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Commercial Account Representative

Commercial Account Representatives ensure the accurate completion of order entry by handling the receipt of customer orders submitted by external Bell customers via telephone, email or self-service ordering in MyBell. They will be stewards of the AOG desk and Customer Care Center, answering and triaging certain customer-facing options from the 1-800-FLY-BELL phone line, triage administrative issues to resolution, and assigns others to be worked by the responsible function via Customer Relationship Management (CRM) cases. This position is located at the Commercial Business Center in Fort Worth, TX.

What you’ll be doing as a Commercial Account Representative

The Commercial Account Representative shall perform the following duties with respect to commercial customers' orders, AOG Desk, and the Customer Care Center.

1.     Administer the receipt of external commercial customer orders that are submitted by Bell customers.

2.     In SharePoint (or other equivalent system), enter data such as price requests, and shipping errors/complaints necessary to process, track, and accelerate inquiries to maintain records as required.

3.     Use ERP to update and maintain the order entry system.

4.     Receive external Commercial Spares Orders and upgrade designated orders to Aircraft on Ground (AOG) or accelerated status.

5.     Answer and triage customer requests that meet AOG criteria, tracking part/solution until an aircraft is deemed airworthy by the customer or Bell representative via the CRM system. 

6.     Facilitate tool and part leases by receiving invoicing and completing related bill duties upon tool return and by processing exchanges and new part returns. 

7.     Quote, arrange, and manage Customer Property Returns (CPR) for internal requests and work / upgrade.

8.     Ensures the customer is supported by managing issues such as urgent AOG issues, customer orders, and answering and triaging customer questions/inquiries via 1-800-FLY-BELL, providing a solution or routing them to the appropriate function via CRM assignment.

9.     Managing AOG Issues

·       Determine if the customer request meets AOG criteria.

·       Track / Monitor all AOG issues (Spares, PSE, CAP/Warranty) within CRM

·       Ensure solution is provided to customer within 24 hours and aircraft is able to return to Service within 48 hours.

Skills You Bring To this Role

• Three years of customer support experience.
• Must be comfortable and communicate effectively in a customer facing role.
• Must be proficient in Microsoft Office Suite (Outlook, Word and Excel).
• Experience with customer relationship management software preferred.

 What you will need to be successful

• Four years of college, or equivalent in aircraft technical courses leading to A&P license, plus three and one-half (3 1/2) years’ experience in similar work as described above

or

• Three and one-half (3 1/2) years’ ex