Customer Service Representative, Aerospace

PPG Industries•Sylmar, MD

5d•$68,000 - $75,000•Hybrid

About The Position

PPG’s Aerospace Business is seeking a Customer Service Representative to provide high-quality service to customers. This is an onsite role in Sylmar, California, with in-person work Monday through Thursday and the opportunity to work remotely on Flexible Fridays; schedules may vary by location. The position reports to the Customer Service Supervisor. The representative manages customer orders and inquiries, coordinates with internal stakeholders to support timely shipments, and maintains customer relationships. The role also supports aircraft-on-ground (AOG) requirements, including carrying an AOG cellphone on a rotating one-week basis to provide 24-hour support.

Requirements

Associate degree or at least 2 years of customer-facing experience.
Ability to manage stakeholders and influence people at all levels of the organization.
Strong customer relationship management experience.
Experience handling a high volume of emails and working with a wide variety of customers.
Customer-oriented attitude focused on satisfaction.
Team-oriented approach focused on supporting the company, team, and customers.
Must be a U.S. citizen, Green Card holder, political asylee, or refugee.

Nice To Haves

Experience in an aerospace and/or manufacturing environment is preferable.

Responsibilities

Process incoming customer purchase orders, provide acknowledgements, and obtain any necessary revisions.
Follow up with relevant stakeholders to help ensure delivery in accordance with confirmed ship dates.
Update customers on purchase order delivery progress.
Participate in scheduled customer calls or meetings to review open orders, pending returns, and related topics.
Allocate parts for shipment and work with other departments to help orders ship on time.
Send quotations and dispositions to customers.
Work with customers to resolve returned-goods issues.
Assist the accounts receivable team in resolving customer issues that are blocking payments, including discussing issues with customers and processing necessary credits.
Serve as the primary contact for customer questions about products, order status, and complaints; escalate inquiries to the relevant department or commercial team for feedback.
Obtain and maintain export documentation.
Maintain accurate and detailed records of customer complaints, orders, and interactions.
Support AOG requirements and carry an AOG cellphone on a rotating one-week basis to provide 24-hour support.
Work closely with assigned customers to grow and maintain relationships, and cross-train to support other accounts as needed.