JOB TITLE: Customer Service Representative
FLSA STATUS: Non-Exempt
REPORTS TO: Director, Program Mgmt & Customer Service
The following description is not intended as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Management retains the discretion to add to or change the duties of the position at any time.
Summary
Supports Program Management’s administrative tasks and performs day-to-day customer service in support of on-going programs while improving overall customer relationships for assigned accounts. Responds to customer requests and questions regarding technical, large or complex service, products and accounts and ensure customers receive appropriate program reports which are required contractually. Analyzes and rectifies customer concerns using established procedures. Use computer to access and/or update customer records.
JOB FUNCTIONS:
- Responsible for data entry of Purchase, Repair, and Service Orders into company ERP and for maintaining an Excel database containing engineering and customer part numbers and coordinate input and data from multiple sources.
- Formally acknowledge all Purchase, Repair and Service Orders from assigned accounts and oversee status of orders for assigned accounts.
- Maintain and grow current business relationships with assigned accounts.
- Requisitions replacement parts and supplies.
- Represent the Company in the administration of new contracts, changes or amendments and provide assigned customers with order information and status reports as needed. Maintaining excellent customer relations, service and support. Full and clear communication with customers at all times is a MUST.
- Participate in and support Customer Team meetings as required and support team roles by augmenting capacity in these areas as dictated by the day to day operational business need.
- Initiate and implement new ideas, reporting process, and way of constant improvements throughout the process.
- Maintain an accurate and organized filing system on all programs and contracted customer reports.
- Present new ideas and implementation plans.
- Upon completion of each order, generate invoices immediately.
- Maintain positive attitude with Regent team as well as customers at all times.
- Due to urgency of some of the programs, be able to handle pressure and maintain a positive attitude.
- Arrange and coordinate conference calls and meetings.
- Coordinate and manage mass mailing campaigns including company press releases and assist with printing and organization of customer presentations and proposals.
As Necessary, performs other related duties of which the above representative.
JOB REQUIREMENTS:
Specifications of Education and Training, Job Related Experience, and knowledge/abilities are general guidelines based on the minimum experience normally considered essential to the satisfactory performances of this job by the average incumbent. Individual abilities may result in some deviation from these guidelines.
MINIMUM EDUCATION AND TRAINING:
- High school diploma or equivalent.
MINIMUM DIRECTLY RELATED JOB EXPERIENCE:
- Two years experience in a customer service role.
- Manufacturing experience is preferred, Aerospace experience a plus.
- Management must contact the Human Resource department of adding to or changing a significant number of duties.
MINIMUM KNOWLEDGE, ABILITIES, AND SKILLS:
- Ability to communicate effectively in a professional manner both verbally and in writing.
- Effective time management and organizational skills, and possess ability to prioritize multiple tasks.
- Microsoft Office experience with Intermediate skill level in Excel, basic knowledge in use of Outlook and Word
- Data Entry skills.
- Knowledge of basic mathematics.
- Ability to interact with a team of coworkers and customer contact skills.
- Able to read and comprehend documentation written in the English language.
PHYSICAL MOTION:
- Walks at least 30% of each day.
- Other Motions: climbing/descending stairs; sitting; bending; carry-reaching above; repetitive motion hand-wrist; repetitive motion elbow-shoulder; fingering; grasping; feeling; hearing; talking; seeing; eye-hand/foot coordination; working with controls.
DEGREE OF PHYSICAL ACTIVITY:
- Light work: Exerting up to 20 pounds of force occasionally.
VISUAL DEMANDS:
- Depth perception
- Color perception
MENTAL PROCESS:
- Remembering
- Using mathematics
- Combining
- Scheduling
- Writing
- Advising
WORK ENVIRONMENT
EQUIPMENT
- Computer hardware and software
