Customer Service Representative
Position Summary
We are seeking a detail-oriented and relationship driven Customer Service Representative to join our team to manage complex customer relationships end-to-end, from initial quoting and order placement through delivery and post-sales support. In this role, you will ensure accurate and timely execution of customer requirements while consistently meeting key performance indicators (KPIs) for speed, accuracy, and on-time delivery; and serve as a primary liaison between customers and internal teams, driving cross-functional alignment, resolving issues efficiently, and enhancing overall customer satisfaction.
What You’ll Do
RFQ & Quotation Management
- Review customer requirements, specifications, and terms to ensure compliance with company standards
- Prepare accurate and timely quotations, including pricing analysis and cost comparisons
- Coordinate internal reviews and approvals for RFQs
- Maintain RFQ logs and analyze quote win rates
Order Management
- Process customer purchase orders and ensure alignment with quoted terms
- Resolve discrepancies prior to order acceptance
- Enter and manage orders in the ERP system
- Provide regular updates on order status
Customer Support
- Respond to customer inquiries related to orders, quotes, invoices, and technical questions
- Investigate and resolve issues such as product damage, shortages, and warranty claims
- Track and ensure timely closure of all customer inquiries
Collaboration & Continuous Improvement
- Partner with Engineering, Purchasing, and Sales teams to maintain accurate product and pricing data
- Support strategic accounts and process improvement initiatives
- Develop and track key performance metrics (KPIs)
What Success Looks Like
- Timely and accurate RFQ and order processing
- Strong customer satisfaction and responsiveness
- High on-time customer delivery performance
- Continuous improvement in processes and service metrics
Required Qualifications:
- Bachelor’s degree or 7+ years of related experience in a customer service or order management role
- Advanced Microsoft Excel and Office skills
- Strong communication and problem-solving abilities
- Analytical mindset with attention to detail
- Experience working with ERP systems
- Ability to adapt in a fast-paced, changing environment while maintaining a positive attitude
- Aerospace industry experience highly preferred
Preferred:
- Experience in the aerospace or manufacturing industry
- Background in pricing, quoting, or technical customer support
Benefits Package
- Health Coverage: Medical, dental, and vision insurance
- Retirement Plan: 401(k) with company match
- Paid Time Off: Vacation plus paid holidays
- Work-Life Balance: Supportive environment with flexibility where possible
- Career Development: Training programs and opportunities for advancement
Why Join Us?
- Collaborative, cross-functional work environment
- Opportunity to work with strategic customers and complex projects
- Focus on continuous improvement and professional growth
Pay: $70,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Application Question(s):
- Are you comfortable working in an onsite setting?
- Describe a time you handled a difficult customer. What did you do and what was the outcome?
- How would you respond to a customer who is upset about a delayed response?
- What makes you great at customer service?
- Do you have experience supporting international customers across multiple time zones?
- Do you have experience reviewing and interpreting customer contracts, requirements, or service-level agreements?
- Are you comfortable working in a fast-paced, high-volume, and deadline-driven customer support environment?
- Please describe your experience supporting aerospace customers (e.g., airlines, OEMs, MROs, or government/defense clients.
- Will you now or in the future require employer-sponsored visa support (e.g., H-1B)?
- Do you have at least 5 years of customer service experience in aerospace, aviation, or another highly regulated industry?
Education:
Experience:
- Customer support: 5 years (Preferred)
- ERP systems: 3 years (Preferred)
Ability to Commute:
- Cincinnati, OH 45215 (Preferred)
Work Location: In person
