Customer Service Representative

Customer Service Representative I

Location: Torrance, CA

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract
• Contract Duration: 5 months
• Pay Rate: $20.33 / Hour (USD)
• Shift / Schedule: 8:00 AM 5:00 PM (flexible)
• Travel Requirements: Must be able to travel up to 10% of the time
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. [Export-control compliance required. See recruiter for eligibility details.]

Job Summary

The Customer Service Representative is responsible for managing business interactions and relationships. This role requires achieving customer satisfaction and managing performance against customer requirements in accordance with contract. The representative serves as a primary communication point internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery, as well as identifying additional growth opportunities and strengthening customer loyalty.

Key Responsibilities

• Serve as the primary point of contact for assigned customers, preparing consistent customer communications, arranging visits, managing weekly customer reviews, and collecting and sharing feedback.
• Manage all aspects of the customer relationship and daily interactions.
• Support Order Management to ensure accurate and timely order processing and returns.
• Oversee the end-to-end order process by partnering with the Global Supply Chain CoE to ensure accurate quotations and timely resolution of order entry errors, and by providing proactive order status communication, coordinating demand changes with planning, and managing customer return processes.
• Understand all executed contract terms for assigned customers through collaboration with Contracts Team. Partner with contracts management, pricing, sales, and accounts receivable teams to ensure full compliance with customer contracts by monitoring contract performance, tracking delivery requirements, resolving contested invoices, and providing justification or disputing customer claims.
• Monitor existing contracts for compliance relative to delivery requirements.
• Develop and maintain customer-specific manuals, as well as key contractual elements.
• Manage customer performance scorecards, resolve performance variances, communicate progress to internal stakeholders, and ensure corrective and preventive actions are aligned with scorecard results.
• Negotiate and manage changes in customer demand to ensure accurate flow down in support of on-time delivery.
• Follow up on quotes and monitor quotes.
• Manage and maintain customer portal data, ensuring accuracy, visibility, and the implementation of process improvements where needed.
• Work closely with Accounts Receivable and customers for quick resolution to contested invoices and deductions.
• Know and apply all terms of Long-Term Agreements for assigned customers. Develop and maintain customer information documents for other team members' use.
• Work closely with operations and supply chain to ensure customer on-time delivery.
• Proactively identify and communicate customer escalations with internal stakeholders.
• Provide guidance to account managers and other cross-functional team members on client processes and systems to strengthen team capabilities.
• Analyze and problem-solve customer-specific performance issues.
• Develop an internal support plan to meet all customer performance expectations and requirements.
• Lead customer service activities for new program development, ensuring requirements are understood, documented, and executed.

Required Skills

• Ability to train others and work in a team-oriented environment
• Strong communication skills and interpersonal skills to support internal and external contacts within a multi-cultured environment
• Demonstrated experience working with MS Office software package
• Analytical skills and detail-orientation
• Ability to prioritize and execute multiple tasks in an efficient manner, and work on multiple projects simultaneously and independently
• Ability to work on time-sensitive projects, meet critical deadlines, and deliver commitments in a calm and organized manner
• Strong judgment and decision-making skills
• Strong business acumen, with the ability to adjust short-term priorities in alignment with organizational strategy, market conditions, and divisional goals
• Proficiency in Microsoft Office, MRP systems, and customer web-based portals; ability to quickly learn and navigate internal systems
• Customer service skills and aptitude and familiarity with manufacturing systems and processes

Preferred Skills

• Work experience with SAP
• Work experience in a customer support role for technical products
• Experience with preparing proposals
• Proficiency or knowledge of ERP systems
• Prior experience with customer portals
• Minimum 5 years of experience in customer service, contract administration, or related experience
• Two (2) or more years of experience in an aerospace manufacturing environment
• One (1) or more years of experience with MRP systems

Education Requirements

• Bachelor's degree from an accredited institution; OR High School Diploma/GED from an accredited institution with a minimum of two (2) years of professional experience in a manufacturing environment

Required Experience

• Minimum of two (2) years of professional experience in a manufacturing environment (required when substituting High School Diploma/GED for Bachelor's degree)

Work Environment / Physical Requirements

• Must be able to travel up to 10% of the time

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

This client is a global power management company operating in more than 100 countries, with revenues of approximately $20.8 billion and a workforce of approximately 160,000 employees worldwide. Founded in 1911, the organization develops intelligent power management technologies spanning electrical systems, aerospace components, vehicle powertrain solutions, and data center infrastructure solutions embedded in the critical systems that keep modern society running. Named in Newsweek's list of Global Most Loved Workplaces, this organization has built a culture grounded in strong ethics, open-door leadership, and a genuine commitment to doing business right. Teams here include electrical engineers, power systems specialists, aerospace technicians, software developers, and supply chain professionals, all working toward a shared mission at the forefront of the global energy transition.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-11979

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