Senior PCB Customer Success & Order Lead

WINONICS; Brea (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Winonics is seeking an experienced Senior Customer Service Representative to manage customer accounts and coordinate the order process from quote through shipment in a fast-paced PCB manufacturing environment.

This role serves as a key liaison between customers and internal teams to ensure orders are processed accurately, customer requirements are communicated effectively, delivery commitments are managed, and issues are resolved promptly.

Qualifications

• 5+ years of customer service or account management in a B2B manufacturing environment.
• Experience reviewing purchase orders, pricing, specifications, amendments and terms.
• Proficiency with ERP/MRP/CRM systems and MS Office tools.
• Ability to read manufacturing blueprints/drawings and customer requirements.

Responsibilities

• Manage assigned customer accounts and orders from quote through shipment.
• Serve as the primary contact for customer inquiries, order status and delivery commitments.
• Initiate and coordinate requests for quotation (RFQs).
• Review and enter customer purchase orders, verifying pricing, quantities, revisions, specs, terms.
• Process Sales Orders and provide order acknowledgments to customers.
• Coordinate with Production Control/Planning for lead times and ship dates.
• Monitor open orders, backlog, and customer delivery requirements.
• Process order changes including expedites, cancellations, holds, and date changes.
• Monitor holds and coordinate with Engineering for required information or approvals.
• Work cross-functionally with Production, Engineering, Planning, Quality, Shipping to resolve issues.
• Proactively communicate delays and updated delivery commitments to customers.
• Process customer returns and RMA requests with Quality.
• Assist with shipping, invoicing, pricing, quantity, EDI and other discrepancies.
• Maintain accurate records in ERP/MRP/CRM and participate in customer review meetings.

Skills

Customer service

Account management

Order management

Problem-solving

Communication

Attention to detail

Tools

ERP/MRP system

CRM system

Microsoft Excel

Outlook

Word

EDI

Job description

Winonics is seeking an experienced Senior Customer Service Representative to manage customer accounts and coordinate the order process from quote through shipment in a fast-paced PCB manufacturing environment.

This role serves as a key liaison between customers and internal teams to ensure orders are processed accurately, customer requirements are communicated effectively, delivery commitments are managed, and issues are resolved promptly.