Customer Service Representative (Level 2)

Sparks, MD, US

iRF - Intelligent RF Solutions is a leader in providing tailored solutions for SIGINT and Electronic Warfare (EW) missions. We understand our customers’ challenges and use our expertise to create solutions. We are not just a supplier, but a problem-solving partner with a strong foundation in supporting global defense and intelligence missions.

We are dedicated to attracting high-achieving individuals. Our team members are bound by a common purpose - commitment to our customers’ missions.  Our culture is anchored in our steadfast values, our collaborative spirit, and a relentless pursuit of excellence.

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all essential functions, duties and skills required of personnel so classified. Management retains the discretion to add or change the duties at any time.

Reporting to the Sales Manager, the Customer Service Representativ e will provide excellent Account Management including contract review, order entry, RMA processing, lead time and backlog reporting, scorecard data and measurements, and customer documentation. This role serves as the primary point of contact for customers on order status, expediting, and returns, while maintaining the accuracy and compliance standards required.

Essential Functions:

• Account Management & Customer Communication

• Provide customer support for delivery status updates

• Team player who builds relationships with internal and external customers

• Primary customer contact for order management and expediting

• Manage expectations between customers and iRF on lead times, expedite requests, and product availability

• Manage customer portals

• Manage customer scorecards

• Report to management on account on-time delivery status, quality score, and customer disposition

Order Entry & Management

• Enter and process customer purchase orders accurately into the ERP system

• Perform contract review to verify order details (part numbers, quantities, pricing, delivery dates, terms) against customer POs and contracts

• Confirm orders with customers and communicate lead times, changes, or delays proactively

• Work with other functions (planning, production, quality, shipping) to manage customer orders, expedite orders, and recover late orders

• Track open orders and backlog, following up on outstanding items to prevent delays

RMA & Returns Processing

• Generate and process Return Merchandise Authorizations (RMAs)

• Coordinate with quality, engineering, and shipping to determine return disposition (repair, replace, credit)

• Track RMA status and communicate updates to customers through resolution

Documentation & Process Improvement

• Prepare and maintain order-related documentation (acknowledgments, packing lists, certificates of conformance, export documentation as applicable)

• Ensure documentation complies with contract requirements, quality system procedures (ISO 9001) and export control regulations (ITAR/EAR) as applicable

• Maintain organized, audit-ready records of orders, communications, and RMAs

• Work with appropriate resources to improve processes

Required Qualifications:

• Bachelor’s Degree and a minimum of 2 years of prior related experience in sales and/or customer service or 2 years post-Secondary/ Associates Degree and a minimum of 6 years of prior related experience in sales and/or customer service.

• Must be able to obtain/maintain any required export control eligibility (e.g., U.S. Person status for ITAR-controlled work), if applicable

• Positive, can-do attitude

• Organized and personable

• Strong negotiation and problem-solving skills

• Strong verbal and written communication skills

• Ability to collaborate with customers and coworkers

• Familiar with ERP systems — preferably Epicor

• Experience working in a manufacturing environment a plus

• Proficient in Microsoft Office and advanced computer skills.

• Must pass a pre-employment drug screening and background check.

Salary Range: $70,000 - $83,000 per year.

Location: Onsite in Sparks, MD with a 9/80 schedule. Every other Friday OFF.

Please be aware, many of our positions require the ability to obtain security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.

IRF Solutions is proud to be a Disability/ Veterans Employer. IRF Solutions is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. IRF Solutions maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.

Proof of employment authorization will be required. IRF Solutions is not required to sponsor applicants for work visas. As this position will require access to export-controlled information, only applications from “U.S. persons” within the meaning of the International Traffic in Arms Regulations and Export Administration Regulations will be considered. IRF Solutions is not required to seek export licenses for applicants who do not meet this requirement.

As an equal opportunity employer, iRF Solutions, is committed to a diverse workforce. If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access the iRF Solutions career website, as a result of your disability. You may request reasonable accommodations by contacting Denise Nocerino, [email protected] or by phone at (631) 272-5814.