Senior Customer Service Specialist

Curtiss-Wright•Santa Clarita, CA

13d•Onsite

About The Position

The Senior Customer Service Specialist serves as the primary point of contact for assigned customers and plays a critical role in driving customer satisfaction, operational excellence, and revenue support. This position partners cross-functionally with Program Management, Sales, Engineering, and Supply Chain to manage moderately complex maintenance services orders and customer deliverables from order receipt through shipment and completion. In this role, you will independently manage customer relationships, proactively resolve issues, and ensure accurate communication and execution across internal teams. Your ability to build strong customer partnerships, analyze data, and provide timely updates will directly contribute to service performance, customer satisfaction, and business success.

Requirements

4-6 years of technical customer service experience (environment dealing with people) and working in a structured role with administrative duties
High school diploma or equivalent required, Associate's degree preferred
Self-starter who takes initiatives in driving issues to resolution with demonstrated problem solving skills
Ability to multi-task and work under pressure in a fast paced environment
Excellent verbal and written communication skills
Strong organizational and time management skills
Effective team player and decision maker
MRP/ERP experience required (SAP preferred)
Proficient in MS Office, specifically MS Word and MS Excel
Must be a US Citizen

Responsibilities

Manage the end-to-end processing of customer orders and deliverables, ensuring accurate and timely status updates from order receipt through shipment.
Serve as the primary customer contact for day-to-day operational matters, resolving issues independently and escalating when appropriate.
Extract, analyze, and interpret data from MRP and CRM systems to produce monthly and quarterly metrics supporting internal and external business reviews.
Process new sales orders, contract reviews (CRs), and order acknowledgments/acceptance (OA) accurately and in a timely manner.
Track, expedite, and monitor internal workflows to support on-time delivery performance.
Coordinate with customers to reschedule or renegotiate contractual delivery dates as needed, escalating risks to Program Management when appropriate.
Partner with Program Management to communicate Engineering Change Order (ECO) status and other program updates to customers.
Communicate customer requirements clearly and effectively to internal teams to ensure successful execution.
Participate in internal risk mitigation meetings to proactively address potential delivery or execution challenges.
Keep Sales Managers informed of order status, scope changes, and factory-originated updates.
Participate in customer meetings and conference calls to provide order status, schedule updates, and operational support.
Act as a liaison between Transactional Shared Services and customers to resolve outstanding receivable issues.
Identify opportunities for process improvements and support continuous improvement initiatives to enhance customer service and operational efficiency.