CUSTOMER SERVICE REPRESENTATIVE • FORT WORTH, TX

Position Overview

The role provides day-to-day support to Business Aircraft Customers through providing quotations for parts, answering Customer queries, processing sales orders and ensuring overall Customer satisfaction. This position is one that provides global, round-the-clock service for a growing client base, reporting to the Customer Service Supervisor.

Key Responsibilities

• Process Customer’s Orders efficiently and accurately from inception to invoicing.
• Coordinate and communicate effectively with internal and external customers.
• Contribute to successful delivery of Customer Orders.
• Confer with customers that contact the organization by telephone or electronically to provide information about products or services, discuss customer accounts, address customer complaints, process Requests for Quotes, process Sales orders, and other tasks as necessary.
• Responds to calls or emails to customers to provide follow-up on inquiries.
• Generates documentation and solves customer issues/requests/complaints in accordance with procedures, and when required, redirects queries to appropriate department or personnel.
• Provides technical assistance to customers and escalates complex issues to appropriate personnel as required.
• Manages and maintains a record of customer interactions or transactions; records details of inquiries, complaints, comments, and actions taken to facilitate future needs in training and improvements in customer services.
• Confer with sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• May promote products to ensure business targets are met.
• May provide after-sales support for client contracts to ensure customers satisfaction is met.
• Perform duties related to overall customer service.
• Provide support to sales team regarding customer concerns.
• Coordinates with Outside and Inside Sales to identify opportunities.
• Serves as customer interface on product status and delivery.
• Maintains knowledge of TES organization and products to provide the appropriate information and support to customers.
• Consistently documents customer service needs to identify patterns and maintain quality.
• Other duties as assigned.
  
  

Qualifications

Minimum Qualifications:

Either one or both of the following

• Associate’s degree in an Aviation/Customer Service Industry related field
• A minimum of three years’ related industry experience
  
  

Preferred Education And Experience

• Bachelor’s degree in business administration or in an Aviation/Customer Service Industry related field
• 4 years related industry experience.
  
  

Successful Candidates Will Posses These Skills

• Fluency in English
• Ability for Accuracy, Accountability, Judgement and Decision Making
• Ability to work in a Time-Sensitive Environment
• Solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to effectively communicate both verbally and in writing
• Strong attention to detail
• Strong planning, organizational, analytical, decision-making, and problem-solving skills
• Able to deal with people sensitively, tactfully, diplomatically, and professionally always
• Ability to multi-task and understand priority levels is a must
• Data entry and typing skills
• A commitment to professional practice and continuous professional improvement
• Experience with Salesforce
• Experience with Quantum or similar ERP System
  
  

Benefits

• Outstanding Medical and Dental Benefits
• Company funded Health Reimbursement Account
• Basic Employee Life and Accidental Death and Dismemberment Insurance
• Long-Term and Short-Term Disability
• Vacation and Sick Time
• Paid Holidays
  
  

Why TES

• Join a leading company in the global Business Aviation industry
• Be part of a team that values innovation, excellence, and community contribution
• Competitive salary and benefits package
• Opportunities for professional growth and development
• Engage in meaningful work that makes a difference in the aviation sector and beyond
  
  

TES is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, transgender status, genetic information, status as a protected veteran, and basis of disability status or any other federal, state, or local protected class.

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