Customer Service Representative

Howmet Fastening Systems (HFS) is seeking a Customer Service Representative in Torrance, CA. HFS is a business unit of Howmet Aerospace, headquartered in Torrance, California. We hold the number one global position in aerospace fastening systems, and we’re the North American leader in commercial transportation fasteners. Our high-tech, multi-material fastening systems are found nose to tail on aircraft and aerospace engines. Our products are also critical components of industrial gas turbines, automobiles, commercial transportation vehicles, and construction and industrial equipment.

About Howmet Aerospace

Howmet Aerospace Inc. (NYSE: HWM), headquartered in Pittsburgh, Pennsylvania, is a leading global provider of advanced engineered solutions for the aerospace and transportation industries. The Company’s sales for 2021 approximated $5 billion. The Company’s primary businesses focus on jet engine components, aerospace fastening systems, titanium structural parts and forged wheels. With nearly 1,150 granted and pending patents, the Company’s differentiated technologies promote more fuel efficiency for aircraft and commercial transportation. For more information, visit www.howmet.com , including content shared during the Company’s May 2022 Technology Day.

Primary Purpose

Performs Customer Service duties in accordance with department and company objectives. Acts as liaison between customers and the company to facilitate sales and the resolution of account or service problems. Provides customers with information about products and services. Solicits and maintains favorable contacts with current and potential key accounts. Develops relationships with internal and external customers that will benefit the overall business plan. Builds good relationships with internal and external customers that will benefit company objectives to maintain and increase market share. These areas include but not limited to timely quotes to customer, customer schedule changes and delivery issues in production. Follow-up on quotes and determine why business is lost (i.e., Pricing, lead-time, or delivery).

Major Activities

• Requires daily interaction with customers, which includes preparing quotes, performing data entry and following-up on customer’s orders. Handle customer complaints in a professional and timely manner to ensure resolution and customer satisfaction
• Train other CSRs on daily activities, including but not limited to RFQs and proper formatting
• Process strategic quotes for RFQs and work directly with Product Managers, Buyers, Account Managers, etc.
• Acts as liaison between customers and internal departments. Interface with various HFS departments, i.e., Shipping, Planning, Engineering, and Quality.
• Able to process/prepare and coordinate large spreadsheets/LTA’s, as required, for the Customer Support team
• Prepares quotes for the customers, which include pricing and delivery. If pricing is not available, coordinate with the necessary department to obtain pricing. Work with factory if delivery does not meet the needs of the customer
• Accept orders from the customer. Book orders to the applicable location. Coordinate adding the item master for part numbers as required. Work with change notices from the customer, which may include cancellations, reschedules and quantity changes. Make appropriate changes to the sales order. Address customers’ needs on late deliveries or expedited parts as required
• Perform proper Contract Review and follow all Sales Procedures as required
• Maintain organized sales files. Sales file must contain purchase order, sales order, changes, notices from the customer and any correspondence with customer or factory
• Handle initial rejected parts or paperwork from the customer, coordinate with the Quality Department and issue an RMA when necessary
• Work with Howmet Credit on past dues invoices or short pays. Perform necessary research to resolve the problem. Initiate credit/debit memos as required
• Obtain knowledge of Howmet Fastening Systems products, which include conversions, substitutions, and knowledge of competitor’s products
• On occasion, visit assigned customers with coordination of Account Manager and Team Leader
• Must understand customer’s terms and conditions and long-term agreements. Possess an understanding of contract language
• Train co-workers and mentor less-senior employees
• As required, in the absence of other department team members work to support their customers in a backup roll
• Able to work with minimum supervision.
• Handle a fast-paced work environment and be able to deal with stressful situations
Must be well organized and have good time management skills

Benefits/Salary:

The position includes competitive wages and a comprehensive benefits package, including health insurance (medical, dental, vision), excellent 401k matching program, paid holidays and vacation. The salary range for this position is $50K to $60K.

Basic Requirements

• 3 year of experience with Customer Service/sales preferably in a manufacturing environment
• Must have strong interpersonal and communication skills
• Must be proficient in Microsoft Word, Excel, & PowerPoint
• 50+ Words per Minute
• Familiarity with HFS systems (COP, CPQ, GCS) preferred
• Must be able to read, write and understand English
• Strong problem solving & organizational skills
• Be familiar with distributor accounts and specifics regarding distributor agreements and procedures
• Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
• This position entails access to export-controlled items and employment offers are conditioned upon an applicant’s ability to lawfully obtain access to such items