Customer Service Representative
LMI Aerospace
- Cottonwood Falls, KS
- Permanent
- Full-time
- Resolves customer requests, questions and complaints frequently requiring analysis of situations to determine best use of resources.
- Customer focal for all customer questions, concerns and problem resolution
- Serves as liaison between the customer and various departments throughout facility
- Liaison between customers, plant personnel to facilitate flow of materials, tooling, paperwork, etc. in and between work centers to ensure 100% on-time delivery.
- Manages and coordinates customer short flows, AOG’s (aircraft on ground) including negotiating due dates when on-time delivery is in jeopardy
- Communicate with Production, scheduling, shipping and purchasing to acquire dates to report to customers.
- Proactively reviews all delivery schedules via system generated reports and customer portals
- Review customer sales orders – filter FAI orders, verify pricing on all orders, and verify lead time on sustaining orders.
- Manage incomplete PO’s with customers to ensure all information meets NADCAP and Sonaca North America requirements.
- Relay customer changes; address, locations, contacts, and other important information to proper personnel.
- Main contact and the resident expert for each assigned customer regarding issues such as: contract requirements and specific individual needs of the customers and/or their representatives, lead-times, etc.
- Review of all P.O.C.’s and new order entry reports and apply changes, or work with others as necessary, to determine required actions, if any.
- Using ERP system to research and analyze customer situations
- Proactively review and manage delivery schedules:
- Maintain a hands-on approach to status and handle delinquencies; know where they are within the plant and the projected delivery date. Status to the customer will be done in the format they request or that they agree upon.
- Identify potential problems, analyze and propose alternatives for resolution for any issues that may jeopardize on-time delivery. Request, charge and track expedite costs as required.
- Coordinates the efficient flow of product through the manufacturing process
- Utilizes capacity management techniques to maximize throughput and reduce constraints to perform processes necessary to efficiently meet the customer’s demand
- Depending on the needs of the site location working from, may review, manage, and execute orders to manufacturing to support customer demands
- Continually work to build a long-term relationship with the customer
- This is a role of “goodwill ambassador”, as well as acting as liaison and problem solver.
- Works independently under minimal supervision.
- Function as a productive, contributing and responsible member of his/her work team.
- Cross train and support customer service team objectives as required.
- Is familiar with all job tools available and applicable to the job and the plant including standard procedures and work instructions.
- In all actions, supports the Quality Policy, Mission Statement and other policies and procedures by supporting our commitment to total customer satisfaction, quality products and services, lean processes, continuous improvement, on-time delivery, safety, teaming, individual accountability and respect for people.
- May occasionally work in another facility to accommodate customer requirements and/or adjust for variation in work flow within the company.
- 4 year's experience in customer service in manufacturing or related industry preferred.
- Aerospace experience and/or background in manufacturing environment desired.
- Associate degree or high school diploma with equivalent years of experience in customer service, engineering, or materials management preferred.
- Experience with Microsoft Office; Outlook, Word, Excel, and PowerPoint.
- Experience with SAP or other another like ERP systems.
- Ability to develop win-win relationships with customers.
- Ability to work effectively in a team based environment.
- Ability to effectively present information and respond to questions one-on-one from groups or individuals.
- Ability to solve practical problems, utilizing standard operating procedures.
- Ability to interpret information furnished in written, oral and/or diagram form, to determine the best course of action among various alternatives.
- Must have good analytical skills.
- Must be well organized, can prioritize, maintain focus and follow through.
- Understanding of process flows, lead-times and lean principles in a manufacturing environment.
- Knowledge of all Production Control functions.
- Ability to learn each product line’s capabilities and limitations.
- 401(k) retirement savings plan with a percentage company-match contribution
- Competitive wages
- Paid holidays
- Paid time off
- Medical, dental, vision, life, and accidental insurance
- Short-term disability
- Long-term disability
- Employee assistance plan — for access to counseling, consulting and other community resources
- Wellness program
- Tuition assistance