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Customer Service Representative

Space-Lok, Inc
Email

Customer Service Representative

 

PURPOSE:

The Customer Service Representative serves as the primary link between customers and the company, ensuring timely order completion, managing customer requests, resolving complaints, boosting sales, and coordinating with various departments such as purchasing, manufacturing, quality, and shipping. This role requires the ability to build and maintain professional relationships at multiple levels, both internally and externally.

KEY PERFORMANCE INDICATORS:

  • Customer Service Satisfaction
  • Data Entry Accuracy 
  • First Contact Resolution
  • Response Time

ESSENTIAL JOB RESPONSIBILITIES:

  • Manage and enter orders and customer change orders to optimize factory utilization, meet customer expectations, and achieve business objectives.
  • Reconcile the MRP system backlog with customer portal schedules.
  • Oversee the progress of expedited orders, pull-ins, and late orders to meet customer delivery expectations.
  • Coordinate with other departments to resolve technical issues requiring customer action (e.g., fixed-process approvals, first article inspections, quality/engineering resolutions).
  • Interact with Shipping/Receiving departments to ensure smooth workflow in and out of production.
  • Handle customer calls, providing production status updates, coordinating special instructions, and managing customer requests.
  • Develop and maintain relationships with key decision-makers at multiple levels within customer organizations.
  • Collaborate with other departments to resolve key customer-related manufacturing issues and identify continuous improvement opportunities in processes and communication.
  • Oversee contract review, ensuring orders are properly entered and processed in a timely manner, requiring coordination with other departments.
  • Develop a system to maintain active and expired contracts.

 

Other Job Duties include but are not limited to: 

  • Relay customer changes (e.g., addresses, locations, contacts) to the appropriate personnel.
  • Assist Accounts Receivable in obtaining past-due payments and mediating payment conflicts to ensure customer accounts are current.
  • Initiate certification corrections through Quality Systems.
  • Manage incomplete purchase orders with customers.
  • Work as needed during critical times to meet customer deadlines.
  • Maintain a neat and orderly work area.
  • Interact professionally with co-workers and vendors, understand internal customers, and strive to maintain good relations with others.
  • Respond quickly to inquiries and follow up as needed.
  • Embrace change to ensure the overall success of the company.
  • Comply with all Federal, State, and Local regulations, as well as all company policies and procedures.
  • Perform other duties as assigned.

BASIC QUALIFICATIONS

  • High School diploma or equivalent required; Bachelor’s Degree preferred.
  • Minimum of 1 year of related customer service experience preferred.
  • Ability to apply basic mathematical skills, analyze, and interpret data.
  • Strong troubleshooting skills with a focus on process improvement.
  • Excellent verbal and written communication skills to convey ideas and processes effectively.
  • Ability to complete work assignments accurately and efficiently, with a focus on achieving goals.
  • Self-motivated and able to work independently with minimal supervision.
  • Strong organizational and planning skills.
  • High attention to detail.
  • Team-oriented mindset.
  • Proficient in Microsoft Outlook, Word, Excel, and PowerPoint.
  • Ability to work overtime, including weekends as required.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

  • Office-based role with regular visits to the production floor and occasionally, supplier sites.
  • bility to work in a fast-paced environment and handle multiple priorities.
  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift 35 pounds at times.
  • Must be able to access and navigate each department at the organization's facilities

Work Location:

In person.

The position is in Gardena, CA

 

Note: This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status. ITAR defines U.S. person as an U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.  Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.