Responsible for coordinating customer requirements for quotes, orders, and customer services account information. Performs contract management for orders, pricing, lead times and contractual requirements. Often responds to customer inquiries by researching status of order utilizing their strong experience base and product knowledge. Performs work with limited direct supervision, considered a subject matter expert and often assigned special projects. CSR will build and maintain business relationship with customers by providing prompt and accurate service so as to promote customer loyalty. Customer Service Representatives play a critical role in providing an interface between customer and company, and should handle themselves in a friendly and professional manner.
Primary Responsibilities
Handle complex service questions from customers and applies sound judgment in resolving issues within established limits of authority and knowledge.
Perform special duties as assigned including special projects that rely on subject matter expertise and communication skills.
Review and interpret customer contract purchase order paperwork for accuracy and communicate exceptions to customer with professional negotiation and communication techniques.
Ensure all requests for quotes are completed on time and in accordance with company pricing guidelines and policies.
Works with other functional groups within the company to ensure delivery of accurate pricing and manufacturing lead time estimates.
Interface with customers, understand and solve account related issues on a regular basis through phone calls, emails, customer portals and face to face meetings.
Administer and execute orders, schedules and related purchase contract pricing and issues.
Ensure adherence to contract terms for entire order cycle process.
Manage and coordinate the resolution to all customer order complaints and/or non-compliant purchase order issues.
Identify and surface questionable terms and conditions in contracts or purchase orders to management for resolution.
Accomplish special assignments, monitor and report progress as required for assigned customer, order, product or service.
Accurately transact in ManMan to process order entries and make changes as required to order and purchase order changes. Complete transactions for price verification, researching part numbers, evaluating lead times, and similar transactions to address customer needs.
Manage the purchase order/job change portion of customer portals.
Effectively research and respond to order delays including orders of greater complexity.
Discernment of export documentation and/or other required export licenses/agreements and administering of same in support of export laws and purchase order/program requirements.
Receive, research and process return requests.
Create and deliver communication via written and verbal formats to customers and others that successfully addresses their need/concern.
Qualifications
Excellent verbal and written communication skills in English.
Ability to communicate professionally via written and verbal with customer to understand needs and concerns.
Strong administrative skills: organization, time management, planning and problem solving.
Work with limited direct supervision. Must exhibit a high level of motivation and a sense of urgency.
Knows and understands the needs of internal and external customers. Results oriented and works hard to consistently provide exceptional service.
Able to handle and prioritize multiple issues simultaneously and accurately.
Use prior experience and knowledge of company policies and procedures to resolve non-standard problems.
High level of motivation and sense of urgency. Able to prioritize and follow up accordingly.
Ability to meet critical deadlines and work in fast paced environment.
Intermediate to advanced proficiency in Excel a must. Use MS Word and PowerPoint.
Education/Previous Experience Requirements
High School Degree or equivalent
3 or more years of experience in direct customer support/service position in an aerospace manufacturing or related environment.
3 or more years of experience reviewing and interpreting quotes, PO's and terms and conditions.