Customer Service Administrator

The Customer Service Administrator serves as a primary point of contact for assigned customers and coordinates customer requirements, order status, delivery commitments, and program documentation across internal departments.

This position works closely with Program Management, Production Planning, Manufacturing, Quality, Engineering, and Shipping to ensure customer expectations are understood, communicated, and fulfilled.

The successful candidate will be highly organized, detail-oriented, proactive, and capable of managing multiple customer requirements in a fast-paced aerospace and defense manufacturing environment.

The Customer Service Administrator is responsible for maintaining accurate information, facilitating timely communication, identifying potential delivery or customer service issues, and ensuring appropriate follow-through on outstanding actions.

Essential Duties and Responsibilities

1. Customer Communication
- Serve as a primary point of contact for assigned customer inquiries and routine program communications.
- Respond to customer requests professionally, accurately, and within appropriate response times.
- Communicate order status, anticipated delivery dates, schedule changes, and other relevant updates.
- Coordinate customer meetings, maintain meeting records, and distribute meeting minutes and action items as needed.
- Establish and maintain positive working relationships with customer representatives.
- Escalate complex customer concerns, contractual questions, and significant delivery risks to the appropriate Program Manager or department leader.

2. Order and Delivery Coordination
- Monitor customer orders, production schedules, and delivery commitments.
- Coordinate with Production Planning, Manufacturing, Engineering, Quality, and Shipping to obtain accurate order status.
- Track upcoming deliveries and proactively identify orders requiring additional attention.
- Maintain visibility of customer priorities, schedule changes, and expedite requests.
- Coordinate shipment documentation, inspection requirements, and other customer-specific deliverables.
- Follow up on outstanding internal actions that could affect customer commitments.

3. Program and Documentation Administration
- Maintain accurate customer records, order information, program documentation, and correspondence.
- Support the preparation and submission of customer reports, schedules, and required documentation.
- Maintain customer action-item logs, deliverable trackers, and other program administration tools.
- Monitor upcoming milestones and reporting deadlines.
- Assist Program Managers with meeting preparation, status reporting, and administrative tasks.
- Ensure customer records and documentation are maintained in accordance with company procedures and applicable requirements.

4. Internal Coordination
- Work collaboratively with internal departments to resolve routine customer and order-related issues.
- Communicate customer requirements and changes to the appropriate internal personnel.
- Track open actions and follow up with responsible individuals to ensure timely completion.
- Help identify recurring communication gaps, administrative issues, and opportunities to improve customer service.
- Participate in internal program reviews and customer-related meetings as required.
- Support continuity of customer communication during personnel absences or changes in program assignments.
- Data entry and extraction within the Enterprise Resource Planning System.
- Assist in maintaining accurate Sales Forecasting of Orders and Backlog.

5. Problem Identification and Escalation
- Identify potential delivery delays, missing information, overdue actions, and documentation deficiencies.
- Notify the appropriate personnel when a customer commitment is at risk.
- Gather relevant information to support timely resolution of customer issues.
-Ensure customer concerns are routed to the appropriate decision-maker.
- Maintain visibility of unresolved issues until they are addressed or formally transferred to the responsible owner.

Required Qualifications
- High school diploma or equivalent.
- Two or more years of experience in customer service, order administration, project coordination, or a related administrative position.
- Strong written and verbal communication skills.
- Excellent organizational skills and attention to detail.
- Proficiency with Microsoft Outlook, Excel, Word, and other standard business applications.
- Ability to manage multiple priorities and meet established deadlines.
- Demonstrated ability to follow through on commitments and maintain accurate records.
- Ability to work effectively with customers and personnel across multiple departments.

Preferred Qualifications
- Associate degree or bachelor's degree in business administration, operations management, supply chain management, or a related field.
- Experience in aerospace, defense, precision machining, or another manufacturing environment.
- Familiarity with ERP systems, manufacturing schedules, purchase orders, and customer delivery requirements.
- Experience maintaining action-item logs, delivery trackers, customer reports, or program documentation.
- Familiarity with government-contracting environments and customer-specific documentation requirements.
- Experience working with quality documentation, inspection requirements, and shipment documentation.

Core Competencies
- Customer Focus: Understands customer needs and communicates professionally.
Accountability: Takes ownership of assigned responsibilities and follows through on commitments.
- Organization: Maintains accurate records and effectively manages multiple priorities.
- Communication: Provides timely, clear, and accurate information to customers and internal stakeholders.
- Attention to Detail: Recognizes discrepancies and ensures information is accurate before communicating it.
- Proactiveness: Identifies potential problems early and initiates appropriate follow-up.
- Teamwork: Coordinates effectively across departments and works toward shared customer commitments.
- Adaptability: Responds effectively to changing priorities in a dynamic manufacturing environment.

Measures of Success

Performance in this position will be evaluated based on:
-Timeliness and accuracy of customer communications.
- Accuracy of order status and delivery information.
- Completion of assigned administrative tasks and customer deliverables by their due dates.
- Timely identification and escalation of potential delivery issues.
- Responsiveness to customer inquiries.
- Accuracy and completeness of customer documentation.
- Effectiveness of coordination and follow-through with internal departments.

Scope of Authority
The Customer Service Administrator is authorized to coordinate routine customer communications, obtain and communicate order status, maintain customer records, and follow up on assigned actions.

Changes to contractual commitments, delivery dates requiring formal approval, pricing, scope, technical requirements, and significant customer disputes must be coordinated with the appropriate Program Manager or authorized company representative.

Benefits offered:

Benefits:
-Medical Benefits
-Dental-50% Employer Paid
-Vision-50% Employer Paid
-STD-50% Employer Paid
-LTD-50% Employer Paid
-Protec Prescription Safety Glass Plan-Employer Paid
-Company Paid EAP
-Voluntary Benefits- Life, Accident, Specified Disease, Pet Insurance, and ID & Legal Shield
-PTO
-10 Paid Holidays
-1 Paid Floating Holiday
-Wellness Program
-Telehealth Services
-2nd Shift Premiums
-401K up to 4% match
-Company Paid Life Insurance $20,000
-FSA Account
-Paid Parental Leave
-Paid Bereavement
-Tuition Reimbursement
-Safety Shoe Allowance
-Employee Events
-Career Advancement

Veterans encouraged to apply

Premier Precision Machining, LLC is an Equal Opportunity Employer, committed to fostering diversity in its staff, and strongly encourages applications from the entire spectrum of a diverse community.