Customer Service Representative

Howmet Fastening Systems (HFS) is seeking a Customer Service Representative in Torrance, CA.

Primary Purpose

Performs customer service duties in accordance with department and company objectives. Acts as liaison between customers and the company to facilitate sales and the resolution of account or service problems. Provides customers with information about products and services. Solicits and maintains favorable contacts with current and potential key accounts. Develops relationships with internal and external customers that will benefit the overall business plan. Builds good relationships with internal and external customers that will benefit company objectives to maintain and increase market share. These areas include but not limited to timely quotes to customer, customer schedule changes and delivery issues in production. Follow-up on quotes and determine why business is lost (i.e., Pricing, lead-time, or delivery).

Major Activities

• Requires daily interaction with customers, which includes preparing quotes, performing data entry and following-up on customer’s orders. Handle customer complaints in a professional and timely manner to ensure resolution and customer satisfaction
• Train other CSRs on daily activities, including but not limited to RFQs and proper formatting
• Process strategic quotes for RFQs and work directly with Product Managers, Buyers, Account Managers, etc.
• Acts as liaison between customers and internal departments. Interface with various HFS departments, i.e., Shipping, Planning, Engineering, and Quality.
• Able to process/prepare and coordinate large spreadsheets/LTA’s, as required, for the Customer Support team
• Prepares quotes for the customers, which include pricing and delivery. If pricing is not available, coordinate with the necessary department to obtain pricing. Work with factory if delivery does not meet the needs of the customer
• Accept orders from the customer. Book orders to the applicable location. Coordinate adding the item master for part numbers as required. Work with change notices from the customer, which may include cancellations, reschedules and quantity changes. Make appropriate changes to the sales order. Address customers’ needs on late deliveries or expedited parts as required
• Perform proper Contract Review and follow all Sales Procedures as required
• Maintain organized sales files. Sales file must contain purchase order, sales order, changes, notices from the customer and any correspondence with customer or factory
• Handle initial rejected parts or paperwork from the customer, coordinate with the Quality Department and issue an RMA when necessary
• Work with Howmet Credit on past dues invoices or short pays. Perform necessary research to resolve the problem. Initiate credit/debit memos as required
• Obtain knowledge of Howmet Fastening Systems products, which include conversions, substitutions, and knowledge of competitor’s products
• On occasion, visit assigned customers with coordination of Account Manager and Team Leader
• Must understand customer’s terms and conditions and long-term agreements. Possess an understanding of contract language
• Train co-workers and mentor less-senior employees
• As required, in the absence of other department team members work to support their customers in a backup roll
• Able to work with minimum supervision.
• Handle a fast-paced work environment and be able to deal with stressful situations
• Must be well organized and have good time management skills

Benefits/Salary:

The position includes competitive wages and a comprehensive benefits package, including health insurance (medical, dental, vision), excellent 401k matching program, paid holidays and vacation. Howmet Aerospace curates a strong working environment through opportunities for career progression, community engagement activities, and flexible schedules contingent upon role and location. The salary range for this position is $50K to $60K.

Basic Requirements

• Minimum 3 years’ experience with customer service/sales preferably in a manufacturing environment
• High school diploma or GED
• Must have strong interpersonal and communication skills
• Must be proficient in Microsoft Word, Excel, & Outlook
• 50+ Words per Minute
• Able to understand blueprints and technical data
• Be familiar with international accounts and export regulations
• Be familiar with distributor accounts and specifics regarding distributor agreements and procedures
• Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Preferred Qualifications:

• Be familiar with OEM/Engine accounts and specifics regarding the product and procedures
• Extensive experience with MRP and ERP systems preferred
• Familiarity with HFS systems (COP, CPQ, CRM, GCS) preferred
• Experience in aerospace manufacturing and/or fasteners industry