Customer Service Representative

Job Summary:
Directly responsible for acting as the connection between customer and LMI. Fundamental in driving completion of orders on time, managing customer requests and complaints, increasing sales, and relaying information to Leadership Team and shop employees. Participation in continuous improvement initiatives and LEAN projects required.
Essential Functions include but are not limited to:
Handle customer calls, including providing production status, coordinating special instructions, and manage customer requests for approximately 50 customers.
Manage progress of expedited orders, pull-aheads, and late orders to ensure customer delivery expectations are met.
Assists shop employees with customer-related questions or requests.
Interact with Shipping/Receiving departments to ensure work is flowing in and out of production.
Demonstrate a basic knowledge of aerospace metal finishing processes and specifications.
Encourages shop employees to strive for operational excellence by continually challenging old methods or ways of thinking and taking responsible risks to maximize results; serves as a role model in innovative thinking and process improvement.
Develop strong business relationships with external customers.
Manage schedule changes and conflicts with production leads and managers.
Assist in rework disposition and flow into production.
Provide expedite quotes to internal and external customers.
Other Job Duties include but are not limited to:
Participate in morning walk-thru discussing potential issues, new work opportunities, and other insight that may be beneficial to the growth of the business.
Coordinate truck deliveries, pick-ups, and new location points with drivers.
Relay customer changes; address, locations, contacts, and other important information to proper personnel.
Assist Accounts Receivable staff in obtaining past due payments and mediating payment conflicts, ensuring that customer accounts are current.
Initiate cert corrections thru Quality Systems.
Manage incomplete PO's with customers to ensure all information meets NADCAP and LMI requirements.
Interact with customer base to obtain new work, new customers, and new processes that may benefit the future of the business.
Assist in sales visits with Leadership Team, when necessary.
Work, as necessary, at critical times to meet customer deadlines.
Understand LMI pricing/quoting model to meet customer and OEM requests.
Maintain a neat and orderly work area.
Present to and consult with management on customer trends.
Serve as the intermediary for customer credits and corrective actions.
Handle customer-supplied product with care.
Understand LMI's quality standards and strive to meet and exceed customer expectations.
Practice LMI behaviors. Adhere to protocol for quality, on-time delivery, and safety.
Manage time appropriately so that production schedules are met.
Interact professionally with co-workers and vendors; understand internal customers; and strive to maintain good relations with others.
Respond quickly to inquiries and follows up, as needed.
May assist in other areas or perform other duties, as required by business demands.
Embrace change to ensure overall success of the company.
High School diploma or High School Equivalency required, Bachelor's Degree desired.
At least one year of customer service experience desired
Ability to apply basic mathematical skills preferred.
Presentation skills preferred
Must have knowledge of industry-based standards and specifications.
Computer experience, including Microsoft Office products, required.
Must have ability to learn quickly and apply knowledge in a fast-paced environment.
Must have ability to troubleshoot and correct problems.
Must have ability to work independently and within a team environment.
Analytical skills desired
Problem-solving skills desired
Project management skills preferred
Interpersonal, verbal and written communication skills desired
Must have ability to follow oral and/or written directions
Organizational and planning skills desired
Attention to detail preferred
Must have ability to manage time efficiently
Must be reliable
Stress-tolerance desired
Change management skills preferred
Must have proper business etiquette
Motivational skills desired
Professionalism preferred
Positive, team player attitude
Strong management and leadership capability
Good facilitation and team-building skills
Physical Requirements:
This position will require an employee to work in both a factory and office environment. The site will contain mobility barriers with uneven ground-level and obstructed pathways. Climatic and environmental conditions at the job site will be indoor/outdoor climate with various noise levels caused by tools, machinery, equipment, etc.
The work environment characteristics described above are representative of what an employee will encounter while performing the essential functions of this job.
The employee must be able to perform the following physical requirements effectively, with or without reasonable accommodation:
Must have ability to stand for prolonged periods, walking, sitting, climb stairs or ladders, kneel, crouch, balance, and lift and carry a minimum of 25 lbs.
Must be able to reach in all directions, handle and manipulate objects and materials
Must be able to coordinate the movement of eyes, hands and fingers to operate machines and equipment.
Must have standard visual acuity (correctable by prescription glasses or contacts meets the requirement), including color recognition.
Must be able to hear with or without correction.
Required to have ability to use a computer keyboard.
Required to have ability to use telephone and other applicable electronic communication equipment.
Required to have ability to use verbal communication with plant personnel and management.
This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties may differ from those outlined in the job description and other duties, as assigned may be required. This document does not create an employment contract. Employees are employed on an "at will" basis and may be terminated at any time by either the employee or the employer.
LMI is an equal employment opportunity employer. Consistent with applicable law, LMI provides access and opportunities to those with disabilities. This includes providing reasonable accommodation to individuals with disabilities and disabled veterans who seek to access the company's online application system. If an applicant is unable to fully access the online application system, LMI will provide a reasonable accommodation. Applicants with disabilities may contact us at 636-916-2400 for assistance accessing the on-line application system. Callers should have a detailed description of the requested accommodation, their name and preferred method of contact ready for LMI's Human Resources Department. LMI will make every effort to respond within two (2) business days. This phone number is not for the general submission of application materials.
LMI is an E-Verify Employer.
LMI is an Equal Employment Opportunity/Affirmative Action/Disability/Veterans Employer

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