Customer Support Representative
Sonaca North America, Auburn, Washington, United States, 98001
divh2Customer Support Representative/h2pSonaca North America is driven by a passion for innovation and a commitment to excellence. As a leading provider of aerospace and defense solutions, we are dedicated to making air and space travel safe and sustainable. We have 13 locations across North America and our engineering expertise and operational excellence set us apart from the competition./ppSince the beginning in 1948, we have a proven track record of delivering high-quality products and services that are reliable, safe, and efficient. Our team of experts is dedicated to staying ahead of the curve in the aerospace and defense industry, utilizing the latest technologies and processes to ensure that we deliver the best possible solutions to our customers./ppWe are currently seeking a Customer Support Representative (CSR). The CSR serves as the point of contact with external customers. This position processes sales orders, resolves customer requests, questions and complaints, and maintains positive relations with our customers. The CSR will focus much of his/her attention on achieving 100% on-time delivery through proactive management of each sales order./ppEssential Job Responsibilities:/pulliResolves customer requests, questions and complaints frequently requiring analysis of situations to determine best use of resources./liliCustomer focal for all customer questions, concerns and problem resolution/liliServes as liaison between the customer and various departments throughout facility/liliLiaison between customers, plant personnel to facilitate flow of materials, tooling, paperwork, etc. in and between work centers to ensure 100% on-time delivery./liliManages and coordinates customer short flows, AOGs (aircraft on ground) including negotiating due dates when on-time delivery is in jeopardy/liliCommunicate with Production, scheduling, shipping and purchasing to acquire dates to report to customers./liliProactively reviews all delivery schedules via system generated reports and customer portals/liliReview customer sales orders
filter FAI orders, verify pricing on all orders, and verify lead time on sustaining orders./liliManage incomplete POs with customers to ensure all information meets NADCAP and Company requirements./liliRelay customer changes; address, locations, contacts, and other important information to proper personnel./liliMain 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./liliReview 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./liliUsing ERP system to research and analyze customer situations/liliProactively review and manage delivery schedules:/liliMaintain 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./liliIdentify 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./liliCoordinates the efficient flow of product through the manufacturing process/liliUtilizes capacity management techniques to maximize throughput and reduce constraints to perform processes necessary to efficiently meet the customers demand/liliDepending on the needs of the site location working from, may review, manage, and execute orders to manufacturing to support customer demands/liliContinually work to build a long-term relationship with the customer/liliThis 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/liliWorks independently under minimal supervision./liliFunction as a productive, contributing and responsible member of his/her work team./liliCross train and support customer service team objectives as required./liliIs familiar with all job tools available and applicable to the job and the plant including Company standard procedures and work instructions./liliIn all actions, supports Sonaca North Americas 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./liliMay occasionally work in another Sonaca North America facility to accommodate customer requirements and/or adjust for variation in work flow within the company./li/ulpEducation and Experiences:/pulliMinimum of 4 years experience in customer service in manufacturing or related industry. Aerospace experience preferred. Background in manufacturing environment preferred./liliAssociate degree or high school diploma with equivalent years of experience in customer service, engineering, or materials management required./liliExperience with Microsoft Office; Outlook, Word, Excel, and PowerPoint./liliExperience with SAP or other another like ERP systems./liliAbility to develop win-win relationships with customers./liliAbility to work effectively in a team-based environment./liliAbility to effectively present information and respond to questions one-on-one from groups or individuals./liliAbility to solve practical problems, utilizing standard operating procedures./liliAbility to interpret information furnished in written, oral and/or diagram form, to determine the best course of action among various alternatives./liliMust have good analytical skills./liliMust be well organized, can prioritize, maintain focus and follow through./liliUnderstanding of process flows, lead-times and lean principles in a manufacturing environment./liliKnowledge of all Production Control functions./liliAbility to learn each product lines capabilities and limitations./li/ulpWhy Choose Sonaca North America?/ppWe take care of our people./pulli401(k) retirement savings plan with a percentage company-match contribution/liliCompetitive wages/liliPaid holidays/liliPaid time off/liliMedical, dental, vision, life, and accidental insurance/liliShort-term disability/liliLong-term disability/liliEmployee assistance plan
for access to counseling, consulting and other community resources/liliWellness program/liliTuition assistance/liliSubject to eligibility, terms, and conditions/li/ulpPay Range $21-$24 per hour/ppThis job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties may differ from those outlined in the job description and other duties, as assigned, may be required. This document does not create an employment contract. Employees of the Company are employed on an at will basis and may be terminated at any time./ppSonaca North America is an equal employment opportunity employer. Consistent with applicable law, Sonaca North America provides access and opportunities to those with disabilities. This includes providing reasonable accommodation to individuals with disabilities and disabled veterans who seek to access the companys online application system. If an applicant is unable to fully access the online application system, Sonaca North America will provide a reasonable accommodation. Applicants with disabilities may contact us at 636-916-2400 for assistance accessing the on-line application system. Callers should have a detailed description of the requested accommodation, their name and preferred method of contact ready for Sonaca North Americas Human Resources Department. Sonaca North