Customer Service Associate

Ducommun • Warren, RI • 7h ago

Magnetic Seal is currently seeking a motivated Customer Service Associate to join our team in Warren, RI.

The Customer Service Associate (CSA) serves as the primary interface between the company and its customers. This role is responsible for managing customer orders, quotes, coordinating delivery commitments, and supporting overall customer satisfaction. The CSA works cross-functionally with operations, supply chain, quality, and engineering to ensure timely and accurate execution of customer requirements within a highly regulated environment.

Who are we?

Founded in 1849, Ducommun is the oldest company in California. Starting as a hardware supply store during the California Gold Rush and eventually assisted in the birth of the aerospace industry in Southern California by providing aircraft aluminum to early aerospace pioneers like Lindbergh, Douglas and Lockheed.

Today Ducommun is a global provider of innovative manufacturing solutions for customers in the aerospace, defense and industrial markets. We specialize in electronic and structural systems, producing complex products and components for commercial aircraft platforms, mission-critical military and space programs, and sophisticated industrial applications.

Essential Functions:

Customer Interface & Communication

Serve as the primary day-to-day point of contact for assigned customers (OEMs, Tier 1 suppliers, or government buyers)

Manage inquiries related to orders, delivery status, technical questions, and issue resolution

Maintain professional, responsive communication aligned with contractual commitments

Order & Contract Management

Process and manage customer purchase orders and quotations in ERP systems

Ensure orders align with contractual terms, pricing agreements, and flow-down requirements

Monitor backlog, delivery schedules, and changes to customer demand and communicate changes to impacted parties (supply chain, production, etc.).

Delivery & Schedule Coordination

Coordinate with operations, planning, and supply chain teams to meet on-time delivery targets

Track and communicate schedule risks or delays proactively

Support expediting efforts for critical or priority-rated orders (e.g., defense-rated orders such as DO/ DX priorities)

Pricing & Quote Support

Assist with RFQs, pricing reviews, and proposal preparation

Ensure consistency with existing agreements, cost structures, and escalation clauses

Support negotiations by providing data on historical pricing, volumes, and lead times

Relationship Management & Account Support

Build and maintain strong relationships with key customer stakeholders

Understand customer programs, priorities, and future demand signals

Support account managers or business development in growth initiatives as needed

Data Management & Reporting

Maintain accurate customer data, order status, and communication records

Generate reports on backlog, on-time delivery, and customer performance metrics

Support internal reviews and customer business reviews as needed

Cross-Functional Coordination

Interface with engineering, quality, finance, and operations to ensure alignment on customer commitments

Participate in program reviews, production meetings, and demand planning discussions as needed

Responsible for storing and handling all Controlled Unclassified Information (CUI) appropriately to prevent unauthorized access, dissemination, or use of this information or documentation.

Support all visitor and security policies to protect ITAR/EAR/CMMC/CUI information, documents, product, etc. from unauthorized access by informing management immediately of any concerns.

Responsible for the proper handling and management of hazardous waste generated in employee's work area.

Performs other duties as assigned including special projects.

Regular and acceptable attendance is an essential function of this job.

Required Skills & Qualifications:

Ability to handle multiple tasks and prioritize based on urgency and importance.

Strong verbal, written, and interactive communication skills with all levels of employees, management, and customers, along with excellent organizational skills.

Strong computer skills and understanding of business practices.

Proficient in email, excel, and other Microsoft Office programs.

Dependable, thorough and detail oriented.

Local to the Rhode Island facility.

Required Experience/Education:

High School Diploma or equivalent required.

Associate's or Bachelor's degree in business or a related discipline is preferred.

Experience in a manufacturing environment, aerospace or a similar industry preferred.

Three (3) years of experience in a customer service or similar role, preferably within aerospace, defense, or manufacturing environment.

Physical Requirements:

Able to stand and walk occasionally.

Able to sit continuously.

Must be able to bend, squat and kneel occasionally.

Must be able to reach outward and reach above shoulder occasionally.

Must be able to use fine manipulation continuously.

Able to read and write in English

Must be able to push/pull and lift/carry up to 10 lbs. occasionally.

Work Environment and Safety Equipment Required:

Able to work onsite per business needs and per employee's standard hours.

Office environment and light manufacturing environment.

Able to wear Personal Protective Equipment as required.

ITAR/EAR Compliance:

This position requires access to export-controlled information and/or hardware, and candidates must be U.S. Persons that comply with all U.S. Export control laws and regulation. As such, U.S. citizenship, U.S. lawful permanent resident status, protected person status under 8 U.S.C. 1324b(a)(3), or the ability to meet ITAR and EAR requirements is required.

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