Customer Service Representative

Sonaca North America•Auburn, WA

11d•$21 - $25

About The Position

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.

Requirements

Minimum of 4 years’ experience in customer service in manufacturing or related industry.
Associate degree or high school diploma with equivalent years of experience in customer service, engineering, or materials management required.
Experience with Microsoft Office; Outlook, Word, Excel, and PowerPoint.
Experience with SAP or other another like ERP systems.
Ability to develop win-win relationships with customers.
Ability to work effectively in a team based environment.
Ability to effectively present information and respond to questions one-on-one from groups or individuals.
Ability to solve practical problems, utilizing standard operating procedures.
Ability to interpret information furnished in written, oral and/or diagram form, to determine the best course of action among various alternatives.
Must have good analytical skills.
Must be well organized, can prioritize, maintain focus and follow through.
Understanding of process flows, lead-times and lean principles in a manufacturing environment.
Knowledge of all Production Control functions.
Ability to learn each product line’s capabilities and limitations.

Nice To Haves

Aerospace experience preferred.
Background in manufacturing environment preferred.

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.

Benefits

401(k) retirement savings plan with a percentage company-match contribution
Competitive wages
Paid holidays
Paid time off
Medical, dental, vision, life, and accidental insurance
Short-term disability
Long-term disability
Employee assistance plan — for access to counseling, consulting and other community resources
Wellness program
Tuition assistance