Customer Support Specialist I - Aerospace

**This position will be a hybrid commuting position. Predominantly, the Customer Support Specialist I will work from a home office. However, there will occasions when the CSS I will need to report to the main office, at times at short notice, and potentially work from there for extended periods of time. The office is located in Byron, GA. Therefore, the CSS I will need to live in, or be willing to relocate to, at one's own expense, a community within commuting distance of the main office.

The Customer Support Specialist I is responsible for coordinating and managing various activities associated with customer service initiatives related to the procurement of equipment and repair services using a comprehensive understanding of Logistics and Supply Chain Services and interdepartmental processes. Communicate with customers and vendors to obtain order specific information. Analyzes customer spare parts, products, and related service requirements and  inquiries, facilitates responses, and resolves delivery problem. Creates, maintains, and advances customer relationships and develops an understanding of customer's culture and business strategies. This position requires superior verbal and written communication skills and exceptional organizational skills.

• Initiate and maintain proactive communication with support personnel, assigned customers, and suppliers.
• Monitor information systems and identify high priority procurement support for urgent customer requirements.
• Sources material and service requirements according to customer terms and conditions and issues requests for quotes to respective distributor, service provider, and manufacturer. 
• Prepares quotations and proposals, formulates pricing, and submits to assigned customer in support of new and follow-on business.
• Receives customer purchase orders, reviews for correctness, acknowledges acceptance, and records in Quantum. 
• Provides customer service support, response and tracking for problem areas with respect to delivery, packaging, product conditions, customer returns or other terms and conditions.
• Reviews, processes, and tracks customer orders through entire lifecycle from initial quoting to delivery and follow on support.
• Maintains strong customer relations through appropriate face to face, oral & written communications.
• Coordinates activities among internal company functions, including Sales, Finance, and Quality Assurance, to ensure customer interests are continually represented and balanced with company requirements.
• Reviews for acceptance/rejection the customer's contractual terms and conditions and negotiates minor changes in contracts.
• Compiles and analyzes data and prepares recurring reports regarding industry trends, current market share, and received customer feedback.
• Issues purchase requisitions purchasing and coordinates purchases or subcontracts with Procurement personnel. 
• Initiates and maintains proactive communications with regional sales representatives or consultants,  support personnel, and assigned customers.
• Maintains thorough, up-to-date knowledge of current contractual requirements set forth in the customer purchase orders and internal processes and procedures.
• Travel in support of conferences, meetings, reviews, and other related activities; availability for both CONUS and OCONUS travel as directed. 
• Perform other duties as assigned at the discretion of management.

Education

• Accredited Bachelor’s degree in Business, Logistics, or Supply Chain Management is preferred. (Work experience may substitute for the education requirement. Requires 2 years of related experience in exchange for 1 year of college.) 

Experience

• Two (2) years of experience in an active procurement and customer service role is required in addition to the education requirement above.

License, Cert or Registration

• Current drivers’ license, proof of U.S. citizenship or proof of authorization to work in the U.S., and the ability to satisfy a background investigation to obtain a security clearance.

Special knowledge, skills, & abilities

• Must have advanced working knowledge of computers, software, and general office equipment to include but not limited to MS Office, particularly Excel, and Office Professional. • Must demonstrate ethics, responsibility, confidentiality, professionalism, punctuality, consistent dependability, organizational skills, and function well as a part of a team.
• Excellent written and oral communication skills required. Must possess an excellent command of the English language. This position requires the ability to review and write routine reports and correspondence. Must be able to communicate and speak effectively before gr