Role Type: Full-time, Senior-Level Individual Contributor (Non-exempt / Hourly)
Position Summary
We are seeking an experienced Senior Customer Support Specialist to manage key client accounts and act as the primary liaison between our customers and internal operations.
This is a senior individual contributor role that focuses on end-to-end account ownership, including order management, delivery tracking, customer invoicing, order escalations, and daily cross-departmental coordination. The ideal candidate brings dedicated customer service or account management experience from a precision manufacturing, contract manufacturing, sheet metal, electronics, or semiconductor environment.
Key Responsibilities
Account Management: Serve as the primary point of contact for designated customer accounts, building strong relationships and understanding customer requirements.
Order Administration: Process, review, and maintain customer purchase orders and sales orders within the ERP/MRP system, ensuring accurate pricing, part numbers, revision levels, quantities, and schedule requirements.
Billing & Invoicing: Prepare, review, and process customer invoices, actively investigating and resolving any pricing or billing discrepancies.
Cross-Departmental Coordination: Partner closely with Production Planning, Engineering, Quality, Purchasing, Shipping, and Sales teams to ensure alignment on customer specifications and production timelines.
Status Updates & Logistics: Track open orders and proactively inform clients about lead times, order statuses, delivery timelines, and potential schedule changes.
Issue Resolution: Handle customer escalations and direct internal teams to implement prompt, effective solutions for scheduling, material, or delivery issues.
Order Adjustments: Manage client requests for expedites, order modifications, reschedules, cancellations, and return material authorizations (RMAs).
Forecast & Demand Tracking: Monitor customer demand forecasts and convey changing needs to internal production and planning teams.
Documentation & Portals: Maintain updated customer accounts, interaction records, and supporting files; update customer-specific portals and reports as required.
Qualifications & Skills
Required:
Significant prior experience in customer service, account management, or order fulfillment within a manufacturing environment (or equivalent combination of education and experience).
Solid understanding of manufacturing workflows, production cycles, material lead times, and scheduling dynamics.