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Sonaca North America · 19 hours ago

Customer Support Representative

Auburn, WA

Full-time

Onsite

New Grad, Entry Level

Sonaca North America is a leading provider of aerospace and defense solutions, committed to innovation and excellence. They are seeking a Customer Support Representative who will serve as the primary point of contact for external customers, processing sales orders and resolving inquiries to ensure 100% on-time delivery.

Aviation & Aerospace

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

Qualification

Customer serviceOrder managementERP system proficiencyProblem resolutionCommunication skills

Required

Serves as the point of contact with external customers

Processes sales orders, resolves customer requests, questions and complaints

Maintains positive relations with customers

Focuses on achieving 100% on-time delivery through proactive management of each sales order

Resolves customer requests, questions and complaints frequently requiring analysis of situations to determine best use of resources

Acts as customer focal for all customer questions, concerns and problem resolution

Serves as liaison between the customer and various departments throughout the facility

Liaison between customers and plant personnel to facilitate flow of materials, tooling, paperwork, etc. in and between work centers

Manages and coordinates customer short flows, AOG's (aircraft on ground) including negotiating due dates when on-time delivery is in jeopardy

Communicates 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

Reviews customer sales orders -- filter FAI orders, verify pricing on all orders, and verify lead time on sustaining orders

Manages incomplete PO's with customers to ensure all information meets NADCAP and Company requirements

Relays customer changes; address, locations, contacts, and other important information to proper personnel

Acts as the main contact and the resident expert for each assigned customer regarding issues such as contract requirements and specific individual needs of the customers

Reviews all P.O.C.'s and new order entry reports and applies changes, or works with others as necessary, to determine required actions

Uses ERP system to research and analyze customer situations

Maintains a hands-on approach to status and handle delinquencies

Identifies potential problems, analyzes and proposes alternatives for resolution for any issues that may jeopardize on-time delivery

Requests, charges and tracks expedite costs as required

Coordinates the efficient flow of product through the manufacturing process

Utilizes capacity management techniques to maximize throughput and reduce constraints