Customer Solutions Specialist

STS Aerospace; Laconia (NH); On-site; USD 42,000 - 63,000; Full time

Job summary

STS Aerospace is seeking a Customer Solutions Specialist to blend relationship management with data-driven decision making.

You will manage orders, analyze demand, and coordinate across supply chain, manufacturing, sales, and procurement to resolve complex issues and drive efficiency.

Qualifications

• Bachelor's degree in a relevant field is preferred.
• 3-5 years in customer service, success, or supply chain analytics.
• Experience with data, reporting, ERP systems, or analytics tools is preferred.

Responsibilities

• Develop and maintain strong customer relationships through proactive communication and account management.
• Analyze customer demand patterns, forecasts, inventory positions, and order trends.
• Utilize Excel, ERP systems, and reporting tools to identify opportunities and mitigate risks.
• Serve as the primary contact for inquiries, order management, delivery, and issue resolution.
• Collaborate with supply chain, production, purchasing, and sales to balance requirements.
• Coordinate with customers and internal departments to resolve service and delivery issues.
• Support continuous improvement initiatives through process analysis and recommendations.
• Leverage CRM, ERP, and reporting systems to maintain accurate customer records and metrics.
• Identify risks, anticipate needs, and recommend proactive solutions.
• Other duties as assigned.

Skills

Relationship mgmt

Data analysis

Communication

Excel

ERP/CRM

Education

Bachelor's degree in Business, Supply Chain, Operations Management, Data Analytics, or related field

Tools

ERP

CRM

BI tools

Job description

Summary

Under the general direction of the Customer Service Manager, the Customer Service Representative (Customer Solutions Specialist) serves as a tactical partner to customers by combining exceptional relationship management skills with data-driven decision-making. This role is responsible for managing customer orders, analyzing demand and scheduling requirements, resolving complex issues, and coordinating information across supply chain, manufacturing, sales, and procurement functions.

Description

Under the general direction of the Customer Service Manager, the Customer Service Representative (Customer Solutions Specialist) serves as a tactical partner to customers by combining exceptional relationship management skills with data-driven decision-making. This role is responsible for managing customer orders, analyzing demand and scheduling requirements, resolving complex issues, and coordinating information across supply chain, manufacturing, sales, and procurement functions.

The ideal candidate excels at building trusted customer relationships while leveraging data, reporting, and business insights to drive operational efficiency and customer satisfaction. Success in this position requires strong communication skills, technical aptitude, critical thinking, and the ability to identify trends and develop solutions that create value for both the customer and the organization.

Summary

Additional/Updated Essential Responsibilities

• Develop and maintain strong customer relationships through proactive communication and account management.
• Analyze customer demand patterns, forecasts, inventory positions, and order trends to support business decisions.
• Utilize Excel, ERP systems, and reporting tools to identify opportunities, mitigate risks, and improve customer outcomes.
• Serve as the primary point of contact for customer inquiries, order management, delivery performance, and issue resolution.
• Collaborate with supply chain, production, purchasing, and sales teams to balance customer requirements with operational capabilities.
• Coordinates with customers and internal departments to address service, quality, and delivery issues and ensure timely resolution.
• Support continuous improvement initiatives through process analysis and recommendations for increased efficiency and customer satisfaction.
• Leverage CRM, ERP, and reporting systems to maintain accurate customer records and performance metrics.
• Identify risks, anticipate customer needs, and recommend proactive solutions.
• Regularly and consistently at work on time
• Other duties as assigned

Skills & Competencies

• Strong interpersonal, relationship-building, and customer-facing communication skills.
• Advanced problem-solving and critical-thinking abilities.
• Ability to translate data into actionable business recommendations.
• Strong analytical capabilities with experience interpreting trends, KPIs, and operational metrics.
• Advanced proficiency in Microsoft Excel, including:
  • Pivot Tables
  • VLOOKUP/XLOOKUP
  • Data analysis and reporting
  • Charts
• Experience with ERP, CRM, or business intelligence platforms preferred.
• Ability to manage multiple priorities in a fast-paced manufacturing environment.
• Comfortable presenting business insights and performance metrics to customers and internal leadership.
• High attention to detail with a strong sense of ownership and accountability.

Requirements

Education & Experience

Bachelor's degree in Business, Supply Chain, Operations Management, Data Analytics, or a related field preferred. 3-5 years of experience in customer service, customer success, account management, supply chain, operations, manufacturing support, or a related analytical role. Combination of education & experience will be considered.

Experience working with data, reporting, forecasting, ERP systems, or business analytics tools is highly preferred.