Customer Service Representative

As a Customer Service Representative, you are responsible for providing timely and professional communication to customers while working closely with Operations, Quality, Scheduling, Shipping/Receiving, and Sales to ensure customer orders are processed, tracked, and delivered successfully.

KEY RESPONSIBILITIES

• Serve as a primary day-to-day point of contact for assigned customers and support the Key Account Manager.
• Respond promptly and professionally to customer inquiries regarding:
  • Order status
  • Estimated completion dates
  • Scheduling
  • Shipping and delivery
  • Missing or delayed orders
  • Documentation
  • Certifications and records
  • Quality-related questions and concerns
• Provide accurate and timely status updates to customers based on information obtained from internal cost centers.
• Proactively communicate changes, delays, shortages, or other issues that may affect customer commitments.
• Follow up on open customer requests to ensure they are resolved in a timely manner.
• Recognize customer concerns that require escalation and promptly involve the appropriate Key Account Manager, Operations, Quality, or other personnel.
• Regularly walk the manufacturing floor to verify the status and physical location of customer parts.
• Locate customer orders, containers, racks, and parts throughout the facility.
• When necessary and within established safety requirements, lift, move, or reposition boxes and containers to locate customer orders.
• Communicate customer priorities and requirements to the appropriate internal teams.
• Help identify potential bottlenecks or issues that could impact customer delivery commitments.
• Follow up on jobs that are behind schedule or approaching customer-required dates.
• Assist in coordinating rush, priority, or time-sensitive customer orders.
• Develop a working understanding of heat-treat processing, production flow, scheduling, and the terminology used by aerospace customers and internal operations.
• Use Microsoft Office applications, including Outlook, Excel, Word, and Teams, for daily communication, reporting, tracking, and coordination.
• Maintain accurate records of customer communications and commitments.
• Assist with preparing status reports, order summaries, and other requested information.
• Ensure customer requests and commitments are appropriately documented and communicated internally.
• Support the Key Account Manager with customer-related reports, meetings, presentations, and follow-up activities as needed.
• Develop familiarity with aerospace customer requirements, terminology, specifications, and expectations.
• Understand the importance of traceability, documentation, quality, on-time delivery, and process compliance in aerospace heat treating.
• Work closely with Quality when customer questions involve certifications, processing records, nonconformances, or other quality-related matters.
• Ensure customer inquiries are routed to the appropriate technical or quality personnel rather than providing information outside the individual's authority. 
• Maintain confidentiality and accuracy when handling customer information and records.
• Ability to travel, which may include overnight stays of one or more nights for the above-listed activities. 

Qualifications

Qualifications:

• High school diploma or equivalent.
• Previous experience in customer service, order management, inside sales, manufacturing support, or a similar role.
• Strong verbal and written communication skills.
• Strong organizational and follow-up skills.
• Ability to manage multiple priorities in a fast-paced manufacturing environment.
• Working knowledge of Microsoft Office, particularly Outlook and Excel.
• Ability and willingness to learn and use company systems.
• Ability to communicate effectively with customers, production personnel, managers, and other internal departments.
• Ability to work both independently and as part of a team.
• Ability to regularly walk the manufacturing floor and safely lift/move boxes or containers as required to locate customer orders.

Preferred

• Experience working in a manufacturing, aerospace, metal processing, or heat-treating environment.
• Experience with Salesforce or another CRM system.
• Familiarity with aerospace quality systems, traceability, certifications, or customer specifications.
• Experience working with purchase orders, routings, work orders, shipping documents, or manufacturing documentation.
• Previous experience supporting commercial or aerospace customers.

License(s)/Certification(s) Required:

• Valid drivers license and acceptable Motor Vehicle Record in compliance with Paulo's Vehicle Use Policy.

Competitive Benefits Package:

• Medical benefits (including Teledoc 360 Telehealth Visits)
• Dental benefits
• Group Life Insurance
• Voluntary Life Insurance
• Vision Insurance
• Holiday Pay
• Sickness & Accident pay
• 401k with employer match 
• Employee Assistance Program