Customer Service Representative

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Job Description:

Position Summary:  Interpret customer order and delivery requirements, enter orders, and follow-up as necessary, ensuring customer fulfilment of orders are within company policy guidelines. Communicate with customers on a daily basis regarding resolution of their order, delivery or account problems. Monitor customer orders placed electronically for timely processing fulfillment. Utilize problem solving skills to help customers through their day to day requirements.

Primary Responsibilities:

Customer Support: 45%

• Receive customer orders via email, phone and fax
• Interpret orders on receipt and key entry accordingly.
• Administer necessary forms and documents for rentals, exchanges, customer repairs, and Power by the Hour.
• Sell and promote items identified as part of promotional programs and work closely with every customer to establish additional sales opportunities.
• Periodically analyze and monitor customer sales activity for trends and advise management accordingly.
• Assess and develop solutions to routine problems encountered daily
• Participate in activities to enhance systems and business processes as assigned.
• This position description is not intended to be all-inclusive and the employee will also perform other tasks as assigned

Communication: 45%

• Daily management of ZSDTRP report
• Record and log customer complaints 
• Prepare and distribute customer activity reports
• Requires ability to communicate effectively verbally and in written form
• Advise customer of priority and freight options as necessary to ensure delivery on time.
• Counsel with customers and communicate with other functional areas for technical assistance as required.
• Provide customer order status as requested, and coordinate with the warehouse and shipping when required
• Build a positive rapport and relationship with every customer, constantly soliciting ways to improve customer support, or increased sales
• Counsel with customers and communicate with other functional areas for technical assistance as required

Additional Responsibilities: 10%

• This position description is not intended to be all-inclusive and the employee will also perform other tasks as assigned.

Qualified Experience / Skills / Training:  
Education:
Required:

• High school diploma or equivalent

Preferred:

• Associates degree or equivalent work experience

Experience:
Required:

• Minimum three (3) years’ experience in logistics, technical, or customer support areas 
• Or minimum one (1) year experience working at Airbus in a position working with aviation parts.  

Preferred:

• 2 years SAP experience (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement)
• Six Sigma

Licensure/Certifications:

Required:

• None

Preferred:

• A&P License, may be substituted for 3 years’ experience

Knowledge, Skills, Demonstrated Capabilities:
Required:

• Microsoft Outlook and Office 
• Strong organizational skills 
• Demonstrate the ability to work in a fast paced demanding environment 
• Strong Communication Skills 

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

• Requires ability to communicate effectively verbally and in written form

Technical Systems Proficiency:

• SAP
• Microsoft Word, Office, and Excel

Travel Required: 

• 0-10% Domestic and Inte