Customer Service Representative (Level 2)

Sparks MD US

iRF - Intelligent RF Solutions is a leader in providing tailored solutions for SIGINT and Electronic Warfare (EW) missions. We understand our customers challenges and use our expertise to create solutions. We are not just a supplier but a problem-solving partner with a strong foundation in supporting global defense and intelligence missions.

We are dedicated to attracting high-achieving individuals. Our team members are bound by a common purpose - commitment to our customers missions. Our culture is anchored in our steadfast values our collaborative spirit and a relentless pursuit of excellence.

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all essential functions duties and skills required of personnel so classified. Management retains the discretion to add or change the duties at any time.

Reporting to the Sales Manager the Customer Service Representative will provide excellent Account Management including contract review order entry RMA processing lead time and backlog reporting scorecard data and measurements and customer documentation. This role serves as the primary point of contact for customers on order status expediting and returns while maintaining the accuracy and compliance standards required.

Essential Functions:

• Account Management & Customer Communication
• Provide customer support for delivery status updates
• Team player who builds relationships with internal and external customers
• Primary customer contact for order management and expediting
• Manage expectations between customers and iRF on lead times expedite requests and product availability
• Manage customer portals
• Manage customer scorecards
• Report to management on account on-time delivery status quality score and customer disposition

Order Entry & Management

• Enter and process customer purchase orders accurately into the ERP system
• Perform contract review to verify order details (part numbers quantities pricing delivery dates terms) against customer POs and contracts
• Confirm orders with customers and communicate lead times changes or delays proactively
• Work with other functions (planning production quality shipping) to manage customer orders expedite orders and recover late orders
• Track open orders and backlog following up on outstanding items to prevent delays

RMA & Returns Processing

• Generate and process Return Merchandise Authorizations (RMAs)
• Coordinate with quality engineering and shipping to determine return disposition (repair replace credit)
• Track RMA status and communicate updates to customers through resolution

Documentation & Process Improvement

• Prepare and maintain order-related documentation (acknowledgments packing lists certificates of conformance export documentation as applicable)
• Ensure documentation complies with contract requirements quality system procedures (ISO 9001) and export control regulations (ITAR/EAR) as applicable
• Maintain organized audit-ready records of orders communications and RMAs
• Work with appropriate resources to improve processes

Required Qualifications:

• Bachelors Degree and a minimum of 2 years of prior related experience in sales and/or customer service or 2 years post-Secondary/ Associates Degree and a minimum of 6 years of prior related experience in sales and/or customer service.
• Must be able to obtain/maintain any required export control eligibility (e.g. U.S. Person status for ITAR-controlled work) if applicable
• Positive can-do attitude
• Organized and personable
• Strong negotiation and problem-solving skills
• Strong verbal and written communication skills
• Ability to collaborate with customers and coworkers
• Familiar with ERP systems preferably Epicor
• Experience working in a manufacturing environment a plus
• Proficient in Microsoft Office and advanced computer skills.
• Must pass a pre-employment drug screening and background check.

Salary Range: $70000 - $83000 per year.

Location: Onsite in Sparks MD with a 9/80 schedule. Every other Friday OFF.

Please be aware many of our positions require the ability to obtain security clearance. Security clearances may only be granted to U.S. addition applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.

IRF Solutions is proud to be a Disability/ Veterans Employer. IRF Solutions is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. IRF Solutions maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks where permitted by law.

Proof of employment authorization will be required. IRF Solutions is not required to sponsor applicants for work visas. As this position will require access to export-controlled information only applications from U.S. persons within the meaning of the International Traffic in Arms Regulations and Export Administration Regulations will be considered. IRF Solutions is not required to seek export licenses for applicants who do not meet this requirement.

As an equal opportunity employer iRF Solutions is committed to a diverse workforce. If you are a qualified individual with a disability or a disabled veteran you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access the iRF Solutions career website as a result of your disability. You may request reasonable accommodations by contacting Denise Nocerino or by phone at .