Department: Operations
Job Title: Aerospace Customer Service Representative
Reports to: Repair Station Manager
This position requires a skilled, detail oriented, experienced team player to work in a fast-paced, diverse environment of repair administration management. The position is accountable for performing a broad range of administrative and clerical duties, as well as being the prime liaison between the Repair Station (FAA 145 Repair Station) and the Customer. The position is responsible for managing incoming repairs, organizing, and maintaining repair workflow system and data base, managing incoming/outgoing correspondence with end Customers and compiling various reports and managing performance metrics (Turn Around Time and On-Time-Delivery).
The incumbent must have the vision, drive, and interpersonal skills to succeed in a double-digit growth environment as well as drive continual improvement.
Key Responsibilities:
In this role the responsibilities will include, but not be limited to:
- Data entry, including data entry into the repair order management network tool (ICM).
- Use Microsoft applications including Word, Excel, Power Point, Outlook mail to provide customers Quotes for repairs, communicate delivery status, collate on-time delivery and Turn Around Time reports internally and externally.
- Process receiving and shipment of repairs in Epicor ERP system,
- Invoicing for work completed and scanning in documents into the repair order management network tool (ICM).
- Excellent Communication Skills and being comfortable communicating directly with Customers at all levels for both Commercial, and defense customer organization.
- Process new orders, create new customer accounts, work with finance on credit terms and provide quotes for repairs and overhauls as requested.
- Proactive daily communication with customers to provide service status updates; follows up to ensure customer satisfaction.
- Data Entry into the web based Wide Area Work Flow (WAWF) program. (Invoicing system for defense contracts).
- Data input and management of Military (Airforce and Navy assets) in the designated Commercial Asset Visibility (CAV) System, and must be able to secure a PKI certificate.
- Knowledge of Quoting and Order acceptance in Aeroxchange.
- Daily workflow of all quotes submitted to customers and follow up for acceptance.
- Ability to follow and understand TAT/OTD, and effectively manage and communicate requirements in order to meet contractual requirements.
- Performs all other duties as required.
Requirements:
The successful candidate will have a background which includes the following education, experience, and skills:
- 3-5 years administrative, customer service/sales related aerospace and defense experience.
- Experience using Excel pivots and functions such as pivots and vlookups.
- Ability to read and comprehend Customer Requirements, as well as Government Contracts and Purchase Orders.
- Represent the company in a positive and professional manner in dealing with both internal departments and global external customers.
- Work independently (with minimum supervision) as well as in a team environment.
- Detail oriented focus with a strong attention to accuracy
- Strong ability to multi-task and prioritize work.
- Demonstrate ability to work well under pressure and meet stringent deadlines.
- Learn and comprehend the various products and service capability manufactured by Acme Aerospace.
- Must have knowledge of Microsoft office operating systems, and Epicor MRP System preferred.
- Bachelor Degree or equivalent work-related experience, a plus
- Demonstrated experience operating within a Customer Service/Sales culture of accountability.
- Effective written and verbal communication skills
- Demonstrate entrepreneurial drive, analytical, and problem-solving skills
International Trade Compliance Requirements
Due to the potential exposure to ITAR-controlled data and export control regulations, the applicant in this role must be a qualified U.S. person as designated under INA, 8 U.S.C. 1324b(a)(3) or be eligible for any required authorizations from the U.S. Government.
Work Environment:
While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time and an air-conditioned and heated office. The noise level is occasionally high.
Physical Demands:
While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands to finger, reach with arms and hands, climb stairs, stoop, kneel, crouch, talk or hear. The employee may occasionally lift and/or move up to 50 lbs.
Disclaimer:
The above information on this description has been designed to indicate the general nature and level of work performance by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Acme Aerospace Inc. is an Equal Opportunity Employer and encourages the application of female, minority, disabled and veteran candidates. candidates must be able to perform essential responsibilities with or without reasonable accommodations. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, or national origin. Due to the potential for exposure to ITAR controlled data, the incumbent in this role must be a US Person (US Citizen or US Permanent Resident). Interested candidates should submit their resume and salary requirements.