Customer Service - Senior, Customer Solns Spec

POSITION SUMMARY:  Responsible for providing exceptional customer service support to both external and internal customers while effectively working with a cross-functional leadership/supervisory team.

PRIMARY DUTIES AND 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, and/or ability required.  The duties and responsibilities regularly performed for this position are:

• Support all aspects of customer support including generating sales quotations, producing customer status reports, and transparent communication.
• Maintain a high level of professionalism when handling customer queries or complaints, provide appropriate solutions and alternatives within the time limit; follow up with all stake holders to ensure resolution.
• Handle customer related issues through resolution and establish positive rapport with customers through routine and transparent communication.
• Document and maintain data integrity of sales records, customer records, etc.
• Support and conform to all organization’s compliance requirements, e.g., export controls, business ethics, etc.
• Work with production / procurement / planning / quality to meet project delivery requirements
• Own the customer relationship and satisfaction – constant drive to ensure all aspects of the customer relationship is managed to include being the “Voice of the Customer” internally. Responsible for taking lead roles in handling/researching difficult issues and problems in day-to-day customer inquiries
• Identify process and procedure improvements necessary to increase efficiencies and the customer experience.

• Demonstrate the ability to effectively participate in a team environment that promotes the company’s goals and objectives with a positive attitude.
• Embrace/implement continuous improvement and lean principles in all activities
• Ensure compliance with Quality Control Manual (QCM)
• Work safely following all Company health, safety and environmental policies while performing job duties
• Demonstrate high ethical standards and integrity set forth in Corporate Code of Ethical Standards
• Regular and reliable attendance

EDUCATION AND WORK EXPERIENCE: 

The specific EDUCATION and/or EXPERIENCE requirements of this position are:

• Able to read/write in English
• Bachelor’s / Associates Degree preferred and 5 year experience in customer service or equivalent experience
• Aerospace or manufacturing experience preferred

The specific SKILLS and KNOWLEDGE required for this position are:

• High degree of professionalism with a focus on customer care
• Advanced computer skills to include Microsoft Office
• High attention to detail with excellent organizational skills
• Problem-solving abilities
• Ability to improve and develop new business processes
• Excellent communication skills, both written and oral
• Ability to work effectively individually or as part of a team
• Positive Attitude

This is an onsite position.

This position does not offer relocation.