Senior Customer Service Representative

Job Description

Job Description

Description:

Senior Customer Service Representative – Aerospace & Advanced Manufacturing
Cincinnati, OH (Onsite)

Support Customers at the Center of Aerospace Operations

We are seeking a detail-oriented, relationship-driven Senior Customer Service Representative to manage complex customer accounts from initial quote through delivery and post-sales support. This role sits at the center of operations, ensuring accuracy, responsiveness, and alignment across internal teams in a fast-paced aerospace environment.

You will act as the primary liaison between customers and internal functions, driving execution, resolving issues, and ensuring a high standard of service across every interaction.

Why Work Here

• High-impact role – You own the customer experience from quote to delivery in a complex, technical environment
• Aerospace exposure – Work with precision products, detailed specifications, and high-performance expectations
• Cross-functional visibility – Partner daily with Engineering, Purchasing, and Sales
• Strategic account involvement – Support key customers and contribute to long-term relationships
• Process improvement focus – Opportunity to refine workflows, improve KPIs, and elevate service delivery
• Stable and growing environment – Work on meaningful projects with real operational impact

What You’ll Do

RFQ & Quotation Management

• Review customer requirements, specifications, and terms for compliance
• Prepare accurate and timely quotes, including pricing analysis and cost comparisons
• Coordinate internal reviews and approvals for RFQs
• Maintain RFQ logs and analyze quote win rates

Order Management

• Process customer purchase orders and ensure alignment with quoted terms
• Resolve discrepancies prior to order acceptance
• Enter and manage orders within the ERP system
• Provide customers with regular updates on order status

Customer Support

• Respond to inquiries related to orders, quotes, invoices, and technical questions
• Investigate and resolve issues including product damage, shortages, and warranty claims
• Track and ensure timely closure of all customer inquiries

Collaboration & Continuous Improvement

• Partner with Engineering, Purchasing, and Sales to maintain accurate product and pricing data
• Support strategic accounts and process improvement initiatives
• Develop, track, and report on key performance metrics (KPIs)

What Success Looks Like

• Accurate and timely RFQ turnaround and order processing
• Strong customer satisfaction and responsiveness
• High on-time delivery performance
• Continuous improvement in service processes and KPIs

Requirements:

What You Bring

• Bachelor’s degree or 7+ years of experience in customer service, order management, or similar role
• Advanced Microsoft Excel and Office skills
• Strong communication and problem-solving abilities
• High attention to detail with an analytical mindset
• Experience working with ERP systems
• Ability to thrive in a fast-paced, changing environment
• Aerospace or manufacturing experience strongly preferred
• Experience in aerospace or manufacturing
• Background in pricing, quoting, or technical customer support

Benefits

• 401(k) with 5% match
• Medical, dental, vision, and life insurance
• Employee Assistance Program
• Flexible Spending Account (Section 125)
• Competitive paid time off
• Additional paid sick leave
• Tuition reimbursement

Work Environment

This role is on-site in Cincinnati, Ohio 45215. Employees work primarily in an office environment while interacting regularly with customers, suppliers, and internal departments. Occasional visits to manufacturing or warehouse areas may be required. This role deals with international customers and vendors, and off hours may be required at times. Physical requirements include sitting, standing, walking, and lifting up to 25 pounds.

Ready to Own the Customer Experience?

If you can manage complexity, communicate clearly, and keep customers and internal teams aligned in a fast-moving aerospace environment, this is your role.

Apply now to step into a position where your work directly impacts customer satisfaction, operational performance, and long-term business success.

Job Type: Full-time
Location: Cincinnati, OH 45215 (Onsite)