Senior Customer Service Representative (Manufacturing)

Your Job:

You will perform a wide variety of duties to interpret, analyze, coordinate, enter, and follow up on sales orders and shipments; maintain sales records and files; and provide customers with accurate technical, pricing, and delivery information. You will ensure order accuracy before release for production, coordinate across sales, engineering, and production, and proactively manage order-related issues to meet customer commitments.

Our Team: You will join the Customer Service & Sales Operations team that partners closely with outside sales, account managers, production planning, engineering, and accounting to deliver on customer expectations. The team is focused on on-time delivery, clear communication, and continuous process improvement.

What You Will Do

• Serve as the primary point of contact for assigned customer orders, ensuring orders are interpreted correctly and entered accurately into the ERP system before release for production.
• Validate pricing, payment terms, delivery schedules, and warranted quality/flowdown codes; escalate and coordinate with internal stakeholders when clarifications or exceptions are required.
• Proactively manage order health by monitoring open order reports, submitting lead-time requests to schedulers/planners, and initiating change orders or expedite actions to prevent or resolve delivery issues.
• Prepare and issue sales order acknowledgements, quotes, and customer communications with clarity and timeliness to build customer confidence and reduce downstream errors.
• Support account managers with customer escalations, schedule adjustments (pull-ins/push-outs), and coverage during PTO or absence to ensure continuity of service.
• Collaborate with sales, marketing, engineering, and production to provide technical application guidance and to communicate significant customer developments across departments.
• Maintain and update customer accounts and documentation in accordance with accounting and company procedures; assist with reproms and catalog requests as needed.
• Act as backup to the main switchboard or perform additional clerical duties that support the sales and service objectives of the department.

Who You Are (Basic Qualifications)

• High school diploma or equivalent.
• Two to four years of related experience in sales order entry, customer service, or supply chain coordination, or an equivalent combination of education and experience.
• Proficient with ERP/order-entry systems and comfortable entering and auditing purchase orders, acknowledgements, and change orders.
• Strong written and verbal communication skills; able to read and interpret documents, write routine correspondence, and communicate with internal teams and customers clearly and professionally.
• Comfortable performing basic business math (discounts, percentages, delivery calculations) and applying common-sense problem solving in standardized situations.

What Will Put You Ahead (Preferred Qualifications)

• Experience in aerospace/defense or other highly regulated industries with familiarity of flowdowns, quality codes, and warranted requirements.
• Direct experience with Molex - ADS codes or equivalent part/quality flowdown mapping and audit processes.
• Proficiency with advanced Excel functions, reporting tools, or experience generating and managing open order reports and customer-facing documents.
• Prior exposure to production scheduling/planning processes and working knowledge of lead-time commitments and planner interactions.
• Associate degree or coursework in business, supply chain, or related field; experience supporting account managers and cross-functional process improvement activities.
• Experience with international orders, export documentation, or multi-currency invoicing (if applicable).