CUSTOMER SERVICE REPRESENTATIVE

Main Duties and Responsibilities:
• Responds to call or emails to customers to provide follow-up on inquiries.
• Process customer Purchase orders promptly and accurately, including EDI, entry, follow up.
• Handling and resolving customers complaints
• Process customer Purchase orders and Request for Quotes promptly and accurately, including EDI, entry, follow up.
• Process material returns (RMA's) as requested by the customer
• Maintain a balance between company policy and customer benefit in decision making
• Carry out other duties, responsibilities, and projects as may be assigned, in an effective manner
• Manages and maintains a record of customer interactions or transactions; records details of inquiries, complaints, comments, and actions taken to facilitate future needs in trainings and improvements in customer services.
• Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• May promote products/services to ensure business targets are met.
• May provide after-sales support for client contracts to ensure customers satisfactions are met.
• Performs duties related to overall customer service.
• Provides support to sales team with regard to customer concerns.
• Serves as customer interface on product status and delivery.
• Consistently documents customer service needs to identify patterns and maintain quality.
Minors:
 Conduct data analysis across multiple data points and report using Excel or statistical suite
 Create PowerPoint summaries, reports and recommendations for internal groups and executive team as needed
 Identify and support Customer Support & Sales Department with delivery and quality issues within the organization and at the customer

Experience:
Experience in customer service activities. “Aviation Background preferable”

Technical Skills
Familiar with ERP's
Familiar with Microsoft office suite
Strong verbal, written communication and presentation skills, with emphasis in Quality and Customer Service

Know-How
Customer Service
Sales & Marketing
Planning and Organizing
Quality Focus, Efficiency & Problem Solving
Organizational Awareness
Documentation Skills
Teamwork
Ownership

Interpersonal skills
Calmness under pressure and maintain records in timely and accurate mode
Good decision-making, communication.
Ability to encourage and motivate people with responsible attitude
Interest in helping and working with customers
Should have sound practical judgment of priorities
Maintain excellent customer service skills with the ability to deal tactfully, confidently and ethically with both internal and external customers
Maintain clear and accurate data entry, documentation and reporting skills, as required

Special notes
English: Fluent Speaking, Reading & Writing
French: Will be an added Value