Customer Solutions Specialist (Aerospace)

Company Description

Chromalloy is a global engineering & solutions company.  We are a leading provider of aftermarket parts, repairs, and solutions that safely & reliably extend the life of aircraft engines and gas turbines.  We develop, manufacture and repair critical turbine components for a range of engine platforms. Our solutions support the engines running the aerospace, energy and defense industries around the world. 

Chromalloy employees are proud, passionate problem-solvers who strive to live our values every day. A career with Chromalloy is an opportunity to learn from top industry experts, work with important technologies, and unlock a passion for innovation. Join our team of experts, innovators and problem-solvers delivering world-class solutions for our customers.  Be part of something bigger with Chromalloy.

Job Description

Summary:   The Customer Solutions Specialist will be the primary point of contact within a Chromalloy operating unit for our customers.  The Customer Support Specialist is responsible to ensure our customers have a uniform customer experience by following Chromalloy Customer Support policies and procedures.

Primary Accountabilities:

• Own the customer relationship and satisfaction – constant drive to ensure all aspects of the customer relationship is managed.
• Drive to ensure the utilization of customer service best practices and utilizing consistent communication including all reporting documents, performance reports and quarterly business reviews.
• Ensures that any issue is resolved quickly or gets escalated to the appropriate level.
• Identify process and procedure improvements necessary to increase efficiencies and the customer experience.
• Identify opportunity to enhance year over year revenue growth and customer retention.
• Communicate the “voice of the customer” internally and externally through participation in day to day issues.
• Drive the escape / crisis management process with timely communication when delivery or quality issues impact customers.
• Responsible to ensure compliance to our customer contractual obligations.
• Work safely following all health, safety and environmental rules and policies.
• Demonstrate high ethical standards and integrity as set forth in our Code of Business Conduct and our Principles of Business Conduct, Policies and Procedures.
• With a positive attitude, demonstrate the ability to effectively participate in a team environment that promotes the company’s goals and objectives.
• Ability to apply common sense understanding to carry out instructions delivered in written, oral, or diagram form.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Continually look for ways to increase efficiency and productivity, while maintaining the required level of quality.

Challenges:

• Meeting one’s objectives
• Must be assertive in developing and applying structure and process where it may not exist today.
• Ability to manage ambiguity and affect change in situations of limited direct responsibility

Competencies:

1. Thought Leadership – Intellectually sharp, analytical and critical thinker, capable and agile. Consistently challenges and improves thinking / decision making of team.
2. Action and Result Orientation – High energy, drive and sense of urgency. Consistently delivers top performance.
3. Personal Accountability - Owns actions and results; keeps commitments.
4. Respects & Values Diversity – Understands and takes advantage of a global diverse workforce and marketplace.  Promotes and encourages diverse ideas and solutions from team.
5. Ethics - Demonstrates high ethical standards and integrity as set forth in our Code of Business Conduct and our Principles of Business Conduct, Policies and Procedures.

Qualifications

Skills:             

• Demonstrated understanding of customer requirements and focus to achieve these objectives
• Strong decision-making skills and ability to use sound judgment and challenge assumptions when appropriate
• Proven ability to communicate conclusions based upon analysis and findings.
• Proven flexibility and ability to cope with pressure resulting from changing priorities and meeting tight deadlines and reporting requirements
• Must demonstrate an effective communication skill / style to present complex ideas in a compelling and comprehensive manner.
• Exhibit high degree of professionalism and confidentiality in handling and having access to sensitive information.
• Advanced