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