Senior Customer Service Representative

Position SummaryWe are seeking a detail-oriented and relationship driven Customer Service Representative to join our team to manage complex customer relationships end-to-end, from initial quoting and order placement through delivery and post-sales support. In this role, you will ensure accurate and timely execution of customer requirements while consistently meeting key performance indicators (KPIs) for speed, accuracy, and on-time delivery; and serve as a primary liaison between customers and internal teams, driving cross-functional alignment, resolving issues efficiently, and enhancing overall customer satisfaction.What You’ll DoRFQ & Quotation ManagementReview customer requirements, specifications, and terms to ensure compliance with company standardsPrepare accurate and timely quotations, including pricing analysis and cost comparisonsCoordinate internal reviews and approvals for RFQsMaintain RFQ logs and analyze quote win ratesOrder ManagementProcess customer purchase orders and ensure alignment with quoted termsResolve discrepancies prior to order acceptanceEnter and manage orders in the ERP systemProvide regular updates on order statusCustomer SupportRespond to customer inquiries related to orders, quotes, invoices, and technical questionsInvestigate and resolve issues such as product damage, shortages, and warranty claimsTrack and ensure timely closure of all customer inquiriesCollaboration & Continuous ImprovementPartner with Engineering, Purchasing, and Sales teams to maintain accurate product and pricing dataSupport strategic accounts and process improvement initiativesDevelop and track key performance metrics (KPIs)What Success Looks LikeTimely and accurate RFQ and order processingStrong customer satisfaction and responsivenessHigh on-time customer delivery performanceContinuous improvement in processes and service metricsRequired Qualifications:Bachelor’s degree or 7+ years of related experience in a customer service or order management roleAdvanced Microsoft Excel and Office skillsStrong communication and problem-solving abilitiesAnalytical mindset with attention to detailExperience working with ERP systemsAbility to adapt in a fast-paced, changing environment while maintaining a positive attitudeAerospace industry experience highly preferredPreferred:Experience in the aerospace or manufacturing industryBackground in pricing, quoting, or technical customer supportBenefits PackageHealth Coverage: Medical, dental, and vision insuranceRetirement Plan: 401(k) with company matchPaid Time Off: Vacation plus paid holidaysWork-Life Balance: Supportive environment with flexibility where possibleCareer Development: Training programs and opportunities for advancementWhy Join Us?Collaborative, cross-functional work environmentOpportunity to work with strategic customers and complex projectsFocus on continuous improvement and professional growthPay: $70,000.00 - $90,000.00 per yearBenefits:401(k)Dental insuranceHealth insurancePaid time offTuition reimbursementVision insuranceWork Location: In person