Customer Service Specialist

3 weeks ago

Cedar Rapids, Iowa, United States BAE Systems Full time
Job Description We're seeking a highly motivated candidate to perform customer service specialist within the Navigation & Sensing Solutions team (NSS).

The ideal candidate will be expected to work as an integral part of a team while still acting independently. The candidate will be required to learn about all NSS products and Military Global Positioning platforms to provide first-class service to our customers, while adhering to company policies and procedures. The candidate will serve as the transactional main point of contact with their respective customer regarding general inquiries, quotations, placing purchase orders/contracts, and meeting customer expectations. The role requires a proactive attitude when dealing with customer issues; working closely with the Program Management, Operations, Quality, and Contracts teams to coordinate the service quoting and contracting for the repair of NSS hardware. The ideal candidate will also have the responsibility for working with the appropriate functions within Operations, Logistics, Quality, Contracts, and Program Office teams and relaying to customers what can and cannot be achieved, in an effective and positive way.
  • Be the primary point of contact with your respective customer.
  • Coordinate with Program Management, Operations and Contracts to ensure both customer and organizational expectations are met.
  • Solve client issues when required and build meaningful relationships with the customer.
  • Continually strive to improve the customer experience by taking ownership of escalated customer issues, investigating, and following them through to resolution.
  • Ensure that all customer requests are handled with professionalism and within a timely manner. Collect and consolidate information regarding customer interactions and transactions when requested to facilitate future needs and process improvements.
  • Ensure that continuous feedback to the customer is maintained on quote and order status.
BAE Systems Electronic Systems BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it's what we do at BAE Systems. Working here means using your passion and ingenuity where it counts – defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team—making a big impact on a global scale. At BAE Systems, you'll find a rewarding career that truly makes a difference. Electronic Systems (ES) is the global innovator behind BAE Systems' game-changing defense and commercial electronics. Exploiting every electron, we push the limits of what is possible, giving our customers the edge and our employees opportunities to change the world. Our products and capabilities can be found everywhere – from the depths of the ocean to the far reaches of space. At our core are more than 14,000 highly talented Electronic Systems employees with the brightest minds in the industry, we make an impact – for our customers and the communities we serve. At BAE Systems, we celebrate the array of skills, experiences, and perspectives our employees bring to the table. For us, differences are a source of strength. We're laser-focused on high performance, and we work hard every day to nurture an inclusive culture where all employees can innovate and thrive. Here, you will not only build your career, but you will also enjoy work-life balance, uncover new experiences, and collaborate with passionate colleagues.

#IJS
Required Education, Experience, & Skills
  • Strong communication and organization skills in a fast-paced working environment
  • Working knowledge of customer support and order administration
  • Knowledge of the applicability of contract terms and conditions
  • Knowledge of the structure, mission, and functions of the military global positioning platforms
  • Excellent oral and written communication skills, ability to explain rules and technical information clearly.
  • Bachelor's Degree and 2 years work experience or equivalent experience
  • Ability to elicit information on technical problems
  • Ability to organize, maintain team documentation and customer contract documents.
Preferred Education, Experience, & Skills
  • Three years of relevant experience.
  • Associates Degree in Computer Science, Information Systems, Engineering, Business or a scientific or a related technical discipline is equivalent to 18 months of experience.
  • Bachelors Degree in Computer Science, Information Systems, Engineering, Business or a scientific or a related technical discipline is equivalent to 3 years of experience.
Pay Information
Full-Time Salary Range: $ $99100

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.
About BAE Systems Electronic Systems BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it's what we do at BAE Systems. Working here means using your passion and ingenuity where it counts – defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team—making a big impact on a global scale. At BAE Systems, you'll find a rewarding career that truly makes a difference. Electronic Systems (ES) is the global innovator behind BAE Systems' game-changing defense and commercial electronics. Exploiting every electron, we push the limits of what is possible, giving our customers the edge and our employees opportunities to change the world. Our products and capabilities can be found everywhere – from the depths of the ocean to the far reaches of space. At our core are more than 14,000 highly talented Electronic Systems employees with the brightest minds in the industry, we make an impact – for our customers and the communities we serve.

Our Commitment to Diversity, Equity, and Inclusion:
At BAE Systems, we work hard every day to nurture an inclusive culture where employees are valued and feel like they belong. We are conscious of the need for all employees to see themselves reflected at every level of the company and know that in order to unlock the full potential of our workforce, everyone must feel confident being their best, most sincere self and be equipped to thrive. We provide impactful professional development experiences to our employees and invest in social impact partnerships to uplift communities and drive purposeful change. Here you will find significant opportunities to do meaningful work in an environment intentionally designed to be one where you will learn, grow and belong.

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