Job Title: Customer Service Specialist

FLSA Classification: Non-Exempt

Department: Customer Service

Reports to: Customer Service and Operation Support Supervisor

Date of Revision: 5/14/2025

Company

For over 50 years, Hitemco has been partnering with leading edge technology companies to help make critical surfaces successful. We specialize in high performance surface coatings and understand the thin line between a critical part and the environment that it operates in. Whether it’s in aerospace, energy, minerals, or transport, we work with our customers to deliver outstanding materials knowledge, fast production turn times, reliable forecasts, and great customer service.

Lincotek Group is a world leader in the coatings industry and is active, through its different operating business units, in the European, Asian and American continents, with four main divisions: Aerospace, Industrial Gas Turbine, Biomedical, and Equipment..

The Customer Service Specialist will represent the voice of the customer and ensure on- time delivery of product and information ranging from requests for quotes, contract reviews, manufacturing lead times to invoicing. This individual will perform Customer Service-related duties working in direct contact with our customer base and internal manufacturing team.

The Customer Service Specialist is responsible of the Customer parts invoicing management, inventory management and domestic and international logistics.

Essential Functions

The Customer Service Specialist will be responsible for ensuring all metrics for Safety, Quality, Delivery and Cost for the organization are met and trending in the right direction. Proper preparation, quality, time accuracy, through the implementation of continuous improvement are key. The responsibilities of the Customer Service/Logistics Representative include, but are not limited to the following:

1. Receipt and acknowledgement of customer purchase orders
2. Active leadership in the contract review process to ensure shortest manufacturing lead time and on-time delivery. Administration of RFQ and quotation process. Lead and provide delivery tracking tools within the company and directly with the customer. Plan and coordinate customer visits
3. Management and development of ERP Sales area
4. Provide monthly, quarterly, and annual business forecasts to support the production team. Monitor customer forecasts, ensuring expected business trends are met and capacity is available
5. Provide and negotiate delivery reports to customers, including the use of web-based tools
6. Continuous evaluation of company performance in order to meet customer targets (scorecard data)
7. Develop, analyze and communicate sales statistics related to product mix, lead times, by customer etc.

1. Represent and promote the organization/business with local businesses, suppliers, and customers

1. Participate in Kaizen events, promote positive employee environment and community involvement

None

Work Environment

This job operates in both an office environment and a manufacturing environment. The role routinely uses standard office equipment, such as computes, phones, photocopiers, filing cabinets and fax machines. The individual will be required to adhere to safety policies and procedures on the manufacturing floor.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, use hands to finger, handle or feel and reach with hands and arms.

The employee is occasionally required to sit, climb or balance and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 lbs and occasionally lift and or move up to 50 lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position, Monday through Friday 8am to 5pm, with additional hours as business needs necessitate.

Occasional overseas and domestic travel may be required to support the rapid growth of the company.

1. Minimum of 3 years Customer Service experience in the manufacturing field. Industrial gas turbine, aerospace, or automotive industry experience, aerospace strongly preferred.
2. Basic technical background with the ability to read and understand technical requirements.
3. Ability to recognize and handle sensitive and confidential information
4. New company startup and/or Joint Venture experience preferred.
5. Must have excellent communication/presentation skills and experience interacting with all levels of customers, including technical managers. Good administrative, organizational and project management skills. Strong knowledge of Microsoft Office, including Microsoft Word, Excel, and PowerPoint.
6. Strong knowledge of both metric and US measurement systems.
7. Affinity for accuracy and attention to detail with the ability to recognize discrepancies
8. Experience with ERP systems, including creation and management of bill of materials is preferred.
9. Strong knowledge in material management.

Lincotek Surface Solutions provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.