Customer Service

Customer Service Representative

Location: Palo Alto, CA Schedule: Full-time, M-F

Position Summary

The Customer Service Representative will serve as the primary liaison between customers and internal teams, ensuring orders are processed accurately, communication is clear, and customer needs are met with professionalism. Support account management by providing timely updates, resolving issues, and maintaining strong customer relationships.

Responsibilities

• Order Management:
  • Receive, review, and enter customer orders into ERP/MRP systems.
  • Verify order accuracy, including part numbers, quantities, delivery dates, and plating requirements.
  • Coordinate with Production and Scheduling to confirm capacity and delivery timelines.
• Customer Communication:
  • Provide proactive updates on job status, lead times, and delivery schedules.
  • Respond to customer inquiries regarding order progress, pricing, or technical documentation.
  • Escalate urgent customer issues to Production, Quality, or Management as appropriate.
  • Maintain accurate records of all customer interactions, requests, and commitments.
• Support Functions:
  • Work with the Quality team to address nonconformance issues or returns, ensuring fast and professional resolution.
  • Assist Sales and Account Managers with quoting, pricing updates, and order follow‑up.
  • Collaborate with shipping/receiving to ensure accurate and timely delivery of completed parts.
  • Support compliance with customer requirements, certifications, and documentation requests.
• Relationship Building:
  • Act as a trusted point of contact for customers, ensuring they feel valued and informed.
  • Support long‑term account growth by providing excellent service and responsiveness.
  • Identify opportunities to upsell or cross‑sell plating services where appropriate.

Requirements

• Professional, but personable demeanor
• Excellent written and verbal communication skills
• Time‑management skills
• Detail‑oriented
• Work independently from instruction
• Must be able to multi‑task
• Interpersonal skills
• Basic understanding of frequently used computer software and programs, such as Microsoft Office
• Must have reliable transportation

Employee Benefits

• Generous employee compensation & benefits packages
• Significant 401K profit‑sharing program
• $26-$30, hourly DOE