To interact with the Customers to provide information in response to inquiries about product, and to handle and resolve complaints.
Examples of Essential Functions:
Answer phones and provide positive service to the customer. Back up other CSR's on telephone calls when they are away from their desks.
Respond to quote requests and other proposals with customers.
Work with Design and Applications Engineering on new opportunities.
Establish suggested prices based on the tools available (Price Book, Value Codes, Customer Classification) to maximize our divisional profitability.
Enter and track customer orders. Utilize Order Book Ownership Guidelines.
Coordinate regularly with Field Sales to gain opportunities and resolve problems.
Work with customer websites to review order scheduling changes and access specifications (as necessary).
Follow assigned accounts closely to assure that on-time delivery is maintained or that the customer is informed promptly of any changes. Closely monitor any KPI reports.
Assist Business Management with LTA's and large proposals.
Develop Contract Review files. Prepare customer contract reviews and filing of customer orders.
Coordinate customer returns in support of Quality Control.
Participate in internal customer visits.
The preceding functions have been provided as examples of the types of work performed by employees assigned to this job functions. Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.
Required: 3+ years related customer service experience in a manufacturing environment.
Desirable: Aerospace experience.
Ability to read and interpret documents such as safety rules, and procedure manuals. Ability to write routine reports and correspondences. Ability to speak effectively in person and on the phone.
Ability to solve practical problems. Ability to interpret a variety of instructions furnished in written, verbal, or schedule form.
Ability to apply basic concepts of math. Must have working knowledge of Microsoft Access, Excel, and Word programs.
Physical and Environmental Elements:
While performing the duties of this job, the employee generally works indoors within the office and manufacturing areas. The employee is rarely exposed to moving mechanical parts, fumes or airborne particles. The noise level in the work environment is usually moderate.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision and the ability to adjust focus.
Special Requirements/Certification (travel, extended hours, etc.):
Some overtime may be required.