Customer Service Representative

LISI AEROSPACE; Torrance (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

LISI Aerospace is seeking a Customer Service Representative III to act as the main liaison between customers and the company, providing information on products, pricing, lead times, and services. You will handle inquiries, track orders, and coordinate with multiple departments to ensure timely delivery and satisfaction.

The role emphasizes strong communication, problem solving, and teamwork, with emphasis on accurate order entry, price verification, and ensuring a positive customer experience

Qualifications

• High school diploma or GED with associate degree in Business Administration or related field.
• Minimum 5 years related experience in fastener industry.
• Experience with ERP/CRM systems and clerical procedures.
• Strong computer literacy and familiarity with marketing concepts.

Responsibilities

• Responds to quotations by providing price and lead time for customer fastener requirements.
• Facilitates pricing and quote negotiations within parameters to capture orders.
• Advises customers on status of open purchase orders and will-ship dates.
• Corresponds with customers and responds to inquiries as a company representative.
• Coordinates with Production, Quality and Engineering on critical orders and replacements.

Skills

Analytical

Oral communication

Teamwork

Business acumen

Cost consciousness

Adaptability

Planning & organizing

Professionalism

Education

GED + Assoc in Business Admin

Tools

CRM software

ERP systems

MS Office

Job description

The Customer Service Representative III individuals is accountable for communication, consistent interaction and excellent customer service skills to assist and provide information in response to inquiries about products, pricing, lead times, services, handles and resolve complaints. Act as the liaison between the customer and LISI Aerospace.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responds to requests for quotations by providing price and lead time for the customer’s fastener requirements.
• Facilitates with sales pricing and quote negotiations within established parameters when necessary to capture an order.
• Advises customers of the status of their open purchase orders by providing current will ship dates or shipment information regarding a shipped part.
• Correspond with customers and responds to inquiries in a positive and timely manner as a representative of the company
• Provides guidance to production on customer specification and technical documents
• Receives customer purchase orders via telephone, fax, mail, or Electronic Data Interchange (EDI).
• Responsible for verifying the price, lead time, and clauses of incoming purchase orders.
• Responsible for entering new purchase orders and purchase order changes into the computer system.
• Develops and maintains excellent interpersonal skills by talking to customers and handling their complaints, criticisms and their needs.
• Works closely with various departments to ensure that customer needs are being met.
• Coordinates customer rejections with the Quality Assurance and Engineering department to ensure rapid turnaround time for replacement parts for account credit.
• Coordinates critical order requirements with Production, Quality and Engineering on new products.
• Compiles statistics and prepares various reports for upper management.
• Assists in the development and update of processes and procedures
• Elevates any account payable issues that may affect the company credit
• Implements and suggests waste elimination initiatives specifically related to the function and department such as recycling opportunities and elimination of paper waste
• All employees are responsible for complying with the rules and regulations set forth by Federal, Local, and State government, LISI Aerospace, and HSE Procedures.
• All employees are responsible for attending all training provided and for adhering to all HSE procedures, policies, and plans, conforming to reporting requirements, and safe operating procedures at all times.
• All employees are required to bring any known or suspected nonconformance for all company procedures or legal requirements to management’s attention immediately.
• Continually seek opportunities to improve our HSE performance by establishing objectives and targets, measuring progress, and reporting our results.
• Other duties may be assigned.

Other duties may be assigned.

Ways of working, Experience, and Behaviors

• Analytical - Synthesizes semi-complex or diverse information; Collects data and may be required to create concise reports from data analyzed. Required to review and understand contracts and customer specification that may be of a technical nature.
• Technical Skills – Intermediate expertise with the company selected computer software; Good understanding of multiple; Understands and has excellent customer service skills and understands pricing, planning processes, procedures, and practices. Engages in simple negotiations.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens intently to others and seeks clarification; Provides clear and pleasant responses to inquires regardless of the situation; Presents semi-complex concepts in a simple manner to achieve understanding of benefit plans at all levels of the organization. Demonstrates group presentation skills; Participates in meetings.
• Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Places success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of team members.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Adaptabilit y - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Planning/Organizing - Prioritizes and plans work activities of self; Uses time efficiently; Plans for resources in a creative way only adding cost as absolutely necessary; Sets goals and objectives; Works within action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Supervisory Responsibilities

This position has no supervisory responsibilities.

ESSENTIAL JOB REQUIREMENTS SKILLS AND ABILITIES

Education and/or Experience

• High school diploma or general education degree (GED); with Business Administration Associates Degree from college or technical school or equivalent combination of education and experience;
• A minimum of 5 years related experience and/or training; or equivalent combination of education and experience in a fastener industry
• Working experience of administrative clerical procedures
• Working knowledge of relevant computer applications and marketing concepts.

Computer Skills

To perform this job successfully, an individual should have knowledge of Contact Management systems; ERP Database systems; Internet software; Spreadsheet software and Word Processing software.

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical skills:

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units and weight measurement, volume, and distance.

Reasoning ability:

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS, WORK ENVIRONMENT, HEALTH AND ,SAFETY

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand, walk and sit for extended periods of time; requires eye-hand coordination, use hands hand movement and manual dexterity use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl, listen and speak. The employee must occasionally lift and/or move up bend, reach to shoulder level and lift, carrying, pushing and/or pulling to 10 pounds. Normal/average eye vision abilities and hearing level within normal/average range preferred.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Safety and Environmental

The responsibilities of the position include compliance with company and governmental safety, environmental and hazardous materials regulations and procedures. Employee will be required to wear personal safety equipment such as safety glasses, hearing protection, or proper footwear PPE in specified areas.