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7 months ago
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Customer Service Representative


AAR Aircraft & Engine Group
Location: Clearwater, Florida
Job type: Permanent
Sector: Airport
Category: Customer Service Jobs
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SUMMARY:

Achieve customer satisfaction through efficient order processing and prompt resolution of after- sale customer requests and issues.

ESSENTIAL DUTIES AND RESPONSIBILITES: include the following:

*

Issue and process all orders for traditional sales-including making all backlog and location changes, corrections and adjustments as necessary before shipping order/stock transfer off the system.

*

Acknowledge order to customer.

*

Liaise with product line, marketing and consignment personnel on order service related issues.

*

Communicate with Program Management for PO/RO due dates so accurate data is in system. Typically turn around PO within 24 hours.

*

Work with warehouse, QC, shipping personnel to ensure orders and transfers are processed in time.

*

Work with inbound QC to ensure smooth transition of PO/RO.

*

Communicate shipping notification to customer.

*

Oversee customer warranty claims process.

*

Prioritize the workload within the QC to ensure ship dates are met.

*

Monitor order backlog to ensure timely deliveries.

*

Works with marketing/product line personnel to ensure the backlog is being monitored within each group and updated accordingly.

*

Liaise with shipping department on any warehousing issues.

*

Receive, research, and answer customer complaints-coordinate the complaint with sales, product lines, QC, warehouse, and accounting department.

*

Receive, research, and answer customer inquiries regarding sales orders, invoices, shipping data, and paperwork.

*

Update and maintain customer master list.

*

Routes calls to proper personnel.

*

Works with Credit Department on warranty issues and order disputes.

*

Investigate, resolve paperwork issues that arise from customer.

*

Maintain customer requirements manual.

*

Generate customer report card.

*

All other duties as assigned.

Qualifications

QUALIFICATIONS

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.

EDUCATION and/or EXPERIENCE

*

High school diploma required. Associate’s degree (A. A.) preferred.

*

5 years of related experience.

*

Strong PC skills (MS Office, specifically MS Excel).

*

Experience with MRP systems (Oracle preferred).

*

Experience managing customers and representing organization in a positive manner.

*

Strong communication skills (written and verbal).

*

Ability to work in a fast paced, dynamic environment.

SUCCESS FACTORS/CORE COMPETENCIES: include the following:

*

Focuses on results and execution; sets goals in alignment with business

*

Strong verbal and written communication skills; listens attentively to others

*

Responds to management direction and follows instructions; listens well and gets clarification

*

Ability to work in a team setting and works with others respectfully, positively and energetically.

*

Adheres to all safety and security policies and regulations; wears appropriate Personal Protective Equipment when necessary.

*

Takes action toward problems and processes for opportunities to improve.

*

Committed to remaining up-to-date on technology and adapts to changes in work environment.

*

Willingness to learn new things and cross training.

*

Strong work ethic and problem solving skills

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

PHYSICAL DEMANDS and WORK ENVIRONMENT

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; talk or hear. The employee may need to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee is inside a central hear and air-conditioned office building. The noise level in the work environment is moderate to low.

Job
: Customer Service

Primary Location
: United States-Florida-Clearwater

Schedule
: Full-time

Overtime Status
: Non-exempt

Equal Opportunity Employer Minority/Female/Disability/Veteran
SUMMARY:

Achieve customer satisfaction through efficient order processing and prompt resolution of after- sale customer requests and issues.

ESSENTIAL DUTIES AND RESPONSIBILITES: include the following:

*

Issue and process all orders for traditional sales-including making all backlog and location changes, corrections and adjustments as necessary before shipping order/stock transfer off the system.

*

Acknowledge order to customer.

*

Liaise with product line, marketing and consignment personnel on order service related issues.

*

Communicate with Program Management for PO/RO due dates so accurate data is in system. Typically turn around PO within 24 hours.

*

Work with warehouse, QC, shipping personnel to ensure orders and transfers are processed in time.

*

Work with inbound QC to ensure smooth transition of PO/RO.

*

Communicate shipping notification to customer.

*

Oversee customer warranty claims process.

*

Prioritize the workload within the QC to ensure ship dates are met.

*

Monitor order backlog to ensure timely deliveries.

*

Works with marketing/product line personnel to ensure the backlog is being monitored within each group and updated accordingly.

*

Liaise with shipping department on any warehousing issues.

*

Receive, research, and answer customer complaints-coordinate the complaint with sales, product lines, QC, warehouse, and accounting department.

*

Receive, research, and answer customer inquiries regarding sales orders, invoices, shipping data, and paperwork.

*

Update and maintain customer master list.

*

Routes calls to proper personnel.

*

Works with Credit Department on warranty issues and order disputes.

*

Investigate, resolve paperwork issues that arise from customer.

*

Maintain customer requirements manual.

*

Generate customer report card.

*

All other duties as assigned.

Qualifications

QUALIFICATIONS

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.

EDUCATION and/or EXPERIENCE

*

High school diploma required. Associate’s degree (A. A.) preferred.

*

5 years of related experience.

*

Strong PC skills (MS Office, specifically MS Excel).

*

Experience with MRP systems (Oracle preferred).

*

Experience managing customers and representing organization in a positive manner.

*

Strong communication skills (written and verbal).

*

Ability to work in a fast paced, dynamic environment.

SUCCESS FACTORS/CORE COMPETENCIES: include the following:

*

Focuses on results and execution; sets goals in alignment with business

*

Strong verbal and written communication skills; listens attentively to others

*

Responds to management direction and follows instructions; listens well and gets clarification

*

Ability to work in a team setting and works with others respectfully, positively and energetically.

*

Adheres to all safety and security policies and regulations; wears appropriate Personal Protective Equipment when necessary.

*

Takes action toward problems and processes for opportunities to improve.

*

Committed to remaining up-to-date on technology and adapts to changes in work environment.

*

Willingness to learn new things and cross training.

*

Strong work ethic and problem solving skills

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

PHYSICAL DEMANDS and WORK ENVIRONMENT

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; talk or hear. The employee may need to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee is inside a central hear and air-conditioned office building. The noise level in the work environment is moderate to low.

Job
: Customer Service

Primary Location
: United States-Florida-Clearwater

Schedule
: Full-time

Overtime Status
: Non-exempt

Equal Opportunity Employer Minority/Female/Disability/Veteran
Apply

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