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Analyst - Customer Support

3 months ago

Topeka, United States Kansas Action for Children Full time

Job Description Description Functions as customer’s and company’s focal point for all issues related to products and services provided to the customer. Represents the company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders over the phone, and manages web-based ordering. Confers with management regarding customer service credits, returns goods for credit, identifies quality assurance complaints, and writes price differentials on mail orders. May approve allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions, and adjustments. Develops and maintains positive customer relationships by addressing customer concerns proactively and promptly in accordance with company standards Performs cost analysis to maximize profits by offering alternate solutions within the confines of the contract Reviews customer repair orders and initiates company repair processes, communicates any changes in customer requirements to the organization Informs company personnel of incoming customer orders Updates and maintains customer profiles for all departments regarding Customers Contract or LTA requirements (if any), Parts Manufacturer Approval (PMA) or Designated Engineering Repair (DER) usage, Turn-around-Time expectations, quality, and accounting requirements Monitors the processing of all customer requests and orders, both internal and external of the plant, to ensure compliance with the customers’ requirements Coordinates the resolution of all customer issues related to pricing, schedule, cost, quality, warranty, invoicing, and technical matters Communicates with the customer to acknowledge receipt of all customer requests and provides status reports to the customer regularly or as requested Acts as the focal point for all incoming and outgoing written and verbal communication with assigned customer(s) Has autonomy to price jobs according to the market at own discretion Provides already established Flat Rate Pricing (FRP) and time and material quotations Coordinates and attends customer off-site and on-site visits with Sales & Marketing staff as required Performs other duties as assigned Qualifications Thorough knowledge of: Customer service in manufacturing, purchasing, or an aerospace-related environment Microsoft Office basics Skill to: Communicate orally and in writing Manage multiple tasks simultaneously with rapid changes in priorities Handle adverse and urgent situations Learn industry-related software Learn all products and services provided to the customer #J-18808-Ljbffr