Customer Support Representative

Customer Support Representative

Location: Auburn, WA

Position Type: Full time

Requisition ID: R0013564

Description:

Sonaca 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.

Since 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.

Position Summary

We 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.

Essential Job 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