What are the responsibilities and job description for the Customer Support Specialist I position at Co-Operative Industries Defense LLC?
Description
Customer Support Specialist I
Who we are:
kSARIA Corporation is an industry leading manufacturer and installer of fiber optic and electrical interconnect solutions for the defense and aerospace industry. We offer unmatched advantages for all aspects of Mil/Aero connectivity solutions. Its proprietary processes and technology have enabled the company to achieve exceptional growth by providing the highest quality products and delivering exceptional value to its customers.
Job Overview:
The Customer Support Specialist is the primary interface between CIA&Ds customers and the internal organization through the entire ordering process, from RFQ receipt through order entry, contract review, and product shipment. The CSS will be able to effectively communicate the status of the RFQ’s to internal and external teams. This role will be responsible for posting RFQ’s, following up on all open quotes and working cross functionally to get updates and ensure follow through to contract award. Additionally, the CSS will effectively communicate order status to the customer through its entire period of performance. This role will be responsible for gathering data from internal functional areas and presenting it to customers in the form of general updates, contract modifications, and customer data requests. Strict attention to detail is needed to close out actions and ensure customer satisfaction.
Position Profile:
- Establish and build strong relationships with customers via telephone communications
- Work as an integral part of the sales team
- Posting RFQ’s to the quote log.
- Following-up with the customer on in-complete quotation packages
- Monitor quote process to make sure quotations are submitted to customer on time
- Submit and follow-up with customers on open quotations
- Working with the Strategic Account Managers and Reps to support business and overall customer satisfaction
- Monitor and complete all customer required documentation (reps & certs, etc.)
- Manage and monitor various customer portals for incoming orders and RFQs
- Enter customer orders, confirm order receipt and acknowledge delivery dates with customers
- Effectively manage the contract review and sign-off process
- Field incoming customer requests for order status and work with all internal functional managers to develop a cohesive response to customer requests for order status, order changes, and expedites. This includes managing open order reports/meetings with assigned accounts.
- Being present at customer visits to CIA&D
- Facilitate Internal Meetings.
- Support Program Manager.
- Track Production Progress.
- Report Production Progress to Customer.
- Other duties as assigned.
Skill requirements:
- Ability to work independently and have highly professional verbal, writing and interpersonal skills
- Effective collaboration skills
- Tenacious and relentless to closeout customer required actions as timely as possible
- Proven ability to build and maintain relationships with customers
- Comfortable with exposure to highly confidential information
- Willing, enthusiastic, and proactive in taking on tasks of any nature to balance the workload of others throughout the organization
- Must have previous experience in a Customer Service role
- Extremely organized with high attention to detail and time management
- Experience with ERP systems in a manufacturing environment preferred.
- Experience and familiarity in US government contracting FAR requirements and contract terms and conditions preferred.
- Exemplifies self-directed and focused work ethic
- Strong analytical and problem-solving skills
- Strong Excel, Word, PowerPoint and Microsoft Office skills
- Willingness to learn other software tools to continue to progress professionally
- 0-1 years of general experience preferred.
- US citizenship or permanent resident status is required.
Employee Benefits
kSARIA offer its employees a comprehensive benefits package including:
- Health insurance
- Dental insurance
- Vision Insurance
- Life and Disability insurance
- Paid Time Off
- 401(k) retirement plan & match
kSARIA is an Equal Opportunity Employer/Disabilities/Veterans
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