Customer Solutions Specialist

The Company:

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.

Job Details:

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.

Schedule: Full-time, onsite, Monday–Friday
Reports to: Sales Manager

Key Responsibilities:

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:

1. Quote turnaround time 
2. Quote-to-order conversion rate 
3. Customer response time 
4. 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

Compensation & Benefits

The compensation range listed for this position reflects PacAero's good-faith estimate of the expected pay for the role at the time of posting. Actual compensation offered may vary based on factors including experience, skills, qualifications, education, certifications, training, geographic location, and internal equity considerations.

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.

Equal Employment Opportunity

PacAero is an Equal Opportunity Employer and is committed to fostering a workplace built on respect, inclusion, and equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, childbirth or related medical conditions, gender identity or expression, sexual orientation, national origin, ancestry, age, disability, genetic information, veteran status, military status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Reasonable Accommodation

PacAero is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and employment process. Applicants requiring accommodation should contact Human Resources to discuss available options.

Export Control Requirements

This position may be subject to U.S. export control regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Employment may be contingent upon the candidate's ability to access export-controlled information in accordance with applicable laws and company policies.

E-Verify

PacAero participates in E-Verify. As part of the hiring process, employment eligibility will be verified through the federal E-Verify program and completion of Form I-9, as required by law.

 Qualifications:

• 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