Customer Solutions Specialist

PacAero Norton is seeking a highly organized and customer-focused Customer Solutions Specialist to serve as a key link between customers, Sales, Purchasing, and Production. This role manages the quote-to-order process by preparing customer quotes, maintaining accurate ERP and CRM data, and coordinating across teams to ensure a responsive, seamless customer experience. Working within our manufacturing environment, you’ll help drive quote accuracy, process consistency, and operational efficiency while supporting our ABAS ERP and Salesforce systems., Sales & Quote Coordination

• Prepare, enter, and manage customer quotes within ERP systems
• Track and follow up on open quotes to support conversion to orders
• Coordinate closely with Sales and Business Development on customer requests, timelines, and priorities
• Maintain accurate and organized records of quotes, opportunities, and communications

ERP & Systems Support (ABAS)

• Enter and maintain customer, quote, and order data in ABAS
• Assist with maintaining clean, consistent data across systems
• Help support internal teams in adapting to new workflows and system processes

Pricing & Vendor Coordination

• Work with Purchasing and external vendors to obtain pricing for materials and services
• Follow up on outstanding pricing requests to keep quotes moving efficiently
• Support cost build-ups to ensure complete and accurate quote submissions

Customer Support

• Serve as the primary point of contact for customers regarding quotes, order status, product inquiries, and general support via phone and email.
• Build positive customer relationships through timely communication, proactive follow-up, and professional issue resolution.
• Create and maintain customer folders and documentation to support production and order execution
• Assist with administrative tracking, reporting, and coordination across departments
• Ensure all required documentation is complete, accurate, and accessible

Process Improvement & KPIs

• Monitor key performance indicators (KPIs), including:

• Quote turnaround time
• Quote-to-order conversion rate
• Customer response time

• Quote accuracy

• Identify opportunities to improve efficiency across quoting, communication, and system usage
• Assist with continuous improvement initiatives, especially related to ERP and sales operations

• Associate’s degree required, Bachelor’s degree preferred (Business, Operations, or related field)
• 2+ years of experience in sales support, customer service, or administrative coordination (manufacturing environment preferred)
• Experience with ERP systems required (ABAS, or similar systems preferred)
• Exposure to CRM systems such as Salesforce a plus
• Strong organizational skills and attention to detail
• Excellent communication and follow-up skills
• Demonstrated ability to solve problems and work collaboratively across departments.
• Ability to manage multiple priorities in a fast-paced environment
• Strong proficiency in Microsoft Office (Excel, Outlook, Word).

Work Environment & Physical Requirements:

• Office-based role located within a manufacturing facility
• Frequent interaction with production, engineering, quality, sales, and leadership teams
• Regular use of computers, ERP systems, CRM software, phones, and office equipment
• Ability to sit for extended periods of time
• Ability to stand, walk, ascend and decend stairs, and move throughout the facility
• Ability to occasionally lift and carry up to 10 pounds
• Specific vision abilities include close vision, distance vision, color vision, peripheral vision, and depth perception
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Paid sick time, PacAero offers a competitive total rewards package that may include:
• Medical, dental, and vision insurance
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• 401(k) retirement savings plan
• Company-paid life and disability insurance
• Paid time off and paid sick time
• Paid holidays

Eligibility and coverage are subject to the terms of the applicable benefit plans.

Sinclair Manufacturing (dba PacAero Norton) is a leader in the Defense and Aerospace sectors, specializing in RF/microwave package integration, CNC machining, and more. With around 70 employees at our 35,000 sq ft Norton, MA facility, we serve aerospace, industrial, and defense customers. We are ISO9001 certified and comply with DFAR and ITAR regulations.