Customer Experience & Order Orchestration Lead

DRT Aerospace, LLC; Winsted (CT); On-site; USD 70,000 - 95,000; Full time

Job summary

DRT Aerospace, LLC is seeking a Customer Support Lead to act as the central hub between Sales, Production, Planning, Quality, Shipping, and Finance. You’ll own the customer experience from order entry through delivery, ensuring speed, accuracy, communication, and follow-through at every step.

If you thrive in a fast-paced manufacturing environment and enjoy solving problems before they escalate, you’ll excel here and help keep operations and customers aligned.

Qualifications

• High School Diploma required; Associate degree preferred.
• 3+ years in customer service, order management, sales support, or manufacturing environment.
• Experience with ERP/MRP systems strongly preferred.
• Background in industrial, manufacturing, automotive, or technical environments is a plus.

Responsibilities

• Act as the primary point of contact for customer inquiries, order updates, product questions, and issue resolution.
• Build strong, trusted relationships through proactive, professional communication.
• Resolve complaints and escalations with urgency and accountability.
• Keep customers informed, confident, and supported at every stage.
• Translate customer needs and priorities to internal teams with clarity.
• Enter and manage customer orders accurately within ERP systems.
• Review pricing, product specs, and delivery requirements for completeness.
• Track orders end-to-end to ensure on-time delivery performance.
• Manage order changes, returns, credits, and special requests.
• Support contract review and order acknowledgment processes.
• Monitor inventory levels to support customer demand and delivery commitments.
• Partner with Production Planning, Manufacturing, and Shipping to avoid delays.
• Identify risks early and elevate supply or scheduling issues proactively.
• Support forecasting and demand planning activities.
• Help maintain inventory accuracy and reporting integrity.
• Generate weekly, monthly, and ad hoc reports on orders, service metrics, and inventory.
• Analyze trends and highlight opportunities for improvement.
• Maintain accurate ERP/CRM data and documentation.
• Build insights that support better decision-making across teams.
• Identify process gaps and recommend improvements to workflows and communication.
• Support onboarding and mentoring of team members when needed.
• Participate in cross-functional initiatives and operational projects.
• Champion a customer-first, accountability-driven culture.

Skills

Customer-first mindset

Clear communicator

Highly organized

Problem solving

Attention to detail

Microsoft Office

ERP/CRM/order management systems

Education

High School Diploma

Associate degree

Tools

ERP/MRP systems

CRM systems

Job description

DRT Aerospace, LLC is seeking a Customer Support Lead to act as the central hub between Sales, Production, Planning, Quality, Shipping, and Finance. You’ll own the customer experience from order entry through delivery, ensuring speed, accuracy, communication, and follow-through at every step.

If you thrive in a fast-paced manufacturing environment and enjoy solving problems before they escalate, you’ll excel here and help keep operations and customers aligned.