Customer Service Representative (Level 2)

NARDA HOLDINGS•Sparks, MD

2d•Onsite

About The Position

iRF - Intelligent RF Solutions is seeking a Customer Service Representative (Level 2) to provide account management and customer support for its SIGINT and Electronic Warfare solutions. Reporting to the Sales Manager, this role is the primary customer contact for order management, delivery status, expediting, and returns. The representative works with internal functions to keep orders moving, maintain accurate records, and meet customer and compliance requirements. The position includes entering and reviewing orders, confirming lead times, tracking open orders and backlog, processing RMAs, and preparing order-related documents. The representative also manages customer portals and scorecards, communicates order updates, and contributes to process improvement. Documentation and records must comply with applicable contract requirements, ISO 9001 procedures, and export-control regulations such as ITAR and EAR. This is an onsite position in Sparks, Maryland, with a 9/80 schedule and every other Friday off. Applicants must meet applicable U.S.-person eligibility requirements for access to export-controlled information. The role also requires passing pre-employment drug screening and a background check.

Requirements

Bachelor’s degree and at least 2 years of prior related experience in sales and/or customer service; or a post-secondary/associate degree and at least 6 years of prior related experience in sales and/or customer service.
Ability to obtain and maintain any required export-control eligibility, such as U.S.-person status for ITAR-controlled work, if applicable.
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 applicable U.S.-person requirements for access to export-controlled information.

Nice To Haves

Experience with Epicor ERP.
Experience working in a manufacturing environment.

Responsibilities

Provide customer support and delivery-status updates, building relationships with internal and external customers.
Serve as the primary customer contact for order management and expediting.
Manage customer expectations regarding lead times, expedite requests, and product availability.
Manage customer portals and customer scorecards.
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, including part numbers, quantities, pricing, delivery dates, and terms, against customer purchase orders and contracts.
Confirm orders with customers and proactively communicate lead times, changes, and delays.
Coordinate with planning, production, quality, and shipping to manage, expedite, and recover late orders.
Track open orders and backlog and follow up on outstanding items to prevent delays.
Generate and process Return Merchandise Authorizations (RMAs).
Coordinate with quality, engineering, and shipping to determine return disposition, including repair, replacement, or credit.
Track RMA status and communicate updates to customers through resolution.
Prepare and maintain order-related documentation, including acknowledgments, packing lists, certificates of conformance, and applicable export documentation.
Ensure documentation complies with contract requirements, quality-system procedures, and applicable export-control regulations.
Maintain organized, audit-ready records of orders, communications, and RMAs.
Work with appropriate resources to improve processes.