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Customer Support Associate
Position Summary
We are seeking a detail-oriented and customer-focused Customer Support Associate (CSA) to serve as the primary interface between our organization and our customers for product orders and delivery schedules. This role is responsible for processing customer delivery schedules, managing order fulfillment activities, and coordinating with internal teams to ensure timely and accurate customer support.
The Customer Support Associate represents our organization in all matters related to order fulfillment and plays a key role in maintaining strong customer relationships through responsiveness, problem-solving, and collaboration.
Essential Responsibilities
Order Processing & Contract Review
- Perform contract review for delivery schedules received in compliance with established procedures.
- Process delivery schedules accurately, including EDI transmissions and manual schedule entry.
- Revise existing delivery schedules using standard work and company policies.
- Address and resolve contract review issues including revision changes, drop-ins, drop-outs, and orders below MOQ requirements.
- Initiate Change Requests related to product revision changes identified during order processing.
- Initiate re-quotation requests for current production parts in accordance with established procedures and timelines.
Customer Support & Communication
- Serve as the frontline internal contact for customer order fulfillment issues.
- Respond promptly to customer inquiries via phone, email, and other communication channels.
- Provide timely updates to customers regarding lead time changes, requested information, and order-related concerns.
- Escalate customer issues through appropriate internal functional resources when necessary.
- Coordinate responses and actions required from other departments to support customer needs.
Cross-Functional Collaboration
- Participate in Customer Action Teams focused on improving order fulfillment processes.
- Work collaboratively with internal departments to resolve customer concerns and ensure delivery performance.
- Execute assigned tasks related to obsolete tooling and job discontinuance procedures.
Forecasting & Compliance
- Obtain and maintain customer forecasts to support budgeting and production planning processes.
- Ensure system forecasts are updated with at least 12 months of demand visibility whenever possible.
- Coordinate compliance activities related to customer and government requirements, including USMCA certifications and customer surveys.
- Complete all assigned training by required due dates.
Core Values & Culture
We are committed to building a culture grounded in our core values:
- Respect – Value differences, respect others’ time, and assume positive intent.
- Integrity – Match actions to intent, do the right thing, and build trust.
- Humility – Listen actively, recognize opportunities for improvement, and give credit where due.
- Drive – Commit to results, continuously raise the bar, and communicate expectations clearly.
- Teamwork – Collaborate effectively, support others, and hold each other accountable.
- Innovation – Encourage creativity, resourcefulness, and continuous improvement.
- Safety – Demonstrate concern for the safety of self and others while supporting our Goal Zero safety culture.
Qualifications
Education & Experience
- Associate degree (2-year degree) or equivalent work experience required
- Minimum of 5 years of experience in a related customer service, customer support, order management, or manufacturing support role
Preferred Skills
- Experience with EDI systems and delivery schedule management
- Strong organizational and multitasking skills
- Excellent written and verbal communication skills
- Ability to work cross-functionally in a fast-paced manufacturing environment
- Strong problem-solving and customer relationship management abilities
- Proficiency with Microsoft Office and ERP systems
What We Offer
- Competitive compensation and benefits package
- Collaborative and team-oriented work environment
- Opportunities for professional development and growth
- A culture focused on safety, innovation, and continuous improvement
Join our team and help deliver exceptional customer support while driving operational excellence and customer satisfaction.
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