Customer Service RepresentativeThe Technical Customer Service Representative supports customers within the aerospace and automotive industries by providing knowledgeable, timely, and accurate assistance related to parts and components. This role requires the ability to navigate and work within complex customer portal systems, review and validate technical order requirements and process orders in accordance with customer requirements and internal procedures. The representative serves as a primary point of contact for receiving purchase orders, customer inquiries, including order status updates, product availability questions, and documentation requests.
Success in this role requires strong attention to detail, excellent communication skills, and the ability to interpret technical information. The Customer Service Representative collaborates closely with engineering, operations, supply chain, and sales teams to ensure customer expectations are met and that any service issues are resolved efficiently. This position plays a key role in maintaining positive customer relationships and supporting operational excellence.
Key ResponsibilitiesCustomer Support & Communication- Serve as the primary point of contact for assigned accounts-respond to inquiries on order status times, availability, documentation, and other related order requests (email, phone, portals).
- Build and maintain customer trust through consistent follow-through, clear communication, and ownership of customer needs from inquiry through fulfillment.
- Proactively communicate order confirmations, ship dates, delays, expedites, and partial shipments; set clear expectations and follow through.
- Support the processing of returns, credits/debits, and order discrepancies (RMA) in collaboration with Quality and Operations.
Order & Portal Management- Navigate complex customer portal systems to receive POs, retrieve forecasts/schedules, acknowledge orders, submit change requests, and upload documentation.
- Work within customer portals to process advance shipping notices, produce required barcode labeling, and arrange shipment scheduling when applicable.
- Review and validate purchase orders (pricing, terms, quantities, revision levels, delivery dates, Incoterms, export requirements), and process orders in the ERP accurately and on time.
- Provide updates to customers on promise dates; coordinate expedites, splits, pulls/pushes and coordinate with Planning/Production/Logistics.
Documentation & Compliance- Ensure adherence to customer-specific requirements, AS9100, ISO9001 & ISO3485 processes, and internal SOPs for controlled documents and change control.
Issue Resolution & Continuous Improvement- Log and coordinate resolution of order discrepancies, shortages, damages, invoice issues, and portal rejects; drive timely containment and corrective actions with cross-functional teams.
- Support customer complaints, NCRs, and 8D responses by gathering facts, timelines, and data from internal stakeholders.
Cross-Functional Collaboration- Contribute to continuous improvement initiatives that reduce cycle time, prevent errors, and strengthen customer confidence.
- Partner with Sales/Account Managers on quotes, pricing updates, long-term agreements, and forecast alignment.
- Work with Planning/S&OP on capacity, lead-time changes, ATP/CTP checks, and allocation decisions.
- Coordinate with Logistics on shipping method, export paperwork, hazmat (if applicable), and delivery appointments.
Qualifications- Experience: 2-3 years in customer service, order management, or inside sales supporting technical parts in aerospace, automotive, industrial, or manufacturing environments.
- Systems: Experience with customer portals and ERP (e.g., SAP, Oracle, Infor, Microsoft Office) and basic EDI workflows a plus.
- Communication: Excellent written and verbal communication; able to set expectations and de-escalate.
- Detail Orientation: High accuracy in order entry with strong attention to detail and documentation control.
- Education: High school diploma or equivalent required; Associate's or Bachelor's in Business, Supply Chain, or related field preferred (or equivalent experience).
Location: This is a 100% in office position located at 434 W Edgerton Ave Milwaukee WI 53207
What We Offer- Competitive salary and performance-based bonuses.
- Comprehensive benefits package, including health, dental, and vision insurance.
- Opportunities for professional growth and development.
- Collaborative and supportive work environment.
We look forward to hearing from you and exploring how you can contribute to the continued success of Associated Metal Forming Technologies !
AMFT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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