Title : Customer ServiceCoordinator

Location : MADevens 01434

Summary :

• Looking for someone with HEAVY Excel experience : VLOOKUPPivot Tables Formatting Edits Duplicates Filtering SortingData
• True Customer Service : Managing acustomer in a database. Working with customers daily by email andphone. Speaking ability with articulation and good oral and writtenskills.
• Understanding of a POs / Contracts : Review terms and make sure they meet expectations. Work in multiplesystems gathering or researching data for customers.
• Face paced
• Like to see longevity orcareer progression. Do not want to see a lot of contractjobs.
• 8am5pm but can be flexible
• Onsite No Remote work

POSITION SUMMARY

Maintains customer satisfaction by providing productservice and account information and monitoring performance forproduct warranty maintenance agreements and / or purchase orders.

Typically responsible for groups of accounts that are moderatelycomplex or where account relationships arewellestablished.

ESSENTIALFUNCTIONS

1. Administers customeraccounts by reviewing service and / or spare product requirements toexisting terms and conditions of purchase orders or maintenanceagreements.

2. Establishes and maintainscustomer relationships through courteous and efficient servicing ofcustomer requests. Maintains regular communication with assignedcustomer accounts and responds to customer serviceissues.

3. Prepares and submits correspondencein response to customer requests. Maintains an appropriate level ofconfidentiality with regard to customer and companymatters.

4. Responds to requests for quotationsin a timely manner and coordinates with price estimating. Reviewspricing for reasonableness submits quotations / proposals forcustomer review and handles

customer questionsregarding the submitted quote / proposal.

5.Coordinates with various functions of the company (e.g. qualityshipping / receiving accounting order entry planning and shoppersonnel) on customer issues.

Prioritizes requests and commits toreasonable production and / or provisioning leadtime.

6. Releases repairs to production when customer approvalis received by submitting work order to scheduler and updatingsales order with delivery date and repair costs.

Develops actionplans to address past due items. May have oversight of order entryactivity and shipping for spares.

7. Monitorsdelivery status and provides status reports to customers bygathering data researching outstanding shipments obtaining uptodateshipping information and following up with the customer.

8. Ensures invoices have been processed and paid bymonitoring the customers account status and coordinating withAccounts Receivable.

Supports the companys collectionefforts.

9. Investigates and resolves customercomplaints or claims by collecting and analysing documentation andprior history files.

Resolves complaints regarding damaged late orincorrect shipments and may have authority to offer discounts up toa limited maximum dollar amount.

10. Ensures theaccuracy of sales order entry data and backlog information bymonitoring customer accounts and preparing reports (i.

11. Mayreview warranty claims discuss product substitutions andalternatives based on customer requirements and provide specialpricing for nonstandard warranty items and repairs.

12. Contributes to continuous improvement activities andrecommends cost reduction suggestions and / or ways to improve thequality of service.

13. Develops knowledge ofprocurement practices and FAA regulations products andmanufacturing processes and customers.

14.Supports the team by accomplishing related results as needed. Workassignments may include crossfunctional or project teamassignments.

QUALIFICATIONS :

• Education and Experience
• One to twoyears of related college level courses certificate completion orrelated job training in contracts or business administration thathas provided both theoretical and practical knowledge in thefield.
• Demonstrated ability to perform theessential functions of the job typically acquired through four ormore years of related experience in administrativemarketing / customer service or product support areas.

Knowledge Skills andAbilities

Knowledge andunderstanding of customer service administration policies andpractices and FAA regulations including government procurement ifapplicable.

General knowledge of products and manufacturinginspection and repair processes. General understanding and abilityto apply continuous improvement methods.

Ability to work on assignments that are moderatelycomplex where judgement is required in evaluating informationresolving problems and making recommendations.

Ability to work withonly general work direction with no instructions usually given forroutine work and general instructions given for new work or specialassignments.

Ability to define problems collect data establishfacts and draw valid conclusions. Ability to calculate amounts suchas discounts proportions and percentages.

Ability to communicateeffectively to present ideas facts and some technical informationand to respond to inquiries and complaints from customers orregulatory agencies.

Ability to use standard business softwareapplications and specialized spreadsheet and database systems (e.g.manufacturing resource planning (MRP) financial and accountingdata).

Ability to effectively demonstrate team member competenciesand participate in goalsetting performance feedback andselfdevelopment activities.

Best Regards

Shashikumar G

TechnicalRecruiter

Last updated : 2024-05-05