Job Description

Reporting to the Manager of Customer Service, the Customer Service Representative is responsible for overall customer account management which includes purchase order management, forecast input, pricing review, open order review and management, contract review, returns processing and any other activities related to resolving customer issues. The Customer Service Representative is the focal point to the customer.

Primary Responsibilities

• Responsible for the full life cycle of customer purchase orders. (receive, review, approve, process, follow-up, invoice, complete file)
• Identify and assess customers needs to achieve satisfaction
• Build sustainable relationships and trust with customer contacts through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Manage large amounts of incoming phone calls and emails from internal and external customers
• Ability to analyze contractual documents, pricing, lead times and incentive tracking of all assigned Customer Contracts
• Provides liaison between customer and company personnel with regard to contract commitments, modifications and revisions.
• Makes special studies, investigations and analyses and prepares related reports.
• Daily interaction with Sales, Supply Chain/Logistics, Production and Philippines counterparts.
• Will require occasional evening or early morning calls to align and coordinate with international customers.
• Performs other related duties as required.

Preferred Qualifications

• Proven customer support experience or experience as a Client Service Representative
• Ability to multi-task, prioritize, and manage time effectively
• Superior organizational skills
• Strong sense of urgency and ability to prioritize competing tasks
• Exceptional written and oral communication skills
• Able to anticipate needs and shows initiative
• Aerospace industry experience, preferred
• Project Management experience working in cross functional teams, preferred
• SAP knowledge and experience is a plus
• Proficient in MS Office products (Word, Excel, PowerPoint, Project, etc.)