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Customer Service Representative

2 months ago

Irvine, United States Cenergy International Full time
Job Description

Roles and Responsibilities:

POSITION SUMMARY
Administers contracts and agreements for customer accounts to achieve division business objectives and to meet customer performance expectations. Acts as customer and division facing point of contact. Responsible for the direction and oversight of major and/or multiple customer accounts. Interprets customer requests, monitors performance and delivery, investigates complaints, generates proposals, negotiates pricing, and ensures compliance with contracts and agreements.

ESSENTIAL FUNCTIONS
1. Administers contracts by analyzing performance requirements and customer purchase order requirements issued against Purchase Orders, Basic Contract Agreements, and/or Long-Term Agreements. Analyses include performance to delivery schedules, pricing, terms and conditions and other contract provisions. Ensures contract files and supporting documents are maintained.

2. Determines technically and commercially compliant proposal packages in response to customer or contract requirements. Evaluates performance requirements, delivery schedules, and estimates of costs of material, equipment, and labor hours.

3. Negotiates basic contract requirements in accordance with legal and company regulations and policies. Negotiates price, terms and conditions, deliveries, and other business issues within scope of responsibility. Ensures contract provisions are clear and conform to company policy.

4. Investigates customer claims by collecting and analyzing information. Monitors contract performance and determines the need for contract amendments or extensions. Determines when customer directed changes are out-of-scope. Maintains records of contract change activity.

5. Authorizes the work to be performed by releasing the Sales Order into the system. Provides contract information to others in planning or operations for order fulfillment and communication with customers.

6. Researches and resolves customer issues and provides status. Keeps the customer informed until the specific problem is resolved.

7. Recommends actions by analyzing and interpreting data and making comparative analysis. Analyzes and proposes changes in methods and/or procedures to improve efficiency and the quality of service. May develop provisioning recommendations for new aircraft maintenance agreements.
8. Acts as the point of contact with the customer on assigned accounts. Coordinates customer visits, presentations, and/or audits. Maintains successful, long-term business relationships and contacts with customer procurement employees. May have responsibility to coordinate and ensure coverage for? Aircraft-on-ground/MICAP" ground/critical priority service.
9. Maintains professional and technical knowledge by attending educational workshops, reviewing trade publications, and/or participating in professional associations such as the National Contract Management Association (NCMA).
10. Ensures compliance with federal, state, and aerospace industry regulations (e.G. FAA); ensures adherence to requirements and advises management on needed actions.
11. Shares specialized knowledge with others. Represents Company on specific projects. Contributes to team effort by accomplishing related results as needed. Work assignments may include cross-functional or project team responsibilities (e.G. Continuous improvement).

Qualifications and Education Requirements:

Must have customer services/ order management experience

Aerospace experience, Aerospace aftermarket customer experience and contracts experience. Position will be Parker's customer interface providing part status, reviewing customer purchase orders/contracts, reviewing customer request for quotes, submitting pricing proposals, order entry and system updates.

Job Requirements: QUALIFICATIONS
Education and Experience
Bachelor s degree (BA) in Business Administration or an equivalent combination of education and experience which has provided both theoretical and practical knowledge in the field. Demonstrated ability to perform the essential functions of the job typically acquired through two or more years of directly related experience in technical product customer support or contract administration.

Knowledge, Skills and Abilities
Knowledge of warranty and maintenance agreements, industry practices, regulations, and policies. Knowledge of legal and regulatory requirements related to the aerospace industry and government procurement, if applicable. May require knowledge of international trade and export requirements. Maintains a thorough knowledge of Parker products and customers. Knowledge of and ability to effectively apply implement continuous improvement principles and techniques. Proficient with standard business application software and specialized data analysis or materials systems (e.G. Electronic data interface (EDI) or manufacturing resource planning (MRP) systems). Ability to work on a variety of problems of moderate scope and complexity where analysis of the situation or data requires thorough identification of factors and analysis of impact; work within general work objectives; evaluate alternative solutions that may require coordination across multiple teams. Ability to read, analyze, and interpret policies and contracts or agreements, and recommend changes to procedures. Ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to negotiate effectively to obtain best prices and terms on repairing, replacing, and delivering products and services. Ability to effectively communicate and present information to team members, team leaders, and customers. Ability to effectively demonstrate team member competencies and participate in goal-setting, performance feedback, and self-development activities.

TYPICAL MENTAL AND PHYSICAL DEMANDS

While performing the duties of this job, the employee is required to sit. The employee frequently is required to use hands to operate a computer and talk and hear. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision. Also expected of the employee is regular attendance, the ability to work cooperatively and professionally with others and members of the public, and the ability to manage multiple tasks at once. Overnight, long distance travel may be required, based on the individual needs of the position.

(The essential functions have been provided as examples of types of work performed by employees assigned to this job classification. The Company reserves the right to modify the work assignments and/or to make reasonable accommodations so that qualified employees can perform the essential functions of the job. The physical and mental demands described above are representative of those required to successfully perform the essential functions of this job

Must have a valid driver s license and current state required minimum vehicle insurance coverage to drive onto Client and Company property.

Preferred Skills:

Pay Range:

The pay range for this position is $30.00-$35.00 per hour; however, the pay offered may vary depending on job-related knowledge, skills, and experience. This pay information is being provided pursuant to applicable law and is based in part on market location.

Benefits:

The benefits available with this position include:

  • Ongoing Training (RSO, Systems, Software Programs, OSHA Safety, JJ Keller, etc.)
  • Continuous Employment Development and Learning
  • Ongoing Advocacy, internal assets with HSE, Legal and HR teams and experts to aid in Employee Career Path and Advancement
  • 401K
  • Aetna & Kaiser Group Medical Coverage
  • Dental Insurance Coverage
  • Vision Insurance Coverage
  • Basic Life Insurance & AD&D
  • Long Term Disability
  • Voluntary Short-Term Disability
  • Access to Health Joy
  • GAP Medical Coverage
  • Direct Deposit
  • Health Savings and Flexible Spending Accounts


Cenergy is a dynamic, diverse, woman-owned company that has provided stellar support to our clients globally for over 25 years We hire extraordinary people, and each of our team members are encouraged to embody our core values to drive innovation and own it with integrity and trust while adding to our positive and forward-thinking atmosphere.