Production Control / Customer Support Coordinator

Sonaca North America•Auburn, WA

1d•$21 - $25•Onsite

About The Position

Sonaca North America is seeking a Customer Service Representative (CSR) to serve as the primary point of contact for external customers. This role involves processing sales orders, resolving customer inquiries, questions, and complaints, and maintaining positive customer relationships. The CSR will focus on achieving 100% on-time delivery through proactive management of each sales order. The pay range for this position is $21-$25 per hour, depending on experience.

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 analysis of situations to determine best use of resources.
Customer focal for all customer questions, concerns and problem resolution.
Serves as liaison between the customer and various departments throughout facility.
Liaison between customers, plant personnel to facilitate flow of materials, tooling, paperwork, etc. in and between work centers to ensure 100% on-time delivery.
Manages and coordinates customer short flows, AOG’s (aircraft on ground) including negotiating due dates when on-time delivery is in jeopardy.
Communicate with Production, scheduling, shipping and purchasing to acquire dates to report to customers.
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 Company 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: Maintain a hands-on approach to status and handle delinquencies; know where they are within the plant and the projected delivery date.
Status to the customer will be done in the format they request or that they agree upon.
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.
Coordinates the efficient flow of product through the manufacturing process.
Utilizes capacity management techniques to maximize throughput and reduce constraints to perform processes necessary to efficiently meet the customer’s demand.
Depending on the needs of the site location working from, may review, manage, and execute orders to manufacturing to support customer demands.
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 for both the customer as well as Sonaca North America.
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 Company standard procedures and work instructions.
In all actions, supports Sonaca North America’s Quality Policy, Mission Statement and other Company 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 Sonaca North America 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