America will make every effort to respond within two (2) business days. This phone number is not for the general submission of application materials./ppSonaca North America is an E-Verify Employer./ppSonaca North America is an Equal Employment Opportunity/Disability/Veterans Employer/ppNotice on Fraudulent Job Offers:/ppIt has been brought to our attention that there have been instances of fraudulent job offers, purporting to be from Sonaca North America and/or its affiliates (LMI Aerospace)./ppThis type of fraud is normally carried out through online services such as false websites, or through fake e-mails or call from people claiming to be from the company. These persons offer fraudulent employment opportunities to applicants and often ask for sensitive personal and financial information. The fraudsters may also request recipients to provide personal information and/or to make payments as part of their fake recruiting process./ppSonaca North America does not ask for any financial commitments from candidates as a pre-employment requirement and will always/p/div
filter FAI orders, verify pricing on all orders, and verify lead time on sustaining orders./liliManage incomplete POs with customers to ensure all information meets NADCAP and Company requirements./liliRelay customer changes; address, locations, contacts, and other important information to proper personnel./liliMain 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./liliReview 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./liliUsing ERP system to research and analyze customer situations/liliProactively review and manage delivery schedules:/liliMaintain 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./liliIdentify 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./liliCoordinates the efficient flow of product through the manufacturing process/liliUtilizes capacity management techniques to maximize throughput and reduce constraints to perform processes necessary to efficiently meet the customers demand/liliDepending on the needs of the site location working from, may review, manage, and execute orders to manufacturing to support customer demands/liliContinually work to build a long-term relationship with the customer/liliThis 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/liliWorks independently under minimal supervision./liliFunction as a productive, contributing and responsible member of his/her work team./liliCross train and support customer service team objectives as required./liliIs familiar with all job tools available and applicable to the job and the plant including Company standard procedures and work instructions./liliIn all actions, supports Sonaca North Americas 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./liliMay occasionally work in another Sonaca North America facility to accommodate customer requirements and/or adjust for variation in work flow within the company./li/ulpEducation and Experiences:/pulliMinimum of 4 years experience in customer service in manufacturing or related industry. Aerospace experience preferred. Background in manufacturing environment preferred./liliAssociate degree or high school diploma with equivalent years of experience in customer service, engineering, or materials management required./liliExperience with Microsoft Office; Outlook, Word, Excel, and PowerPoint./liliExperience with SAP or other another like ERP systems./liliAbility to develop win-win relationships with customers./liliAbility to work effectively in a team-based environment./liliAbility to effectively present information and respond to questions one-on-one from groups or individuals./liliAbility to solve practical problems, utilizing standard operating procedures./liliAbility to interpret information furnished in written, oral and/or diagram form, to determine the best course of action among various alternatives./liliMust have good analytical skills./liliMust be well organized, can prioritize, maintain focus and follow through./liliUnderstanding of process flows, lead-times and lean principles in a manufacturing environment./liliKnowledge of all Production Control functions./liliAbility to learn each product lines capabilities and limitations./li/ulpWhy Choose Sonaca North America?/ppWe take care of our people./pulli401(k) retirement savings plan with a percentage company-match contribution/liliCompetitive wages/liliPaid holidays/liliPaid time off/liliMedical, dental, vision, life, and accidental insurance/liliShort-term disability/liliLong-term disability/liliEmployee assistance plan
for access to counseling, consulting and other community resources/liliWellness program/liliTuition assistance/liliSubject to eligibility, terms, and conditions/li/ulpPay Range $21-$24 per hour/ppThis job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties may differ from those outlined in the job description and other duties, as assigned, may be required. This document does not create an employment contract. Employees of the Company are employed on an at will basis and may be terminated at any time./ppSonaca North America is an equal employment opportunity employer. Consistent with applicable law, Sonaca North America provides access and opportunities to those with disabilities. This includes providing reasonable accommodation to individuals with disabilities and disabled veterans who seek to access the companys online application system. If an applicant is unable to fully access the online application system, Sonaca North America will provide a reasonable accommodation. Applicants with disabilities may contact us at 636-916-2400 for assistance accessing the on-line application system. Callers should have a detailed description of the requested accommodation, their name and preferred method of contact ready for Sonaca North Americas Human Resources Department. Sonaca North America will make every effort to respond within two (2) business days. This phone number is not for the general submission of application materials./ppSonaca North America is an E-Verify Employer./ppSonaca North America is an Equal Employment Opportunity/Disability/Veterans Employer/ppNotice on Fraudulent Job Offers:/ppIt has been brought to our attention that there have been instances of fraudulent job offers, purporting to be from Sonaca North America and/or its affiliates (LMI Aerospace)./ppThis type of fraud is normally carried out through online services such as false websites, or through fake e-mails or call from people claiming to be from the company. These persons offer fraudulent employment opportunities to applicants and often ask for sensitive personal and financial information. The fraudsters may also request recipients to provide personal information and/or to make payments as part of their fake recruiting process./ppSonaca North America does not ask for any financial commitments from candidates as a pre-employment requirement and will always/p/div