Sr. Customer Support Representative

Senior Customer Support Representative
Location - 100% Onsite
Schedule/Shift - Monday-Friday, 8:00 AM-4:30 PM
Pay: $45.00 per hour
26-09705

Job Summary

The Senior Customer Support Representative manages a portfolio of accounts, including OEMs, airlines, MROs, and distribution partners, while serving as the primary point of contact for customer account needs. This role is responsible for building strong customer relationships, managing forecasts and proposals, supporting negotiations, monitoring fulfillment, and identifying opportunities to improve customer satisfaction and grow existing business. The position works closely with cross-functional teams including Contracts, Pricing, Supply Chain, Quality, Engineering, Finance, Sales, Manufacturing, Operations, and Shipping to ensure successful customer outcomes. The role requires strong account management, communication, analytical, organizational, and problem-solving skills in a manufacturing or aerospace environment.

Job Responsibilities

• Serve as the primary point of contact for customer account management matters.
• Build and maintain strong, long-term relationships with customers, business contacts, executives, and stakeholders.
• Review contracts, RFQs, and RFPs and coordinate with internal teams to understand requirements and prepare accurate quotes and proposals.
• Support contract negotiations, gate reviews, customer program reviews, audits, and related customer activities.
• Lead onsite meetings, teleconferences, proposal kickoffs, and customer coordination meetings.
• Review customer forecasts and coordinate inventory and rotable pool requirements to support customer demand.
• Monitor fulfillment activities from order processing through delivery, shipping, and logistics.
• Track delivery schedules and communicate the status of monthly and quarterly initiatives to internal and external stakeholders.
• Communicate with customers regarding quotes, order status, turnaround times, delivery schedules, and issues.
• Negotiate with customers and follow up to obtain quote approvals and delivery commitments.
• Review customer claims and provide analysis and supporting information to Finance and Accounting teams.
• Develop recovery plans for performance issues, analyze root causes, and coordinate corrective actions.
• Monitor industry developments and market trends affecting assigned customers.
• Identify new business opportunities and areas for improvement with existing and prospective customers.
• Prepare account metrics, performance updates, and status reports for leadership.
• Coordinate with cross-functional teams to resolve customer issues and improve the overall customer experience.
• Maintain accurate customer, contract, proposal, and program documentation.

Job Requirements

• 3+ years of experience in account management, contract administration, customer service, project management, quality, or supply chain within a manufacturing, operations, or aerospace environment with a bachelor's degree.
• In lieu of a bachelor's degree, 10+ years of relevant experience in account management, contract administration, customer service, project management, quality, or supply chain within a manufacturing, operations, or aerospace environment.
• Experience managing customer programs or complex customer accounts.
• Experience with proposal and contract preparation, terms and conditions, negotiation, compliance matrices, and contract management.
• Familiarity with aerospace customers and industry requirements preferred.
• Strong communication and relationship management skills.
• Strong leadership, teamwork, problem-solving, program management, and time management skills.
• Strong organizational skills and ability to manage multiple customer priorities simultaneously.
• Proficiency with Microsoft Project, Word, Excel, PowerPoint, Outlook, and basic internet applications.
• Understanding of federal laws and corporate and project finance principles preferred.
• Ability to analyze customer behavior, forecasts, metrics, and business trends.
• Must be legally authorized to work in the United States without company sponsorship.
• Must meet U.S. Person requirements under the International Traffic in Arms Regulations (ITAR).
• Must be able to work 100% onsite.
• Candidates must reside within the applicable local commuting area.

Education

• Bachelor's degree from an accredited institution in Business, Supply Chain, Engineering, Operations, or a related field preferred.
• A high school diploma or GED may be considered with the required additional relevant experience.

About Equiliem

Equiliem believes in empowering success. It's our job to cultivate relationships that connect people and employers in a way that is inclusive, intelligent, and allows both to thrive.

Across the U.S., leading companies in healthcare, government, engineering, manufacturing, professional services, and energy rely on us for their workforce solutions. Our recruiting and HR services include contract and direct hire staffing, Payrolling/EOR, Independent Contractor Compliance, and Managed Services.

For almost 30 years, we've helped shape our industry. Today, we continue to research, ask questions, and continuously enhance the candidate journey and client experience.

Benefits

We offer a comprehensive benefits package to our employees, which includes:

• Medical Insurance
• Vision & Dental Insurance
• Life Insurance
• Matching 401(k)
• Commuter Benefits
• Employee Discounts & Rewards
• Payroll Payment Options

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Equiliem is an equal opportunity employer. We do not discriminate or allow discrimination based on race, color, religion, creed, sex, age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Equiliem will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [emailprotected] or (732) 238-6050.