Customer Service Representative- Repairs

1 month ago

California, United States Mason Controls Full time

Mason welcomes people who share our determination and high standards to join us in doing work that moves the world forward. We design, manufacture, and market highly engineered products and systems principally for the aerospace and defense markets. Mason, a wholly-owned subsidiary of Transdigm, offers world-class control devices and subsystems — such as control grips, throttles, HaWC controllers, and communications interfaces — for today’s advanced cockpits, military vehicles, and other specialized applications. Our solutions fall into two broad categories: control products and components. Job Title Customer Service Representative for Repairs Classification Non-Exempt Summary Face of the company providing customers with a delightful experience. Conveys customer needs internally and works with the product support and manufacturing teams to achieve them via quoting, order entry, providing status, developing a relationship, and other related activities. The Product Support CSR is the primary contact for all administration of customer and company owned parts coming in for repair or overhaul and any product support activity offered by Mason Controls. This role performs a variety of tasks which includes RMA receiving customer owned property for repair, overhaul or upgrade, processing customer orders and repair orders, entering quote information and relating pricing to customer. Primary Responsibilities Quotes repair/rework prices to customers. Inputs into the quoting process for feedback from the Product Support Manager and/or Business Unit Managers Handles follow-up of all items quoted near the expiration of quote date (in conjunction with sales where appropriate) and documentation of the response. Reviews/Edits all purchase orders or contracts and/or Amendments to same checking price & delivery details against Mason Quote etc. Ensures that the price on the purchase order matches a system generated quote or price approved by the Product Support Manager. Completing & filing order entry. Ensuring all orders are entered in a timely fashion and where entry is not possible yet works with the planner to protect lead-time. De-Trashes incoming return units if needed and manages the RMA incoming hold area. Issues Returned Material Authorizations to customer and Obtains and submits customer requested information. Ensures accurate order entry in compliance with customer’s Product Support Agreements. Enters accurate customer need dates (Scheduled Delivery Dates) into the system and reviews them on a daily basis for accuracy Establishes new delivery dates with customers as needed and retains accurate records for all customer returns. Works closely with the planners and the product support team regarding ECDs, recovery dates and customer complains/disputes. Ensures all repaired articles are clear to ship once they get to shipping Works proactively using different communication methods and techniques to obtain approval for repair quotes. Under supervision, performs purchase order reviews and verifies all incoming documentation for accuracy and export compliance. Under supervision, helps ensure that Trade Compliance practices are followed and in place for all customers. Maintain high ethical standards, even when challenged from above Understand and live by Mason’s ethics and business conduct policies Education/Previous Experience Requirements

High School diploma required. Prefer A.S or Bachelor’s degree in Business Administration. Preferably 1-2 years demonstrated accomplishment in the field of Customer Service .Proficient data entry, word processing, MS Office skills. Excellent professional communications skills are essential. Ability to compose customer correspondence for emails, quotes, notices, disputes etc. Strong interpersonal, influencing, and negotiation skills Must be a team player and able to work closely and professionally with all Mason team members as well as customers Ability to make educated decisions based on training and company objectives with minimal supervision. Work Hours

M-F 7-3:30 (Core hours) Overtime hours will be determined and required based on business needs Pay Compensation Salary: $20.00- $29.00 hourly

Must be authorized to work in the U.S. International Trade Compliance Requirements : This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR). This position requires either U.S persons (as defined in applicable export regulations) or a non [1] U.S person who is eligible to obtain required export authorization(s). Equal Opportunity Employer Mason is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. Mason prohibits discrimination or harassment based on the following categories: race, color, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, protected medical leaves (requesting or approved for leave under the Family and Medical Leave Act or the California Family Rights Act), domestic violence victim status, political affiliation, and any other status protected by state or federal law.

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