Customer Service Representative (Customer Success)

Position Overview: The Customer Service Representative (Customer Success) is responsible for coordinating daily communications, both written and verbal, with customers and performing administrative functions to support order fulfillment; a central hub of communications. 

Primary Job Responsibilities: 

• Efficiently manage customer requests and facilitate communication, both internally and externally, to ensure order throughput and customer satisfaction. 
• Verify and convey accurate information such as order status, expediting options, delivery tracking and other customer inquiries regarding orders and general customer service. 
• Provide timely resolutions to customers through various communication channels including but not limited to in person, over the phone, and via email. 
• Collaborate with internal business partners to ensure customer’s expectations are exceeded for assigned and unassigned accounts.
• Ensure a high level of accountability and consistency in adhering to customer specific quality, processing, communication and turnaround requirements.  
• Assist in administrative functions throughout the Customer Success department including order entry, planning, customer request and department initiatives.  

Knowledge, Skills, Abilities:

• Must be a detail-oriented, organized, self-starting, and hardworking individual with excellent communication and genuine interpersonal skills.
• Must have critical thinking skills and the ability to develop solutions for complex situations. 
• Prioritize and efficiently complete tasks with consistency and accuracy, often under pressure and/or short deadlines. 
• Ability to learn the fundamentals of special processing in the manufacturing of Aerospace and Defense components. 
• Ability to make good judgements and quick decisions around commercial negotiations and discussions.

 Minimum Job Requirements:

• At least three years’ professional experience in a customer success role, preferably in manufacturing.
• PC proficient with a thorough understanding of Microsoft Office applications and capable of learning internal ERP software.
• Applicants must have a high school degree at a minimum. College degree or some college coursework is preferred. 
• Maintain a professional appearance and uphold a positive company image.
• Bilingual in English/Spanish a plus.

 Reports To: The CSR reports to the Customer Success Manager.

 Hours: Normal hours are typically 7:30 AM – 4:00 PM, with potential overtime eligibility as needed. 

Compensation: $18 – $20+ per hour, dependent on qualifications. Opportunities for advancement available.

 As a permanent, full-time MIL employee, benefits include:

• Annual performance and compensation review, with eligibility for annual bonuses 
• MIL Inc. 401(k) plan with employer matching and profit sharing 
• Premium health insurance as well as supplemental vision and dental insurance plans  
• Company paid and supplemental life insurance and AD&D 
• Company paid holidays and personal paid time-off (accrual & enrollment package)

Please do not hesitate to ask for additional details on any of our benefits & policies.

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