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

Position Summary

AGSE Tooling is seeking a Customer Service Representative to serve as the primary point of contact for customers throughout the quote, order, and fulfillment process. This role is responsible for processing Requests for Quotes (RFQs), entering customer orders, responding to inquiries, and ensuring a high level of customer satisfaction.

The ideal candidate is highly organized, detail-oriented, and comfortable working with customers, internal teams, and ERP systems in a fast-paced manufacturing environment. This position plays a critical role in supporting AGSE's aerospace customers by ensuring timely communication, accurate order processing, and exceptional customer service.

• Join a growing aerospace tooling and ground support equipment manufacturer

• Work closely with Sales, Engineering, Purchasing, and Operations teams

• Gain exposure to pricing analysis, customer contracts, and ERP systems

• Opportunity to develop technical product knowledge and customer relationship skills

• Play a key role in supporting global aviation customers

• Collaborative team environment with opportunities for growth and advancement

• Competitive compensation and comprehensive benefits package

• Process customer Requests for Quotes (RFQs)

• Review customer requirements, specifications, quality clauses, and terms and conditions

• Perform pricing analysis and cost comparisons using historical quote data

• Coordinate internal reviews and approvals for quote submissions

• Prepare and deliver RFQ responses to customers

• Track quote activity and support quote win-rate analysis

• Review customer purchase orders and contracts for accuracy

• Resolve discrepancies prior to order acceptance

• Enter sales orders into the ERP system and provide order acknowledgements

• Maintain accurate order records and documentation

• Provide customers with order status updates and delivery information

• Respond to customer inquiries regarding orders, pricing, invoices, products, and services

• Investigate and resolve customer concerns related to product damage, missing parts, warranty requests, and shipment issues

• Document, track, and drive resolution of customer inquiries within established service levels

• Maintain professional and positive customer relationships

• Partner with Engineering and Purchasing to maintain accurate product and pricing information

• Support Sales with market pricing information and customer data

• Assist with KPI reporting and continuous improvement initiatives

• Support the development and maintenance of customer pricing catalogs

Qualifications

• Bachelor's degree or a minimum of five years of customer service, order management, inside sales support, or related experience

• Strong proficiency in Microsoft Office applications, including advanced Excel skills

• Experience working with ERP systems or similar business software

• Excellent communication, customer service, and relationship-building skills

• Strong organizational skills and attention to detail

• Ability to manage multiple priorities and deadlines in a fast-paced environment

• Strong analytical and problem-solving abilities

• Ability to communicate professionally with customers and internal stakeholders

• Aerospace, aviation, manufacturing, or industrial industry experience

• Experience processing quotes, sales orders, and customer contracts

• Experience supporting technical or engineered products

• Knowledge of pricing analysis and order fulfillment processes

• Familiarity with Epicor ERP or similar ERP systems

• Accurate and timely processing of customer quotes and orders

• High levels of customer satisfaction and responsiveness

• Strong quote turnaround times and order accuracy

• Effective resolution of customer issues and inquiries

• Positive working relationships with customers and internal teams

• Continuous improvement in customer service processes and KPI performance

Compensation & Benefits

• Base Salary: $55,000 - $70,000

• Bonus: Up to 10% discretionary annual bonus

• Medical, dental, life, and vision insurance

• 401(k) with company match

• Paid time off and holidays

• Tuition reimbursement

• Referral program

• Career development opportunities

Compensation is based on experience, education, and qualifications.

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.