1. Occupational Summary (Position Objective & Authorities)Objective:The Customer Service Representative (CSR) is responsible for establishing and maintaining relationships with customers by ensuring that all customer requirements in relation to spare parts are completely met in a timely manner. The CSR serves as the primary focal point for our organization to our customers for spare parts requirements. In this position, you must convey to the customer a sense of expertise in our products and exude good customer service capabilities. The CSR is also responsible for communicating customer requirements to all internal customers as necessary. This includes purchasing, engineering and manufacturing, in accordance with company policies and procedures.As a member of the Customer Service Team, you are accountable for meeting the monthly, quarterly, and annual sales goals as well as on time delivery goals (Spares COTD) of the company, ensuring the highest levels of customer satisfaction are maintained. This position works under general supervision, under the supervision of the Customer Service Lead and Front Office Manager. Authorities:This position has the authority to waive expedite fees with our customers as they feel comfortable. Waiving MOQ's when stock is available and no future requirements.1. Essential Functions (Duties and Responsibilities)A) Acts as the primary liaison between the customer and Safran Seats relative to spare part sales. This includes interfacing with finance, engineering, manufacturing, production control, pricing and purchasing departments as required. Typically, this would consist of advance customer accounts due to the level of expertise.B) Prepares Pricing Quotations and follows-up on customer inquiries.C) Process customer purchase orders utilizing internal operating systems and acknowledge the delivery date to customer.D) Monitors sales and delivery of spare part orders for assigned customers. Manage orders to ensure data, dates, and commitments accurately reflect our customer's expectations.E) Provides technical assistance and information to customers.F) Mitigate complaints and settle customer disputes; to include quality concerns and credit memos.G) Contribute to team success during workload cycles to ensure customer demands are met for all accounts.H) Performs other related duties as required, which includes any customer related items which could include but is not limited to accounts receivable, product support, warranty, or seat related issues.I) Required to participate in the rotation of the AOG cell phone.J) Participate in Tiger Teams or other special teams to support their assigned customer. Responsible for accurate and timely response to all customer requests. K) Participates in company training and innovations as required.L) Potentially acts as a key user for the Front OfficeM) Assists with training for all CSR'sN) Performs other duties as assigned.