Program Support Specialist

Overview

The primary role of the Account Specialist is to interact with customers to address their concerns, answer their concerns and assist them with their needs. A Account Specialist will often answer customer calls, emails and respond to any questions about purchase orders or tracking for product. A customer service representative will be responsible but not limited to the following duties and responsibilities:

Responsibilities

• Serve as the primary point of contact for customer inquiries, purchase orders, and order tracking updates.
• Manage communication regarding schedule changes, delivery timelines, and any adjustments required by the customer.
• Maintain a positive and professional relationship with customers, buyers, and internal teams, ensuring consistent and clear communication.
• Handle purchase orders related to special requirements, including customer-provided tooling, expedite charges, and non-recurring engineering fees.
• Oversee customer delivery schedules, closely monitoring order statuses and proactively addressing any issues.
• Collaborate with internal departments (e.g., production, logistics, and quality assurance) to ensure timely and accurate order fulfillment.
• Validate and process customer purchase orders, including reviewing change orders and communicating updates.
• Lead efforts to enhance customer service processes, ensuring prompt and accurate responses to quotes and inquiries.
• Provide daily status updates to the leadership team, highlighting key metrics and any issues requiring attention.
• Identify opportunities for process improvements that contribute to better customer service and account management.

Qualifications

Education/Experience:

• High school diploma or GED; Bachelor’s degree preferred.
• 4-6 years of related customer service or account management experience, ideally in aerospace or defense manufacturing.
• Experience with MRP or ERP systems is highly desirable.

Skills and Abilities:

• Proven experience managing customer accounts, including handling complex orders and schedules.
• Strong problem-solving skills and the ability to prioritize tasks effectively under pressure.
• Excellent communication skills, both written and verbal, with a demonstrated ability to manage customer relationships.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with ERP/MRP systems.
• Strong organizational skills with the ability to manage multiple tasks and deadlines.
• Ability to work independently while also being an effective team player.
• High attention to detail, with a commitment to delivering quality service.
• Familiarity with aerospace manufacturing processes and terminology is a plus.

Physical Demands:

• The employee is regularly required to communicate effectively and use hands for typing and other office tasks.
• Occasionally required to stand, walk, or lift objects up to 25 pounds.

Work Environment:

• The work environment is typically an office setting with moderate noise levels.
• Occasional exposure to manufacturing environments and moving machinery.