Customer Service Representative 1

Business Profile

Wyman-Gordon is a worldwide supplier to the aerospace and industrial gas turbine markets. We hold quality accreditations for all of the major airframe and engine manufacturers for both civil and military applications. Wyman-Gordon creates rotating closed-die forgings which are critical for aerospace and land-based gas turbines.  Wyman-Gordon also manufactures structural forgings for airframe, nuclear, petrochemical, power generation, and space applications.

Location Profile

Located in South Gate, Dickson Testing Company, Inc. is a full-service destructive testing laboratory serving aerospace and metallic producers worldwide. Our laboratories serve our customers with metallurgical, mechanical, corrosion, and chemical testing services. In support of these services our facility provides complete specimen fabrication, cut off services and heat treat capability

Position Summary

Responsible for receiving, monitoring and processing customer requests in a prompt and timely manner, with emphasis on accuracy and professionalism, interface with other departments to ensure customer requests are processed as promised, perform positive call closure to ensure customer satisfaction, provide feedback and input on how to handle service requests, review all open calls or requests and perform follow-up as needed, maintain customer accounts, direct any customer concern to supervisor/manager.

Primary Duties & Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, ability and/or competency needed for successful performance in the role.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Comply with PCC Code of Conduct Requirements and all PCC Cardinal Rules (e.g., Quality and Safety).
• Work safely under functional safety guidelines such as PPE and equipment interaction.
• All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable Company policies and procedures.
• In the event of uncertainty or lack of knowledge of Company policies and procedures, employees are required to request clarification or explanations from superiors or authorized company representatives.
• Primary role is to accelerate the order intake process by streamlining the receipt of Purchase Orders into our system. This includes working with Shipping/Receiving to gather paperwork and test specimens and kick off jobs into production. Accuracy is essential.
• Quick resolution of any issues delaying order intake, involving direct communications to our clients when things are missing such as drawings and technical information.
• Also responsible for outside processors and vendors, daily communication, assuring they keep to their promises on delivery and communication of any delays.
• Helps resolves simple questions from both vendors and clients as related to orders.
• Also be responsible for returning samples to clients after testing is completed. This includes gathering, professionally packing, shipping, and professional communication to the client.
• Assists the Customer Service Group as directed.
• Maintains good liaison with other departments.
• Contacts customers to ascertain data omitted on orders.
• Prepares and forwards preliminary paperwork to Returns and Replacements.
• Assists in Returns and Replacements as needed.
• Builds sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Other duties as assigned.

Required Skills

• Critical competency is being our customer's advocate.
• Ability to effectively communicate with all levels of the organization, including customers, coworkers, management and vendors.
• Ability to handle things professionally in a high pace, urgent and time dependent environment.
• Effective interpersonal and customer service skills.
• Attention to detail.
• Ability to professionally compose correspondence.
• Ability to manage time effectively.
• Ability to work well independently and within a team.
• Reliability is essential.
• Proficient MS software user, e.g., Word, Excel, Outlook.

Experience & Education

• High school diploma or GED equivalent required.
• College degree preferred but not required.
• 2 years of relevant work experience.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand; walk and sit. The employee occasionally lifts and/or moves up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Manufacturing and laboratory environments. The noise level in the work environment is usually moderate.

This description is intended to describe the type and level of work being performed by a person assigned to this position.  It is not an exhaustive list of all duties and responsibilities required by a person so classified.

The job may require additional hours beyond a 40-hour workweek.