The Customer Service Representative is responsible for a Customer's portfolio. They are responsible for responding to the needs of our customers with timely, accurate & professional delivery. The CSR coordinates day to day activity for customer requests, processes customer orders & quotes, & maintains high quality & professional communication with internal and external Customers. They will ensure adherence with contractual obligations & internal processes & comply with company policy/procedure.
DUTIES AND RESPONSIBILITIES
This list of duties & responsibilities is not all-inclusive & may be expanded to include other duties & responsibilities, as management may deem necessary from time to time.
Requests lead time, price & data to build the quote for non-priced materials & prepare/submit quotes to customer.
Liaise/follow up with internal department to create part number & update pricing information in ERP.
Follows up on Quotes (RFQ) & convert to orders (CO) in a timely manner.
Prepares, enters & follows-up orders to ensure good customer relations by meeting requested delivery dates & making sure orders are in compliance with Safran Terms & Conditions.
Reviews all orders terms & conditions submitted by customers in depth to protect the business interest of the Company.
Reviews orders prior to entering into system for correct pricing, order number & part number or description to ensure the accuracy of all data.
Receives, reviews and acknowledges customer purchase orders, utilizing SPEC 2000/EDI/ AEROXCHANGE where applicable.
Identify alternative solutions for required material or requested information to response to customer needs. Negotiate if needed lead time with Customers.
Identify Customer critical situation & escalate within the organization to ensure AOG / Critical orders are shipped on time.
Provides AWBs to the Customer & any requested shipping documents.
Work cross functionally with other departments in resolving customer issues & escalations; including but not limited to: returns, quality issues, order discrepancies & transportation / delivery of material.
Drive exceptional customer service both internally & externally.
Engage in relationship-building with customers to ensure exceptional customer service & satisfaction.
Document any Customer activity / requests in ERP & CRM.
Responds to the customer via phone, fax, email, Spec2000 (SITA) or in person the same day or not later than within the same business day of receiving their communication, i.e., request for quote, customer order, status of order, change request, etc. The response could be the acknowledgement of the request with an estimated time for resolution.
Constantly monitor the backlog & pro-actively inform customers, with phone calls, of recovery plan if promise date will slip.
Candidates for positions with SAU must be legally authorized to work in the United States. Employment eligibility verification will be required at the time of hire. Visa sponsorship is not available for this position. This description has been designed to indicate the general nature & level of work performed by an employee within this position. The actual duties, responsibilities & qualifications may vary based on assignment or group. All qualified applicants will receive consideration for employment without regard to race, color, age, ethnicity, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status, genetic data or other legally protected status. SAU is committed to working with & providing reasonable accommodation to individuals with physical & mental disabilities. To verify the information in the job listing or if you need special assistance or an accommodation while seeking employment, please e-mail [email protected] We will make a determination on your request for reasonable accommodation on a case-by-case basis. SAU is an Equal Opportunity Employer Veterans/Disabled | Drug Free Workplace.
To accomplish 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.
a) Knowledge and Skills
Computer skills including Windows, Outlook, Word and Excel. ERP knowledge would be a plus
Accurate data entry
Ability to work with people in a team environment.
Ability to manage multiple tasks
c) Education and/or Experience
Requires a high school diploma or equivalent and 2 years of experience in the field or in a related area.
Previous customer service and or industry experience preferred
d) Communication Skills
Excellent oral and written communication skills essential for interaction with customers as well as excellent phone etiquette
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