Position Summary
We are seeking an experienced Senior Customer Support Specialist to manage key client accounts and act as a primary communication bridge between clients and internal manufacturing operations.
This is a senior individual contributor role with no direct managerial responsibilities. The successful candidate will manage the full customer lifecycleincluding order entry, tracking delivery commitments, handling invoicing inquiries, resolving escalations, and facilitating daily updates. You will work closely with cross-functional teams, including Production, Planning, Purchasing, Quality, Engineering, Logistics, and Sales.
Key Responsibilities
- Act as the primary contact for assigned client accounts, efficiently resolving inquiries, providing status updates, and addressing service needs.
- Coordinate projects and orders from purchase order receipt through production and final delivery.
- Monitor schedules, milestones, and open action items to ensure timely project execution.
- Collaborate with internal operationsincluding Production, Engineering, Purchasing, Quality, and Logisticsto resolve schedule delays and meet client specifications.
- Audit incoming purchase orders for correct pricing, quantities, part revisions, and lead times, entering updates into ERP/MRP software.
- Maintain accurate documentation, account correspondence, and records, while assisting with invoice reconciliations.
- Proactively inform clients and internal stakeholders regarding schedule modifications or operational adjustments.
Key Qualifications & Preferred Skills
- Demonstrated background in customer service, order execution, project coordination, or account support, ideally within contract or industrial manufacturing environments.
- Working knowledge of manufacturing workflows, purchase orders, production planning, and fulfillment timelines.
- Proficiency with ERP/MRP systems, Microsoft Excel, and Microsoft Outlook.
- Strong organizational skills, problem-solving capabilities, and professional communication skills.
- Experience supporting OEM accounts, precision sheet metal fabrication, machining, or electronics manufacturing is highly preferred.
- Familiarity with work orders, customer web portals, return material authorizations (RMAs), and forecasts is a plus.
- Bilingual proficiency in English and Spanish is a plus.
