Senior customer support representative

Location: San Jose, CA

Industry: Precision Manufacturing / Contract Manufacturing

Role Type: Full-time, Senior-Level Individual Contributor (Non-exempt / Hourly)

Position Summary

We are seeking an experienced Senior Customer Support Specialist to manage key client accounts and act as the primary liaison between our customers and internal operations.

This is a senior individual contributor role that focuses on end-to-end account ownership, including order management, delivery tracking, customer invoicing, order escalations, and daily cross-departmental coordination. The ideal candidate brings dedicated customer service or account management experience from a precision manufacturing, contract manufacturing, sheet metal, electronics, or semiconductor environment.

Key Responsibilities

• Account Management: Serve as the primary point of contact for designated customer accounts, building strong relationships and understanding customer requirements.
• Order Administration: Process, review, and maintain customer purchase orders and sales orders within the ERP/MRP system, ensuring accurate pricing, part numbers, revision levels, quantities, and schedule requirements.
• Billing & Invoicing: Prepare, review, and process customer invoices, actively investigating and resolving any pricing or billing discrepancies.
• Cross-Departmental Coordination: Partner closely with Production Planning, Engineering, Quality, Purchasing, Shipping, and Sales teams to ensure alignment on customer specifications and production timelines.
• Status Updates & Logistics: Track open orders and proactively inform clients about lead times, order statuses, delivery timelines, and potential schedule changes.
• Issue Resolution: Handle customer escalations and direct internal teams to implement prompt, effective solutions for scheduling, material, or delivery issues.
• Order Adjustments: Manage client requests for expedites, order modifications, reschedules, cancellations, and return material authorizations (RMAs).
• Forecast & Demand Tracking: Monitor customer demand forecasts and convey changing needs to internal production and planning teams.
• Documentation & Portals: Maintain updated customer accounts, interaction records, and supporting files; update customer-specific portals and reports as required.

Qualifications & Skills

Required:

• Significant prior experience in customer service, account management, or order fulfillment within a manufacturing environment (or equivalent combination of education and experience).
• Solid understanding of manufacturing workflows, production cycles, material lead times, and scheduling dynamics.
• Hands-on experience processing customer purchase orders and navigating ERP/MRP software systems.
• Familiarity with billing routines, including invoice preparation and discrepancy resolution.
• Proficiency with Microsoft Office programs, particularly Microsoft Excel and Outlook.
• Strong written and verbal communication skills with the ability to interface across all levels of internal and external organizations.
• Excellent organizational skills, detail orientation, and multi-tasking abilities.

Preferred:

• Experience in contract manufacturing, precision sheet metal fabrication, machining, semiconductor, or electronics manufacturing.
• Background supporting Original Equipment Manufacturer (OEM) or high-value key accounts.
• Working knowledge of purchase orders, work orders, forecasts, RMAs, and web-based customer management portals.
• Bilingual proficiency in English and Spanish is a plus.