Customer Service Representative

Senior Customer Service Representative

iNRCORE Group is a leading, vertically integrated provider of highly engineered, high-reliability, and high-performance passive electronic components. We serve mission-critical data and power applications in the Defense, Aerospace & Avionics, Space,Smart Grid, Medical, AI/Data center, and Hi-Rel industrial markets.

We currently have an opening for Senior Customer Service Representative in our Gowanda Electronics facility, located in Gowanda, NY. This position is critical to the success of iNRCORE Group and will be supporting customer account management, order processing, and sales support activities to ensure exceptional customer experience, operational excellence, and revenue growth. This role reports directly to the Customer Service Manager or Sales Manager.

The ideal candidate for this position should be highly organized, detail-oriented, and customer-focused with strong communication skills. They should have significant experience in a manufacturing or technical environment, handling complex customer inquiries, managing strategic accounts, processing orders, and supporting sales initiatives. Familiarity with ERP systems, Microsoft Office, and customer portals is essential. A proactive attitude, advanced problem-solving skills, and the ability to collaborate across departments are key. This individual will serve as a senior subject matter expert, manage the company's most complex customer relationships, provide leadership and mentoring to team members, and partner with internal stakeholders to drive customer satisfaction and business results.

Details of the Role: The position of Senior Customer Service Representative will be responsible for managing customer accounts, processing orders, preparing quotes, supporting outside sales representatives, and leading key initiatives to improve customer experience. During the course of a standard workday, you will be expected to communicate directly with customers, maintain accurate records, coordinate with internal teams to meet delivery and quality requirements, and proactively identify opportunities to enhance service and operational efficiency.

Duties and Responsibilities:

• Serve as the primary contact for the company's most strategic and high-value customer accounts.
• Communicate directly with customers via phone, email, and portals to address inquiries and resolve complex or escalated issues.
• Process customer orders, schedule changes, returns, and maintain accurate account records.
• Prepare and submit quotes and bids, working with Supply Chain and Engineering for pricing and specifications.
• Maintain forecasts for assigned products and update customer portals as required.
• Coordinate with production, shipping, and quality teams to ensure on-time delivery and compliance with requirements.
• Support outside sales representatives with account information, lead generation, and customer relationship management activities.
• Participate in weekly production planning, sales, and customer review meetings.
• Lead resolution efforts for critical customer escalations and cross-functional issues.
• Analyze customer performance metrics, order trends, forecasts, and service levels to identify opportunities for improvement and risk mitigation.
• Recommend and implement process improvements to enhance customer experience, operational efficiency, and business performance.
• Mentor, train, and support Customer Service Representatives and assist with onboarding new team members.
• Develop and maintain strong relationships with key customer contacts and internal stakeholders.
• Assist management with reporting, performance analysis, and customer service strategy initiatives.
• Participate in customer visits, business reviews, audits, and strategic planning discussions as needed.
• Promote a positive, proactive attitude and maintain professionalism in all customer interactions.
• Perform other customer-related duties as assigned

Qualifying Attributes and Skills:

• High school diploma required; Associate's Degree preferred; Bachelor's Degree in Business, Supply Chain, Marketing, or a related field is a plus.
• Minimum of 7 years of customer service experience in a manufacturing, industrial, or technical environment, including managing strategic customer accounts and resolving complex customer issues.
• Strong proficiency with Microsoft Office (Excel, Word, Outlook) and ERP systems.
• Excellent verbal and written communication skills.
• Ability to read and interpret customer specifications, contracts, and technical documentation.
• Strong organizational skills with attention to detail and accuracy.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Demonstrated success managing strategic accounts and high-value customer relationships.
• Strong leadership, mentoring, and coaching skills.
• Advanced problem-solving, analytical, and decision-making abilities.
• Experience leading cross-functional projects and continuous improvement initiatives.
• Strong business acumen and understanding of manufacturing operations, supply chain processes, and customer requirements.
• Ability to influence stakeholders and drive results without direct supervisory authority.
• Positive attitude and ability to resolve problems effectively.
• High level of integrity and ability to handle confidential information.

iNRCORE and its affiliated entities are an equal opportunity employer with a full suite of benefits offered to full-time employees.

• Excellent earning potential with qualifying annual bonuses
• Health, Dental, and Vision Benefits
• Elective Flexible Spending and Dependent Care Accounts
• Company paid and elective buy-up Life & AD&D Insurance
• Company paid Short-Term Disability and Elective Long-Term Disability
• Elective Critical Illness, Hospital Indemnity, and Supplemental Accident Coverage Benefits
• 401(k) Retirement Savings Plan with qualifying Company match
• Company paid mental health and Employee Assistance Program (EAP)
• Paid Holidays and generous paid time off (PTO)
• Employee Discount Program (LifeMart via ADP)
• Tuition Reimbursement for qualifying degrees and certification programs.

iNRCORE, LLC and its affiliated entities is an Equal Opportunity Employer. All qualified applicants will be considered.