Customer Support

Aston Carter•Cedar Rapids, IA

3d•$17 - $22•Onsite

About The Position

This role provides comprehensive customer support within a busy manufacturing environment, handling high volumes of email communication and order processing. You will manage new and existing customer orders, ensure accurate data entry into internal systems, coordinate with multiple departments, and support both internal and external customers with enquiries, changes, and delivery updates. Exceptional attention to detail, strong communication skills, and the ability to prioritise tasks in a fast-paced setting are essential for success in this position.

Requirements

Proven customer service experience, with confidence in dealing with both internal and external stakeholders.
Strong data entry skills with exceptional attention to detail and a habit of double-checking work.
Proficiency with computer systems, including email and Microsoft Office applications such as Outlook, Excel, Word and PowerPoint.
Experience using email for creating, responding, sorting and filing messages in a high-volume environment.
Excellent written and verbal communication skills, including strong grammar and punctuation.
Ability to multi-task and prioritise workloads effectively, demonstrating good time management.
Neat and organised working style, with the ability to maintain accurate records and documentation.
Team-oriented approach, with a positive and friendly outlook when working with colleagues and customers.
Flexibility to adapt to fluctuating workloads and changing priorities.
Willingness to work overtime when needed to support customer and business requirements.
Reliable attendance and punctuality, with a commitment to being present and on time.
Ability to accept constructive feedback and use it to improve performance.

Nice To Haves

Comfort working in a manufacturing-related environment and liaising with production staff.
Confidence walking into the plant area several times a day to check on order status.
Ability to collaborate effectively with Quality, Engineering, Purchasing, Shipping and shop supervisors.
Willingness to cross-train in other functions such as Front Desk, Accounts Payable and Accounts Receivable to provide back-up support.
Interest in and commitment to continual process improvement within the organisation.

Responsibilities

Communicate with customers primarily via email, as well as by phone, fax and in person, responding promptly and professionally to all enquiries.
Manage email traffic from internal and external customers, including new orders, change notices, expedites and open order reports.
Enter and schedule new orders in the system, accurately capturing purchase order numbers, part numbers, revision levels, prices, delivery dates, ship-to and bill-to details, payment terms and other key information.
Confirm and maintain correct revision levels for all orders to ensure product and documentation accuracy.
Review pricing and profitability before accepting orders, and request requotes where necessary to protect margins.
Review customer-specific requirements, recognising that needs may differ across sectors such as aerospace, transportation and medical.
Check and manage customer on-time delivery windows, ensuring orders are scheduled and updated to meet agreed timelines.
Process customer change notices and open order reports, updating in-house orders accordingly.
Manage open order reports for multiple customers, confirming quantities, delivery dates, pull-ins and push-outs as required.
Expedite orders for customers, proactively checking the status of in-house orders and communicating updates.
Provide tracking information to customers upon request, ensuring clear and timely shipment visibility.
Conduct stock reviews, including reviewing and breaking links when parts are moved into stock, and confirming stock accuracy before handing off job folders to be closed.
Set up new customer accounts in the system, ensuring all required information is captured accurately.
Process credit requests and work with finance to help determine appropriate credit limits and payment terms.
Learn and support the rework process, including issuing and processing RMAs and working with customers to determine whether credit is acceptable or whether parts should be returned or reworked.
Determine, in conjunction with the customer, whether credits will be taken or rework will be carried out at no charge, and process the rework once reviewed by Quality.
Assist internal and external customers in any way possible, including expediting orders and resolving quantity overages and shortages.
Work closely with Quality, Engineering, Purchasing, shop supervisors and other departments to resolve issues and ensure smooth order flow.
Collaborate with the Shipping Department on consolidating shipments, managing past-due shipments and notifying customers of delays that may impact on-time delivery performance.
Provide back-up support in other areas such as Front Desk, Accounts Payable and Accounts Receivable through cross-training as required.
Contribute to continual process improvement initiatives across the company by sharing ideas and supporting changes.
Maintain neat and organised records and workspaces to support efficient operations.
Demonstrate good attendance and punctuality, being present and on time consistently.
Accept and act on constructive feedback to improve performance and service quality.