Customer Service Support

IMG, an Ichor Company, has an immediate opening at its Santa Clara location for a Customer Service Support representative. This role supports customers and internal teams in a fast-paced manufacturing environment serving aerospace and defense customers. The position manages customer orders and inquiries, resolves issues, coordinates with internal teams to support on-time delivery, and maintains accurate records. The ideal candidate is organized, detail-oriented, responsive, and able to manage multiple priorities independently.

• Serve as the primary contact for customer inquiries, orders, and RMA requests.
• Enter and process customer orders accurately and promptly.
• Review orders for accuracy, completeness, pricing, part numbers, and delivery requirements.
• Provide order confirmations and status updates.
• Resolve customer questions, order discrepancies, and service issues in a timely manner.
• Coordinate with Production, Planning, Sales, Shipping, and other internal teams to support customer requirements and on-time delivery.
• Maintain accurate customer and order records.
• Review customer issues and recommend process or service improvements.
• Support customer agreements and contracts as needed.
• Identify additional customer service or sales opportunities.

Requirements

• Strong customer service and communication skills.
• Excellent attention to detail and accuracy.
• Strong problem-solving and organizational skills.
• Proficiency with Microsoft Office, including Excel and Outlook, and ERP system, preferably GSS.
• Ability to enter and maintain accurate data.
• Ability to understand part numbers, product information, and basic manufacturing processes.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to communicate effectively with customers and internal teams.
• Ability to sit for extended periods, work at a computer, and occasionally walk, bend, and lift up to 25 lbs.

Abilities & Experience

• Minimum 3 years of customer service, order entry, sales administration, or related experience.
• Manufacturing or technical industry experience preferred, aerospace and defense industry a plus
• Ability to work independently with minimal supervision.
• Ability to communicate effectively with customers and internal teams.
• Ability to sit for extended periods, work at a desk on a computer, walk, bend, and occasionally lift up to 25 lbs.

Education

• High school diploma or equivalent required.

Work Environment

• Exposure to the manufacturing setting which includes dust, machine noise, coolants, and temperature variations.
• Areas of the manufacturing site require use of personal protective equipment (PPE)

ITAR ONLY 
The business site where this position is located is an ITAR-compliant operation. Due to ITAR regulations, Ichor Systems is only able to employ US Persons. A US person is a lawful permanent resident (immigrant with “green card” permanent authorization to work document) or who is a protected person (a citizen, a national, a refugee, or a person granted asylum). Non-citizens with other visas are not eligible for hire at this location. 

The pay range for this full-time position is $26.54 to $45.10 per hour, non-exempt.

Our salary ranges are determined by role, level, and location.  Within the range, individual pay is determined by work location and additional job-related factors, including knowledge, skills, experience, tenure, and relevant education or training. The pay scale is subject to change depending on business needs. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. 

Ichor is committed to supporting your personal well-being and professional development. Our benefits are designed to help you maintain a healthy work-life balance, provide peace of mind, and prepare for your future. We offer medical, dental, and vision plans across all locations, allowing team members to select the coverage that best meets their healthcare needs and budget. Our benefits also include a paid time-off program and paid holidays to support your time away from work. A summary of our Benefits will be provided during the interview process.