, lead times, materials, and delivery requirements.
· Experience processing and managing customer purchase orders.
· Previous invoicing experience, including invoice preparation, review, processing, and discrepancy resolution.
· Experience working with ERP or MRP systems.
· Strong Microsoft Excel and Outlook skills.
· Excellent written and verbal communication skills.
· Strong organizational skills with the ability to manage multiple accounts, priorities, and deadlines.
· Strong problem-solving skills and the ability to resolve customer issues professionally.
· High attention to detail and accuracy.
· Ability to communicate effectively with customers as well as Production, Planning, Quality, Engineering, Purchasing, and Shipping teams.
· Ability to work independently and take ownership of customer issues from start to resolution.
Preferred Qualifications
· Previous experience with a contract manufacturer.
· Experience supporting OEM customers.
· Experience within precision sheet metal fabrication or related manufacturing.
· Knowledge of purchase orders, forecasts, work orders, production schedules, RMAs, and customer portals.
· Experience supporting complex or high-value customer accounts.
· Bilingual in English and Spanish is a plus.