Customer Support Lead

SUMMARY

The Customer Support Lead supports estimating, purchasing, and day-to-day Support Operations activities. This position serves as the primary backup to the Lead Estimator and Support Operations Supervisor, coordinates purchasing responsibilities, and acts as a liaison between Manufacturing and Accounting to help ensure accurate and timely information flow.

The position also monitors receiving activities and provides support to Customer Support and Materials based on workload and business needs. Working closely with the Lead Estimator and Support Operations Supervisor, this role helps ensure quotes, purchase orders, materials, customer requirements, and supporting documentation move accurately and efficiently through the manufacturing process.

Position: Full-time

Pay: $29.85 - $34.05/ hour

Benefits:

Our benefit programs have been curated to provide employees with multiple options and comprehensive coverage including:

• Generous Paid Time Off -- New Employees accrue up to 31 paid days off, including 15 flexible use PTO days, 10 paid holidays, 2 personal days, as well as the final week of the year.
• Comprehensive medical, dental, and vision insurance with medical premiums starting as low as $39 biweekly (must work 30+ hrs/week)
• Optional Life Critical Illness, Illness, and Pet Insurances available.
• 401k with immediate vesting and employer contributions of 3% gross salary following 1 year of service.

100% Employer Paid Benefits:

• Mental health coverage through Teledoc Mental Health that includes both therapists and psychiatrists.
• Roadside Assistance for all employees.
• Long Term Disability Insurance (must work 30+ hrs/week)
• Teledoc Health Coverage (if working <30 hrs/week)
• Vision, prescriptions, and entertainment discounts

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned

Estimating Support

• Serve as the primary backup to the Lead Estimator.
• Support RFQ intake, tracking, cost development, and quote preparation.
• Review drawings, bills of material, customer requirements, historical ERP data, and applicable costs to support accurate estimates.
• Coordinate with Manufacturing, Quality, Planning, and Materials to confirm manufacturability, lead times, and resource needs.
• Maintain estimating records, templates, documentation, and quote status within the ERP system.
• Support awarded quotes through the transition into production.

Customer Support Lead

• Lead day-to-day Customer Support activities and serve as the primary resource for order-related questions and follow-up.
• Coordinate customer order entry, acknowledgments, delivery updates, and order-status communication.
• Work with Planning, Materials, Shipping, Quality, and Production to provide accurate customer information and address risks affecting commitments.
• Ensure customer records and supporting documentation are completed accurately within the ERP system.
• Route customer questions and internal action items to the appropriate departments, follow through to completion, and escalate concerns as needed.

Purchasing & Vendor Coordination

• Issue purchase orders based on approved quote plans, production needs, and purchasing requirements.
• Confirm supplier pricing, availability, lead times, and delivery commitments.
• Monitor open purchase orders and follow up on late, incomplete, or incorrect deliveries.
• Coordinate with Materials, Planning, and Quality to resolve supplier or material issues that could affect production or customer commitments.
• Maintain accurate vendor, purchasing, pricing, and approval documentation in the ERP system, including documentation required for AS9100 compliance.

Accounting Liason

• Serve as the primary contact for Accounting questions related to Manufacturing transactions and help research missing or incomplete information.
• Assist with vendor and customer approval documentation requiring input from both Accounting and Manufacturing.
• Follow up with the appropriate team members to resolve documentation or information gaps affecting invoicing, reporting, or customer commitments.

Receiving & Materials Support

• Monitor open purchase orders and expected receipts, following up on delays or missing information.
• Confirm receiving transactions and documentation are completed accurately and available to support Estimating and Support Operations.
• Coordinate with Materials, Purchasing, Planning, and Quality to help resolve receiving discrepancies, shortages, or documentation gaps.
• Assist with receiving, inventory, staging, or other Materials activities based on workload, staffing, and business needs.

Quality & Compliance

• Ensure activities and documentation comply with AS9100, ISO 9001, customer, and internal requirements.
• Participate in audits, corrective actions, special projects, and cross-functional improvement efforts as requested.