Customer Service Representative - The Atlas Group

As a Customer Service Representative in the aerospace and defense sector, you’ll be the vital link that keeps our customer relationships soaring. This dynamic role blends customer support with strategic account management, ensuring satisfaction, timely delivery, and flawless communication at every stage. You'll collaborate with internal teams to exceed customer expectations, swiftly address inquiries, and expertly manage accounts, all while driving our commitment to excellence.

• Serve as the primary point of contact for customer inquiries, purchase orders, and order tracking updates.
• Manage communication regarding schedule changes, delivery timelines, and any adjustments required by the customer.
• Maintain a positive and professional relationship with customers, buyers, and internal teams, ensuring consistent and clear communication.
• Handle purchase orders related to special requirements, including customer-provided tooling, expedite charges, and non-recurring engineering fees.
• Oversee customer delivery schedules, closely monitoring order statuses and proactively addressing any issues.
• Collaborate with internal departments (e.g., production, logistics, and quality assurance) to ensure timely and accurate order fulfillment.
• Validate and process customer purchase orders, including reviewing change orders and communicating updates.
• Lead efforts to enhance customer service processes, ensuring prompt and accurate responses to quotes and inquiries.
• Provide daily status updates to the leadership team, highlighting key metrics and any issues requiring attention.
• Identify opportunities for process improvements that contribute to better customer service and account management.

Education/Experience:

• High school diploma or GED; Bachelor’s degree preferred.
• 4-6 years of related customer service or account management experience, ideally in aerospace or defense manufacturing.
• Experience with MRP or ERP systems is highly desirable.

Skills and Abilities:

• Proven experience managing customer accounts, including handling complex orders and schedules.
• Strong problem-solving skills and the ability to prioritize tasks effectively under pressure.
• Excellent communication skills, both written and verbal, with a demonstrated ability to manage customer relationships.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with ERP/MRP systems.
• Strong organizational skills with the ability to manage multiple tasks and deadlines.
• Ability to work independently while also being an effective team player.
• High attention to detail, with a commitment to delivering quality service.
• Familiarity with aerospace manufacturing processes and terminology is a plus.

Physical Demands:

• The employee is regularly required to communicate effectively and use hands for typing and other office tasks.
• Occasionally required to stand, walk, or lift objects up to 25 pounds.

Work Environment:

• The work environment is typically an office setting with moderate noise levels.
• Occasional exposure to manufacturing environments and moving machinery.