Barnes Aerospace · 12 hours ago
Customer Service Associate
Lansing, MI
Full-time
Onsite
Mid Level
4+ years expBarnes Aerospace is seeking a Customer Service Associate to serve as the primary contact for assigned customer inquiries and ensure their needs are represented across the facility. The role involves proactive communication regarding order status, coordinating logistics, and collaborating with various departments to resolve customer issues and maintain satisfaction.
AerospaceCustomer ServiceManufacturing
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, contesting OTD and maintaining liquidated damages at the beginning of each month
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 payment terms
Coordinate customer returns in support of Quality Control under Product Management guidance
Partner with the Order Entry team to resolve issues and ensure accurate, efficient order processing
Qualification
Required
4+ years of experience in a Account Management or related position, preferably in a manufacturing environment
Working knowledge of legal language, contract constructs and terms and conditions commonly used in business contracts and in bid documents including Government FAR and DFARS and export compliance regulations (EAR and ITAR)
Able to work collaboratively with multiple stakeholders, resolve customer complaints and escalate, as appropriate
Excellent communication skills, (written and oral) with attention to detail
Willing and able to develop long-term relationships internally and externally
Good mathematical/quantitative and analytical orientation
Position requires tact and high degree of diplomacy; proven negotiation skills
Strong computer skills. PC aptitude in a Windows environment (MS Office: Excel, Access, Word, PowerPoint) and ability to learn other software packages
ERP System experience (Syteline a plus)
Preferred
Familiarity with purchase orders, and quoting process preferred
Company
Barnes Aerospace
Barnes Aerospace provides manufacturing solutions and comprehensive component repair services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Kathy Daudish
Vice President Engineering & Quality
Recent News
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