Customer Account Coordinator - The Staffing Resource Group, Inc

Customer Account Coordinator

Salary: $25/hr

Employment Type: Contract to Perm

Industry: Aviation / Manufacturing

Location: Sarasota, FL

Schedule: M-Th, 7AM- 5:30PM

Requirements:

• Bachelor's Degree from an accredited institution. In lieu of a degree, a minimum of 3 additional years experience in Customer Service and/or Sales or similar industry may be considered.
• 2+ years of related experience in Customer Service or similar.
• Excellent communication skills and the ability to engage actively with others is required.
• MS Office skills are required.
• Experience on data entry.
• Must adapt to various software programs.
• Must be detail oriented with a high level of organization while multi-tasking.
• Proven problem resolution skills and resourcefulness.
• Capable of working in a deadline-oriented environment.

Responsibilities:

• Responsible to customer emails and calls, acting as the primary point-of-contact for daily operations between Company and TIER 2 & 3 customers. Provide order status updates and proactively address customer needs by resolving or escalating urgent customer requests.
• Review contracts for all orders to ensure customer requirements are met in line with negotiated terms, including quality standards and import/export regulations.
• Ensure that sales orders are accurately entered into the ERP system and/or other support databases.
• When applicable, validate that parts required are entered into the ERP system based on technician inputs (MRO).
• Maintain all required records and archives per Company s record retention policy in accordance with the Quality Management System and customer requirements.
• Provide quotes to customers and coordinate with them on negotiating PO contracts or top-level contract pricing, delivery, and administrative requirements. Ensure compliance with Company s policies, terms, and conditions from proposal to shipment.
• Monitor on-time delivery status for customers, ensuring sales and service orders are closed in the ERP system when applicable.
• Collaborate with the supply chain department to assess delivery options and ensure timely delivery.
• Coordinate refurbishment of units for cannibalized parts and identify core unit exchanges (MRO).
• Work with the supply chain to identify alternative part numbers or collaborate with customers on delivery dates.
• Update the ERP system promptly for all customer change requests and ensure demand alignment is communicated with detailed order management.
• Manage customer portals for changes and updates, ensuring all customer requirements are met.
• Provide timely recovery plans as required by the customer, including intercompany and subcontracting needs, fostering a relationship of trust with the customer.
• Oversee outbound (and occasionally inbound) logistics of products and parts, including outbound and inbound management of subcontracted parts (MRO).
• Generate ASN (Advance Shipping Notices) in the customer portal and assist the quality department in providing or uploading FAI (First Article Inspection) documentation to customers.
• Perform warranty contract obligations in coordination with the Sales and Marketing team, ensuring compliance with Company s terms and conditions.
• MRO: Review contractual agreements, quote scope, PSA, NFF, track TAT, and ensure chargeback payments from customers.
• OE: Support Warranty Manager to track contract obligations, TAT, and payments from customers when applicable.
• Assist finance with month-end reconciliation and ensure accurate financial closing by submitting or generating invoices in the customer portal (e.g., WAWF).
• Collaborate and communicate effectively with Program Management and Key Account Managers to meet customer needs.
• Provide customer feedback through KPIs to monitor satisfaction, TAT, OTD, and warranty performance. Represent Company s interests during these discussions and address OTD (on-time delivery) concerns.
• Coordinate internal activities with functional teams to meet customer commitments.
• Represent the company at customer review meetings, both on-site and off-site, in a professional manner.
• Understand and ensure compliance with D-Trade (Electronic Licensing System) and work with Trade Compliance to meet shipping regulations.
• Ensure compliance with all export control regulations, including ITAR.
• Have a fundamental understanding of government orders and rated orders.
• Host customers on-site and coordinate source inspections when required.
• Possess a basic understanding of FAA requirements for repairs and PMA purchases.
• Follow safe work practices and contribute to the evolution of Company s health, safety, and environmental program and culture.
• Continuously assess current practices to identify opportunities for process improvements.
• Perform other administrative duties as assigned.
• Be available to work extra hours, including evenings and nights, during business peaks, with regular and predictable attendance being essential.
• Work Environment: 80% Office Work / 20% Working on a Production Floor

EOE/ADA

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SRG offers flexible staffing solutions with a national presence. We provide contract, contract-to-hire, direct hire and executive search services. SRG utilizes an innovative approach to identify and qualify talent that is unique to the Staffing industry, featuring a cutting-edge platform that allows us to match professionals rapidly and precisely to client requirements. We have a proprietary database of over one million candidates and maintain continuous contact with our qualified talent.

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