Senior Customer Service Rep.

Winonics is seeking an experienced Senior Customer Service Representative to manage customer accounts and coordinate the order process from quote through shipment in a fast-paced PCB manufacturing environment.

This position serves as a key liaison between customers and internal teams to ensure orders are processed accurately, customer requirements are communicated effectively, delivery commitments are managed, and issues are resolved promptly. The ideal candidate is organized, responsive, detail-oriented, and able to manage multiple priorities while maintaining a high level of customer satisfaction.

Key Responsibilities

· Manage assigned customer accounts and orders from quote through shipment.

· Serve as the primary point of contact for customer inquiries, order status, delivery commitments, and account needs.

· Initiate and coordinate requests for quotation (RFQs).

· Review and enter customer purchase orders, verifying pricing, quantities, revisions, specifications, terms, and delivery requirements.

· Process Sales Orders and provide order acknowledgments to customers.

· Coordinate with Production Control/Planning to establish lead times, ship dates, and delivery commitments.

· Monitor open orders, backlog, work-in-progress, forecasts, and customer delivery requirements.

· Process order changes, including expedites, push-outs, cancellations, holds, quantity changes, and delivery-date changes.

· Monitor engineering holds and coordinate with customers and Engineering to obtain required information or approvals.

· Work cross-functionally with Production, Engineering, Planning, Quality, Shipping, and other departments to resolve order, delivery, quality, and customer-related issues.

· Proactively communicate delays, changes, and updated delivery commitments to customers and coordinate expedited production or shipping when required.

· Process customer returns and RMA requests in coordination with Quality.

· Assist with resolution of shipping, invoicing, pricing, quantity, EDI, and other order-related discrepancies.

· Maintain accurate customer, order, forecast, and communication records in the ERP/MRP/CRM system.

· Handle complex or escalated customer concerns and follow issues through resolution.

· Participate in customer review meetings and occasional customer-site visits as needed.

· Support continuous improvement efforts focused on order accuracy, response times, on-time delivery, and customer satisfaction.

· Assist with training and providing guidance to Customer Service team members as needed.

Qualifications

• 5+ years of customer service, account management, order management, or related experience in a B2B manufacturing environment preferred.
• Experience managing customer orders from quotation through shipment.
• Experience reviewing purchase orders, pricing, specifications, revisions, and customer terms.
• Experience with ERP/MRP/CRM systems.
• Ability to read and interpret manufacturing blueprints/drawings, specifications, terminology, processes, and customer requirements.
• Experience with RMA/customer return processes preferred.
• Strong Microsoft Excel, Outlook, and Word skills.
• Excellent verbal and written communication skills. Strong organizational skills and attention to detail.
• Strong problem-solving skills and ability to work effectively with internal and external customers.

We are an ITAR-compliant facility, and all employees must meet ITAR eligibility requirements.