Customer Service Associate

Job Description

Job Description

Customer Service Associate (CSA)
The CSA is the primary point of contact between the company and its customers, responsible for managing orders, quotes, delivery coordination, and overall customer satisfaction. This role collaborates with operations, supply chain, quality, and engineering to ensure timely, accurate fulfillment in a regulated environment.

Key Responsibilities:

• Customer Interface & Communication: Serve as main contact for customers; handle inquiries, order status, technical questions, and issue resolution.
• Order & Contract Management: Process purchase orders and quotes in ERP systems; ensure alignment with contracts, pricing, and requirements.
• Scheduling & Delivery: Coordinate with internal teams to meet delivery targets; monitor risks, delays, and expedite priority orders.
• Pricing Support: Assist with RFQs, pricing analysis, and proposals; support negotiations with data insights.
• Account Support: Build customer relationships, understand demand, and support growth initiatives.
• Reporting & Data: Maintain accurate records and generate reports on backlog, delivery, and performance metrics.
• Cross-Functional Coordination: Work with engineering, quality, finance, and operations to meet customer commitments.
• Compliance & Safety: Follow ITAR/EAR/CUI regulations, security policies, and proper handling of sensitive information and materials.

Qualifications:

• High school diploma required; associate or bachelor’s degree preferred
• 3+ years of customer service or related experience
• ERP system experience required; manufacturing/aerospace experience preferred
• Strong communication, organization, and multitasking skills
• Proficiency in Microsoft Office (Excel, email)

Work Environment & Physical Requirements:

• Onsite role in office and light manufacturing setting
• Primarily seated work with occasional standing, lifting (up to 10 lbs), and movement
• Must follow safety protocols and wear PPE as required