Senior Customer Service Representative at Advanced Ground Systems Engineering LLC – Cincinnati, Ohio

We are seeking a detail-oriented and relationship driven Customer Service Representative to join our team to manage complex customer relationships end-to-end, from initial quoting and order placement through delivery and post-sales support. In this role, you will ensure accurate and timely execution of customer requirements while consistently meeting key performance indicators (KPIs) for speed, accuracy, and on-time delivery; and serve as a primary liaison between customers and internal teams, driving cross-functional alignment, resolving issues efficiently, and enhancing overall customer satisfaction.

What You’ll Do

RFQ & Quotation Management

• Review customer requirements, specifications, and terms to ensure compliance with company standards
• Prepare accurate and timely quotations, 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 in the ERP system
• Provide regular updates on order status

Customer Support

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

Collaboration & Continuous Improvement

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

What Success Looks Like

• Timely and accurate RFQ and order processing
• Strong customer satisfaction and responsiveness
• High on-time customer delivery performance
• Continuous improvement in processes and service metrics

Required Qualifications:

• Bachelor’s degree or 7+ years of related experience in a customer service or order management role
• Advanced Microsoft Excel and Office skills
• Strong communication and problem-solving abilities
• Analytical mindset with attention to detail
• Experience working with ERP systems
• Ability to adapt in a fast-paced, changing environment while maintaining a positive attitude
• Aerospace industry experience highly preferred

Preferred:

• Experience in the aerospace or manufacturing industry
• Background in pricing, quoting, or technical customer support

Benefits Package

• Health Coverage: Medical, dental, and vision insurance
• Retirement Plan: 401(k) with company match
• Paid Time Off: Vacation plus paid holidays
• Work-Life Balance: Supportive environment with flexibility where possible
• Career Development: Training programs and opportunities for advancement

Why Join Us?

• Collaborative, cross-functional work environment
• Opportunity to work with strategic customers and complex projects
• Focus on continuous improvement and professional growth

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Education:

• Bachelor's (Preferred)

Ability to Commute:

• Cincinnati, OH 45215 (Required)

Work Location: In person