Customer Service I

Polymer Concepts Technologies•Apple Valley, CA

2d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
Employees may be required to perform other related duties as assigned to meet business needs.