Job Summary of a Customer Service RepThe primary function of those in a Customer Service Position is to facilitate the customer purchase order/RMA’s (Return Material Authorization) through the organizations ERP system. Additionally, this position shall update the customers with the status of their order/repair or replacements. This position will address customers by telephone, email, or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
In this role the employee will maintain records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
These employees shall refer unresolved customer grievances to designated departments for further investigation.
Duties/Responsibilities of the Customer Service Rep
Data entry of customer purchase order/ RMA into ERP systemManaging EDI transfers of customers’ orders/ RMA dataUsing existing software to complete RMA through the process (If applicable)Assist customers via phone, email, and in personUpdating any existing ordersAssist with inbound phone calls, emails, and faxesLogging into customer portal to obtain orders, and provide status update (If applicable)Be accurate, responsible, and tactful in dealing with a multitude of customers at all levelsManage customer orders/RMA’s and provide status updatesScanning, completing and closing RMAs and work order paperwork (If applicable)Scanning all required documents into current database systemWork in co-operation with multiple departmentsProcessing of Debits, Credits, and/or other transactions as requiredProvide assistance handling co-workers accounts during times of absenceFollow and execute all export compliance regulationsFollow and execute all customer service & repair work instructions and policiesFollow and execute all FAA regulations (If applicable)Tracking and reporting daily KPI’sOther similar duties as assigned by management
Note: This description is an outline of the major recurring responsibilities of the job. It is not intended to be all-inclusive of the work to be performed. Other related job objectives, special assignments and less significant responsibilities typically performed by the incumbent are not included.
Required skills/abilities of the Customer Service RepAbility to read, write, and speak EnglishProficient with a PC and Microsoft office products (Excel, Word, Outlook) RequiredComputer and website navigation skills requiredStrong communication skillsAbility to work in team settings and independentlyDetail orientatedPhone skills
Knowledge, Education, and Experience3-5 years in a customer service role requiredExperience with aircraft OEMs and/or airlines is a must
Compensation details:
45000-60000 Yearly Salary
PIecf4c89e54d7-35216-34528966