Customer Service Associate

Job Description

Core Responsibilities:

• Serve as the primary contact for assigned customer inquiries, advocating for customer needs and ensuring their voice is represented across the facility.
• Provide proactive, ongoing communication to keep customers informed of order status throughout the production cycle, anticipating needs and addressing concerns.
• Ensure timely delivery by coordinating logistics and schedules, maintaining accurate delivery and quality metrics in customer portals, and supporting customer scorecard accuracy.
• Monitor critical customer parts and schedule disruptions, collaborating with Production, Quality, and Engineering to develop recovery plans and communicate solutions aligned with customer priorities.
• Maintain and update customer demand and forecast data within the ERP system to ensure accuracy and safeguard backlog integrity, including quantities, schedules, and financial values.
• Utilize customer portals to manage quotes, purchase orders, forecasts, schedule changes, shipments, and specifications.
• Review and respond to government solicitations (FAR/DFARS), customer RFQs, order entries, and contract reviews.
• Support proposal development by identifying requirements, evaluating terms and conditions, and coordinating with Sales and cross-functional teams. Ensure accurate data entry in the proposal tracking system.
• Maintain pricing structures on existing contracts per agreement parameters, incorporating customer feedback under the direction of the Customer Service Manager.
• Resolve customer issues promptly, fostering strong relationships and open communication with internal and external stakeholders.
• Collaborate cross-functionally with Legal, Sales, Business Development, Product Management, Production, Engineering, Quality, Shipping, and Accounts Receivable to meet business goals.
• Support Accounts Receivable efforts by resolving discrepancies, facilitating collections, and managing customer