Customer Relations Specialist (CRS)

About Us

• Kreisler, STS Aerospace has manufactured precision components for the aerospace industry for over half a century by delivering a consistently high-quality product and helping our customers solve complex engineering and manufacturing challenges. Kreisler tubular fabrications fly on the leading military, commercial, regional, and business jet aircraft.

Overview

• We are looking for an individual to ensure our customer has an excellent customer experience. The Customer Relations Support (CRS) is the main customer contact and is responsible for addressing customer’s inquiries and concerns, provide customer with required information and resolve customer problems. You are the voice of the customer. When the customer is dissatisfied, you try to make the situation right whenever possible. You are wildly successful if you can identify potential risk and address problems before they escalate into larger issues.

Duties and Responsibilities

• Become the customer advocate by listening to concerns, communicating concerns, and responding with appropriate actions; you are the customer champion and know the customer better than they know themselves
• Demonstrate genuine care and deliver unmatched service to customer
• Develop strong and trusted relationship with customer
• Gain intimate knowledge of customer requirements, i.e., product and platform, portal, trends and forecast, patterns, etc.
• Manage all customer communications and be involved in all things affecting customer
• Analyze, understand, and resolve order/delivery problems and determine cause (system, internal, customer) and provide corrective action in an accurate and timely manner
• Be proactive in alerting customer of issues/problems and build internal awareness
• Gain intimate knowledge of customer’s product and coordinate internally to effectively provide customer with delivery commitments
• Attend, conduct, lead delivery and or project status meetings with customer
• Maintain and update information and documents as defined by the customer
• Coordinate calls, meetings and communications between customer and Kreisler
• Assist technical, quality, sales, and all other departments with customer related activities
• Generate customer reports and presentations
• Elevate criticality and urgency and, proactively communicate customer feedback throughout the organization
• Understanding of customer MRP, internal planning, inventory, and FG buffer
• Manage metrics; OTD, FG Aging, Promise Integrity, OD $, Customer Satisfaction

Requirements

• Strong communication, both verbal and written, and active listening.
• Ability to achieve alignment through open discussions, productive conflict, and collaboration
• Confident, quick decision maker, and never yielding positive attitude
• Not easily rattled by changes and surprises; patient and positive even when communicating bad news
• Service and problems solving mind set while having a sense of urgency
• Proficient computer skills, with the ability to put together PP presentations, analyze data and act
• Willingness to learn and seek to improve what you do
• Manage time wisely

Education & Experience

• Associate or bachelor’s degree along with 3-4 years of experience in a fast paced, collaborative Customer Service role.
• Previous experience at one of the following: Customer service, Sales, Planning, Purchasing, Expediting
• Customer service experience is preferred
• Infor Syteline ERP experience is a plus

Job Type: Full-time

Pay: $26.25 - $31.62 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience:

• Customer service: 3 years (Required)
• ERP systems: 2 years (Required)

Work Location: In person

Salary : $26 - $32