Job title: Customer Support Representative

Company: MW Partner

Job description: MW Partners is currently seeking a Customer Support Representative to work for our client who is a global leader in the aerospace, defence and security markets.Responsibilities and duties:

• Responsible for the WIP management of each assigned customer. First point of customer contact.
• Follows up with customers concerning approvals to repair estimates, required customer paperwork revisions, and other miscellaneous area causing customer delays to the repair process.
• Provide weekly customer status reports on WIP and ongoing issues as needed by customers account representative.
• Works the Account Management Team (AMT) members to drive understanding and tracking of customer products and fleets.
• Attends meetings with customer and AMT as needed and provides input where appropriate.
• Works with Industrial Engineering, Repair Line Managers and Product Support Engineers to obtain technical knowledge related to products customers send in for repair.
• Ensures correct work order identification and coding of database records when quoting each repair notification.
• Ensures proper identification of Client performance commitments in database and sets TAT exclusions as appropriate.
• Based on general guidelines, generates estimates and sets not-to exceed (NTE) authorization levels allowing labor hours and material cost to be applied to customer units for technician repair activity as required by site specific procedures.
• Creates and sends estimates to the customer in regards to repairs or RFQ’s with information taken from shop technicians and pricing directives/contracts.
• Proposes exchanges to customers for products under repair and works with Exchange Team for exchange unit availability as appropriate.
• Monitors customer terms and authorizes return shipment of customer product. When circumstances support, requests authorization to ship if a customer is blocked due to late payments or financial risk.
• Provides feedback to the customer in a timely manner regarding changes resulting in a delay of product delivery or increased cost estimate where applicable.
• Promote the use of PartEdge for internal and external customers.
• Collaborates with the Virtual Shop and Operations Support Team to fix customers issues and obtain customer information when needed.
• Responsible for initial customer account setup collaboratively with other departments.
• Monitors customer terms and authorizes return shipment of customer product. When circumstances support, requests authorization to ship if a customer is blocked due to late payments or financial risk.
• Participates in customer support meetings as appropriate.
• Promote upselling tactics with customers, where appropriate. To inform and work with Account Management team of upselling opportunities that will bring increased margins and/or market share.
• Obtains customer related information for Client’s retrofit and distribution teams where required.
• Utilizes web-based tools as needed to manage customer accounts. Ex. AeroExchange, ILS, etc.
• Documents in Salesforce ongoing customer issues and feedback from customer for AMT review.
• Take the extra mile to engage customers
• Actively participates in improving the processes of the Customer Support Department and the repair station utilizing Lean and 6S principles
• Conducts oneself in a way to ensure excellent customer service.
• Additional duties as assigned by team leader / Customer Support Manager.

Requirements:

• Minimum of 4 years of direct Customer Service related experience, preferably within Aerospace, Electronics and or sales background helpful.
• Minimum of 3 years of program coordination experience.
• Certification/Associates Degree required or (equivalent work experience.)
• Proficient in SAP, Microsoft Excel, Word, PowerPoint, Outlook.
• Strong oral and written communications skills to include telephone skills. Must be able to work independently and as part of a team. Must be able to maintain business confidentiality.
• Positive attitude and ability to deal with satisfied and dissatisfied customers.
• Fluency in French, Spanish, or Portuguese is a plus.

Nice to Have:

• Direct Customer Sales and/or Service experience within the avionics industry is preferred.
• Aviation technical knowledge and product familiarity a plus.

For a confidential discussion or to find out more, contact Lipsa Mohapatra on 141-523-16766 / Itishree Mohanty on 171-836-00219 or apply now.

Expected salary:

Location: Orlando, FL

Job date: Thu, 23 Jan 2025 23:57:24 GMT

Apply for the job now!