POSITION SUMMARY

Material Services Agent is responsible to assure the highest level of support to our customers through monitoring backorder and repair order management, loans, rentals, exchanges and reconciliations in order to maximize the efficiency of customer inventory and overall material costs.

JOB RESPONSIBLITIES

• Handles customer issues regarding material services activities.
• Provides timely and accurate information on operators repair order status.
• Handles internal administration for customer inquiries – open notifications, data input into computer system.
• Communicates and follows up with co-workers, or appropriate internal department to resolve customer issues concerning exchanges, rental, new part returns.
• Contacts customer when necessary to advice on delay or any necessary information regarding orders.
• Reviews customer orders and controls any backorders.
• Checks on status of purchase orders.
• Follows up on pricing questions and issues.
• Works closely with co-workers to determine TAT (turnaround time) and communicate this to the customer.
• Provides feedback to his/her superior on any customer concerns not able to be addressed.
• Follows up with co-workers in other units regarding any issues of quantities, technical specifications, aircraft model/type, serial numbers, customer code, delivery deadline/urgency, stock availability, price, etc.
• Makes necessary corrections, modifications and/or information additions.
• Analyzes clients’ order requests, special projects & produce reports and follows-up / controls.
• Carries out the documents distribution and filing; price follow-up / control and constant database update.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

Education:

• High School Diploma.

Experience:

• FLSA Non-Exempt, Intermediate Level Service, Production or Support Worker role requiring basic skills to perform most of the standard tasks within the function. Generally 1-3 years of experience in area of responsibility

Knowledge, Skills & Abilities:

• Assignments require basic knowledge of a technical or functional area.
• Rapid learning and application of new information and concepts within the functional area takes place.
• Familiar with aircraft knowledge.
• Demonstrate negotiation techniques, and customer services techniques,
• Understands basic concepts related to statistic and planning (Target Program management), people management (HR guidelines, tools & policies).
• Comprehends value based management fundamentals (Shareholder Satisfaction x Customer Satisfaction x Employee Satisfaction), employment law (sexual harassment, disability, discrimination, labor laws, etc.).
• Proficient in lotus notes, internet explorer, Microsoft office (Word, Excel, Power Point, and Access), SAP.

Working Conditions / Environment/ Special Requirements

• Ability to work in a safe professional manner adhering to all regulatory requirements including, OSHA, EPA, State and Federal regulations.

GENERAL COMMITMENT FOR ALL EMPLOYEES

• Commitment to company values and complies with department norms, policies, directives, and procedures.
• Incorporates Lean and P3E processes and concepts into daily activities.
• Strive for continuous improvement to processes and procedures.
• Honors and protects confidential and proprietary documents and information.
• Satisfies work schedule requirements.
• The job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required by the employee.
• Performs other duties as assigned.