Customer Solutions Specialist- Military Coordinator

Company Description

Chromalloy has expanded from a gas turbine parts repair business into an OEM supplier of production parts and advanced repairs and services for gas turbines used in aviation and power applications. Chromalloy serves the airline, military, marine and energy segments with a broad range of services at locations around the globe.

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.

Chromalloy offers challenging assignments, great teams, development and training, and exciting opportunities to enhance your skills, abilities and knowledge.

US Citizen/ Permanent Resident (ITAR Regulations)

Job Description

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

Primary Duties: 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.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The duties and responsibilities regularly performed for this position are:

• Own the customer relationship and satisfaction – constant drive to ensure all aspects of the customer relationship is managed.
• Communicate the “voice of the customer” internally and participates in the resolution of day-to-day issues.
• Drive to ensure the utilization of customer service best practices and utilizing consistent communication including all reporting documents, performance reports, and quarterly business reviews.
• Ensure that any issue is resolved quickly or gets escalated to the appropriate level.
• Contact management of customer accounts through an in depth understanding of Chromalloy and customer obligations. Responsible to ensure compliance to our customer contractual obligations.
• Support customer needs through status reports, frequent phone / email communication, management of unique account requirements and ensuring advocacy and resourcefulness with regards to customer inquiries
• Responsible for the communication of contract obligations to production and leadership teams as it relates to business processes.
• Responsible for taking lead roles in handling/researching difficult issues and problems in day-to-day customer inquiries, communication, parts repair status reports and other business transactions as it relates to customer accounts
• Production of price quotations for customers which may require coordination with the leadership team on larger programs and / or contract negotiations
• Drive the escape / crisis management process with timely communication when delivery or quality issues impact customers.
• Identify and implement opportunities to enhance year over year revenue growth and customer retention through upselling services and product offering.
• Identify process and procedure improvements necessary to increase efficiencies and the customer experience.
• With a positive attitude, demonstrate the ability to effectively participate in a team environment that promotes the company’s goals and objectives.
• Embrace/implement continuous improvement and lean principles in all activities
• Maintain department safety and housekeeping standards
• Ensure compliance with Quality Control Manual (QCM)
• Must be aware of ISO – Total Customer Satisfaction (TCS) quality requirements
• Ensure compliance with Company RSM, must be aware of ISO/TCS quality requirements
• 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
• Required training:  Cyber Awareness Challenge 2023 – DoD Cyber Exchange
• Will need to work in WAWF & CAVAF.
• Ensure compliance with DoD contract requirements which include accounting and management of Government contract property for military and general equipment, real property, inventory and operating materials and supplies.
• Accomplish program objectives for development, production and sustainment to meet user’s operational needs
• Accountable to the Military Authority for cost, schedule a