Customer Service Representative (Level 2)

NARDA HOLDINGS INC•Glencoe, MD

3d•$70,000 - $83,000•Onsite

About The Position

The Customer Service Representative (Level 2) provides account management and customer support, including contract review, order entry, RMA processing, lead-time and backlog reporting, scorecard measurements, and customer documentation. The role is the primary customer contact for order status, expediting, and returns, and is responsible for maintaining accuracy and compliance. It reports to the Sales Manager and is onsite in Sparks, Maryland, on a 9/80 schedule, with every other Friday off. The position coordinates with customers and internal teams to manage orders, lead times, product availability, late orders, and return dispositions. It prepares and maintains order-related records and documentation in accordance with contract requirements, ISO 9001 procedures, and applicable ITAR/EAR export-control regulations. The role also contributes to process improvement. Applicants must be eligible to access export-controlled information as a U.S. person, and may be subject to security investigation requirements.

Requirements

Bachelor’s degree and at least 2 years of related sales and/or customer-service experience; or a post-secondary/associate degree and at least 6 years of related sales and/or customer-service experience.
Must be able to obtain and maintain any required export-control eligibility, such as U.S. person status for ITAR-controlled work.
Positive, can-do attitude; organized and personable.
Strong negotiation and problem-solving skills.
Strong verbal and written communication skills.
Ability to collaborate with customers and coworkers.
Familiarity with ERP systems.
Proficiency in Microsoft Office and advanced computer skills.
Must pass a pre-employment drug screening and background check.
Must meet U.S. person eligibility requirements for access to export-controlled information.

Nice To Haves

Epicor ERP experience preferred.
Experience working in a manufacturing environment is a plus.

Responsibilities

Provide customer support and delivery-status updates.
Build relationships with internal and external customers and serve as the primary customer contact for order management and expediting.
Manage expectations regarding lead times, expedite requests, and product availability.
Manage customer portals and scorecards, and report account on-time delivery status, quality scores, and customer disposition to management.
Enter and process customer purchase orders accurately in the ERP system.
Review contracts and verify order details against customer purchase orders and contracts, including part numbers, quantities, pricing, delivery dates, and terms.
Confirm orders and proactively communicate lead times, changes, and delays to customers.
Coordinate with planning, production, quality, and shipping to manage and expedite orders and recover late orders.
Track open orders and backlog and follow up on outstanding items to prevent delays.
Generate and process RMAs; coordinate return disposition with quality, engineering, and shipping; track RMA status and communicate updates through resolution.
Prepare and maintain order documentation, including acknowledgments, packing lists, certificates of conformance, and applicable export documentation.
Ensure documentation complies with contract requirements, ISO 9001 quality-system procedures, and applicable ITAR/EAR export-control regulations.
Maintain organized, audit-ready records of orders, communications, and RMAs.
Work with appropriate resources to improve processes.