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Senior Customer Service Representative

2 months ago

Redmond, United States IDD Aerospace Corporation Full time

IDD Aerospace is a subsidiary of Safran Electronics and Defense, a leader in the design and manufacture of human-to-machine interface solutions for the commercial and defense aerospace market. IDD specializes in producing high quality lightplates, keyboards, and control panel assemblies for flight deck control systems.


IDD Aerospace is an organization that has a reputation for outstanding leadership, innovation, and expertise. Our employees use their creativity and talent to invent new solutions, meet new demands, and offer the most effective services and products in the industry.


IDD Aerospace is a diverse workplace that values active involvement and creativity. We sincerely hope you will take pride in being an important part of IDD Aerospace 's success.


About the Team

The Customer Service Department, is responsible for supporting the organizations strategic direction by:

  • Promoting high quality products and services through effective communication
  • Providing customer service functions across the organization in a connected, consistent and efficient way.
  • Actively contribute to client expertise, local knowledge and evidence based to help develop innovative solutions and achieve Safran business outcomes
  • Using the organizations systems to manage all client service request
  • Aligning staff accountabilities and the performance framework directly to achieve organizational outcomes
  • Building and sustaining client relationships to work with internal and external stakeholders to provide innovative solutions to support issues consistent with organizational directions


Position Summary

IDD Aerospace is looking to fill a Senior Customer Service Representative in Customer Service Department. IDD Aerospace designs and manufactures production used on the flight deck of aircraft and this team member will be responsible for supporting customers from the time of order entry to order fulfillment with the goal of meeting or exceeding customer expectations.


Major Responsibilities

  • Ensuring our responsibility to regulation are implemented within expectations to help achieve customers expected outcomes
  • Enters all purchase orders and repair orders in a timely manner, ensuring that all data is complete and accurate.
  • Using our local intelligence and capabilities to ensure delivery of products
  • Take proactive steps to keep clients informed of potential risks and provide mitigation strategies including but not limited to contract negotiation
  • Provide communication on progress of customer orders as needed and take pro-active steps to notify customers of potential problems, schedule changes, etc.
  • Keep clients aware of the total capabilities of the organization, including changes and upgrades that may influence additional business opportunities
  • Liaison officer for RFQ, bidding and reporting successes and challenges
  • Continuously improves processes and participate in quality improvement process at the organizational and departmental level
  • Maintain and builds positive relationship with clients through knowledge of customer needs and requirements
  • Provide communication on progress of client's orders and take proactive steps to notify clients
  • Investigate and review client's contracts ensuring compliant


Work Relationships

  • Work with Production Planners to confirm delivery to customer need date.
  • Work with Production Manager as needed to follow-up on production order status.
  • Work with Supply Chain to understand if supplier materials are impacting customer deliveries. Regularly updates customer forecasts and reports


Our ideal candidate

The ideal candidate will have gained extensive exposure to Aerospace practices, material and equipment. You are customer-oriented solutions professional focused on achievements with necessary outcomes. With multiple stakeholders to satisfy and under the pressure of customers’ operational demands, you can plan priorities and communicate effectively to ensure that team efforts are appropriately directed to meeting customers’ needs and keeping them informed.


Minimum Qualifications

  • High school diploma or equivalent.
  • 4 or more years of experience in Customer Service
  • Interest in a career in Customer Service and excellent interpersonal and people skills.
  • Ability to use computers to enter customer orders, see status of customer orders and good oral and written communication skills.
  • Demonstrates experience with strong concentration, attention to detail and problem-solving abilities, along with organizational skills and the ability to multi-task
  • Self-motivated, and ability to work independently


Skills, Abilities and other requirement

  • Must include the ability to interface with the customer at all levels effectively and responsibly to assure total customer satisfaction.
  • Must have basic computer skills and be able to utilize required company software.
  • Microsoft Office experience preferred with a focus on Excel and data manipulation.
  • Proposal, contract experience a plus.


Working Conditions

Office environment, onsite work.


Physical Requirements

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.


Accountability

This position is under ITAR (International Traffic in Arms Regulations) and must meet export control compliance requirements. To meet export control compliance requirements, a “U.S. Person” as defined by Title 22 of Code of Federal Regulations (C.F.R.) §120.15 is required. “U.S. Person” includes U.S. Citizen, lawful permanent resident, refugee, or asylee.