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Customer Service Representative

2 months ago

Corona, United States Amtec Inc. Full time

CUSTOMER SERVICE REPRESENTATIVE

Industry: Aerospace

Location: Corona, CA 92880


Position Summary

Improve levels of customer satisfaction in all facets of customer service consistent with business goals. Acts as liaison between company and customer to ensure excellent communication and customer relations are sustained. Maintain a professional image while answering customer (internal and external) inquiries and resolving outstanding concerns.


Principal Activities

  • Answers customer inquiries in person, on the phone, and through email
  • Supports on-site customer visits and coordinates cross organizational resources
  • Attends mandatory pit stops to discuss escalations and issues with cross organizational resources
  • Attends daily Tier meetings
  • Provides customers with price and delivery to fulfill RFQ’s
  • Follows up on outstanding quotes and converts to orders
  • Completes contract review, order entry and submits PO’s for internal flow down execution
  • Accesses and maintains customer portals daily for assigned accounts
  • Displays empathy for customer concerns and handles situations in the best interest of the company and customer
  • Researches and resolves pending item, customer concerns and complaints in a timely manner
  • Coordinates with internal departments (Shop Floor, Program Managers, etc.) to support expedite requests and create recovery plans for delinquent orders
  • Attend cross functional meetings required to support customer issues and expectations
  • Performs backlog audits and PO reconciliation for assigned accounts on a regular basis
  • Evaluates customer demand inquiries and mitigates risk for customers and the company
  • Maintains account specific work instructions for assigned customers
  • Updates forecasting module regularly to ensure appropriate demand loaded for assigned accounts
  • Assists Accounting and Shared Services with collection efforts
  • Complies with export compliance guidelines
  • Follows company policies and procedures
  • Builds long-term relationships with new and existing customers
  • Contributes daily to team success by displaying a positive attitude while assisting customers and employee
  • Actively supports Operating System and contributes to 6S initiatives
  • Provides further support as requested


CANDIDATE REQUIREMENTS

Knowledge Skills & Abilities

  • Five plus years of customer service experience with demonstrated accomplishments
  • One year previous aerospace, manufacturing or related markets experience preferred
  • Proficient with Windows and Microsoft Office
  • Experience managing customer portals preferred
  • Ability to multitask and manage time efficiently
  • Demonstrates customer account ownership
  • Strong verbal and written communication skills
  • Fluent in English language, both oral and written communication. Demonstrates proficiency to read/write instructions, correspondence and memos with full comprehension
  • Balances team and individual responsibilities
  • Identifies and resolves problems quickly and accurately
  • Ability to understand and relay company policies and procedures
  • Displays dependability to position and team
  • High level of accuracy with attention to detail and organization
  • Maintains high ethical standards
  • Basic understanding of U.S. Export requirements (EAR and ITAR) preferred
  • Background in lean or six sigma preferred
  • Familiarity with ERP System (JDE) a plus


Education & Experience

Bachelor's Degree preferred