Customer Service Representative

WHO ARE WE

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Sonaca North America is driven by a passion for innovation and a commitment to excellence. As a leading provider of aerospace and defense solutions, we are dedicated to making air and space travel safe and sustainable. We have 10 locations across North America and our engineering expertise and operational excellence set us apart from the competition.

Since the beginning in 1948, we have a proven track record of delivering high-quality products and services that are reliable, safe, and efficient. Our team of experts is dedicated to staying ahead of the curve in the aerospace and defense industry, utilizing the latest technologies and processes to ensure that we deliver the best possible solutions to our customers.

POSITION SUMMARY

We are currently seeking a Customer Service Representative (CSR). The CSR Serves as the point of contact with external customers. This position processes sales orders, resolves customer requests, questions and complaints, and maintains positive relations with our customers.  The CSR will focus much of his/her attention on achieving 100% on-time delivery through proactive management of each sales order.

Pay Range - $21-$25 per hour

ESSENTIAL JOB RESPONSIBILITIES

• Resolves customer requests, questions and complaints frequently requiring interaction with systems and an integrated team for the parts/product line. 
• Customer focal for all customer questions, concerns and problem resolution.
• Serves as liaison between the customer and various departments throughout multiple facilities. 
• Manages and coordinates customer short flows, AOG’s (aircraft on ground) including negotiating due dates when on-time delivery is in jeopardy
• Communicate with Delivery Coordinators for feeder sites and internal site to advise on delivery dates and current part status. 
• Proactively reviews all delivery schedules via system generated reports and customer portals.
• Review customer sales orders – filter FAI orders, verify pricing on all orders, and verify lead time on sustaining orders.
• Manage incomplete PO’s with customers to ensure all information meets NADCAP and Sonaca North America requirements.
• Relay customer changes; address, locations, contacts, and other important information to proper personnel.
• Main contact and the resident expert for each assigned customer regarding issues such as: contract requirements and specific individual needs of the customers and/or their representatives, lead-times, etc.
• Review of all P.O.C.’s and new order entry reports and apply changes, or work with others as necessary, to determine required actions, if any. 
• Using ERP system to research and analyze customer situations
• Proactively review and manage delivery schedules:
• Identify potential problems, analyze and propose alternatives for resolution for any issues that may jeopardize on-time delivery. Request, charge and track expedite costs as required.
• Continually work to build a long-term relationship with the customer
• This is a role of “goodwill ambassador”, as well as acting as liaison and problem solver.
• Works independently under minimal supervision.
• Function as a productive, contributing and responsible member of his/her work team.
• Cross train and support customer service team objectives as required.
• Is familiar with all job tools available and applicable to the job and the plant including standard procedures and work instructions.
• In all actions, supports the Quality Policy, Mission Statement and other policies and procedures by supporting our commitment to total customer satisfaction, quality products and services, lean processes, continuous improvement, on-time delivery, safety, teaming, individual accountability and respect for people.
• May occasionally work in another facility to accommodate customer requirements and/or adjust for variation in work flow within the company.

EDUCATION AND EXPERIENCES

• Minimum of 4 years’ experience in customer service in manufacturing or related industry. Aerospace experience preferred. Background in manufacturing environment preferred. 
• Associate degree or high school diploma with equivalent years of experience in cus