Customer Service Representative

Job Details: Level: Entry, Job Location: Cleveland Division

• Willoughby, OH, Position Type: Full Time, Education Level: High School, Salary Range: Undisclosed, Job Shift: Administrative Day Time Shift, Job Category: Operations, As a Customer Service Representative, you are responsible for providing timely and professional communication to customers while working closely with Operations, Quality, Scheduling, Shipping/Receiving, and Sales to ensure customer orders are processed, tracked, and delivered successfully.

KEY RESPONSIBILITIES

Serve as a primary day-to-day point of contact for assigned customers and support the Key Account Manager. Respond promptly and professionally to customer inquiries regarding: Order status Estimated completion dates Scheduling Shipping and delivery Missing or delayed orders Documentation Certifications and records Quality-related questions and concerns Provide accurate and timely status updates to customers based on information obtained from internal cost centers.

Proactively communicate changes, delays, shortages, or other issues that may affect customer commitments. Follow up on open customer requests to ensure they are resolved in a timely manner. Recognize customer concerns that require escalation and promptly involve the appropriate Key Account Manager, Operations, Quality, or other personnel.

Regularly walk the manufacturing floor to verify the status and physical location of customer parts. Locate customer orders, containers, racks, and parts throughout the facility. When necessary and within established safety requirements, lift, move, or reposition boxes and containers to locate customer orders. Communicate customer priorities and requirements to the appropriate internal teams.

Help identify potential bottlenecks or issues that could impact customer delivery commitments. Follow up on jobs that are behind schedule or approaching customer-required dates. Assist in coordinating rush, priority, or time-sensitive customer orders. Develop a working understanding of heat-treat processing, production flow, scheduling, and the terminology used by aerospace customers and internal operations.

Use Microsoft Office applications, including Outlook, Excel, Word, and Teams, for daily communication, reporting, tracking, and coordination. Maintain accurate records of customer communications and commitments. Assist with preparing status reports, order summaries, and other requested information. Ensure customer requests and commitments are appropriately documented and communicated internally.

Support the Key Account Manager with customer-related reports, meetings, presentations, and follow-up activities as needed. Develop familiarity with aerospace customer requirements, terminology, specifications, and expectations. Understand the importance of traceability, documentation, quality, on-time delivery, and process compliance in aerospace heat treating.

Work closely with Quality when customer questions involve certifications, processing records, nonconformances, or other quality-related matters. Ensure customer inquiries are routed to the appropriate technical or quality personnel rather than providing information outside the individual's authority. Maintain confidentiality and accuracy when handling customer information and records.

Ability to travel, which may include overnight stays of one or more nights for the above-listed activities.

Qualifications

Qualifications

High school diploma or equivalent. Previous experience in customer service, order management, inside sales, manufacturing support, or a similar role. Strong verbal and written communication skills. Strong organizational and follow-up skills. Ability to manage multiple priorities in a fast-paced manufacturing environment.

Working knowledge of Microsoft Office, particularly Outlook and Excel. Ability and willingness to learn and use company systems. Ability to communicate effectively with customers, production personnel, managers, and other internal departments. Ability to work both independently and as part of a team. Ability to regularly walk the manufacturing floor and safely lift/move boxes or containers as required to locate customer orders.

Preferred Experience working in a manufacturing, aerospace, metal processing, or heat-treating environment. Experience with Salesforce or another CRM system. Familiarity with aerospace quality systems, traceability, certifications, or customer specifications. Experience working with purchase orders, routings, work orders, shipping documents, or manufacturing documentation.

Previous experience supporting commercial or aerospace customers. License(s)/Certification(s) Required: Valid drivers license and acceptable Motor Vehicle Record in compliance with Paulo's Vehicle Use Policy. Competitive Benefits Package: Medical benefits (including Teledoc 360 Telehealth Visits) Dental benefits Group Life Insurance Voluntary Life Insurance Vision Insurance Holiday Pay Sickness & Accident pay 401k with employer match Employee Assistance Program