Customer Relations Specialist

Role Overview

• Serve as a primary customer point of contact, processing customer requests and inquiries related to pricing, delivery, order status, expedites, and customer surveys.
• Prepare and communicate quotations, including pricing and delivery lead times, working with Sales, Operations, and Engineering as needed.
• Administer customer purchase orders by reviewing, accepting, and entering orders; performing purchase order reviews; issuing order acknowledgements; and processing change notices for new or existing parts.
• Validate customer requirements through design verification and cross-referencing, coordinating with Engineering to resolve requirements, clarify exceptions, or support special requests.
• Process return material authorizations (RMAs), validate returned materials, issue customer credits, and enter replacement or rework orders as required.
• Monitor and manage open order reports to support on-time delivery; proactively notify customers of changes to committed delivery schedules.
• Follow up on quotations to secure orders and document reasons for lost business.
• Obtain pricing approvals in accordance with established guidelines and authorization levels.
• Coordinate delivery lead times and recommend adjustments to pricing or lead times based on production capacity and customer needs.
• Complete purchase order reviews in compliance with ITAR, FAR, and DFARS flow-down requirements, including review of end-user statements where applicable.
• Manage customer portals and maintain accurate, up-to-date customer order information.
• Administer channel stock rotation through quarterly reviews.
• Manage inactive, obsolete, and retired part number quotations.
• Review and interpret customer terms and conditions, escalating concerns as appropriate.
• Resolve customer issues through cross-functional collaboration with Sales, Engineering, Operations, Accounting, and Quality.
• Respond to customer requests for order documentation, including order acknowledgements, shipment tracking, certificates of conformance (CoC), and invoices.
• Verify customer freight and shipping requirements to ensure compliance with customer and company logistics expectations.

Requirements

• Associate degree
• Three (3) to five (5) years of experience in customer service, inside sales, or a related customer-facing role within a manufacturing or technical environment

Benefits

• PTO
• Benefits begin on day 1 of employment