Customer Service Representative

Pay Rate: $20.33 per hour

Summary:

• Location: Torrance, CA

Responsibilities:

• Serve as the primary point of contact for assigned customers, preparing consistent customer communications, arranging visits, managing weekly customer reviews, and collecting and sharing feedback.
• Manage all aspects of the customer relationship and daily interactions.
• Support Order Management to ensure accurate and timely order processing and returns.
• Oversee the end-to-end order process by partnering with the Global Supply Chain CoE to ensure accurate quotations and timely resolution of order entry errors, and by providing proactive order status communication, coordinating demand changes with planning, and managing customer return processes.
• Understand all executed contract terms for assigned customers through collaboration with the Contracts Team.
• Monitor existing contracts for compliance relative to delivery requirements.
• Develop and maintain customer-specific manuals, as well as key contractual elements.
• Manage customer performance scorecards, resolve performance variances, communicate progress to internal stakeholders, and ensure corrective and preventive actions are aligned with scorecard results.
• Negotiate and manage changes in customer demand to ensure accurate flow down in support of on-time delivery.
• Follow up on quotes and monitor quotes.
• Manage and maintain customer portal data, ensuring accuracy, visibility, and the implementation of process improvements where needed.
• Work closely with Accounts Receivable and customers for quick resolution to contested invoices and deductions.
• Know and apply all terms of Long-Term Agreements for assigned customers. Develop and maintain customer information documents for other team members’ use.
• Work closely with operations and supply chain to ensure Customer On-Time Delivery.
• Proactively identify and communicate customer escalations with internal stakeholders.
• Provide guidance to account managers and other cross-functional team members on company processes and systems to strengthen team capabilities.
• Analyze and solve customer-specific performance issues.
• Develop an internal support plan to meet all customer performance expectations and requirements.
• Lead customer service activities for new program development, ensuring requirements are understood, documented, and executed.

Requirements:

• Bachelor’s degree from an accredited institution OR High School Diploma/GED from an accredited institution with a minimum of two (2) years of professional experience in a manufacturing environment.
• Legally authorized to work in the United States without company sponsorship.
• Relocation benefits are not provided for this role. Only local candidates residing within 50 miles of Torrance, CA will be considered.

Position Criteria:

• Ability to train others and work in a team-oriented environment.
• Strong communication and interpersonal skills to support internal and external contacts within a multi-cultured environment.
• Demonstrated experience working with MS Office software package.
• Analytical skills and detail-orientation.
• Ability to prioritize and execute multiple tasks efficiently, and work on multiple projects simultaneously and independently.
• Ability to work on time-sensitive projects, meet critical deadlines, and deliver commitments in a calm and organized manner.
• Strong judgment and decision-making skills.
• Strong business acumen, with the ability to adjust short-term priorities in alignment with organizational strategy, market conditions, and divisional goals.
• Proficiency in Microsoft Office, MRP systems, and customer web-based portals; ability to quickly learn and navigate internal systems.
• Must be able to travel up to 10% of the time.
• Customer service skills and aptitude and familiarity with manufacturing systems and processes.

Preferred Skills:

• Work experience with SAP.
• Work experience in a customer support role for technical products.
• Experience with preparing proposals.
• Proficiency or knowledge of ERP systems.
• Prior experience with customer portals.
• Minimum 5 years of experience in customer service, contract administration, or related experience.
• Two (2) or more years of experience in an aerospace manufacturing environment.
• One (1) or more years of experience with MRP systems.